We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 361839 results
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Decision Reference DRN-5364502
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5364502 The complaint Miss K complains that NewDay Ltd trading as Aqua irresponsibly lent her money on a credit card. What happened Miss K took out an Aqua credit card in July 2020, with an initial credit limit of £250. In July 2021, Aqua increased the credit limit to £1,250. In 202... (3 pages)View decision -
Decision Reference DRN-5011268
24 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5011268 The complaint Ms M complains about the way Bank of Scotland plc trading as Halifax dealt with a dispute about a purchase made on her credit card. Ms M is unhappy about the time it took the bank to deal with things and the amount of compensation that has now been offered to r... (3 pages)View decision -
Decision Reference DRN-5045502
24 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5045502 The complaint Mr S complains Bank of Scotland plc (trading as Halifax) failed to get him a full refund for a one-night hotel stay he paid for with his credit card. What happened Mr S stayed at a hotel (which I’ll call “H”) on 25 November 2023, and paid £549 for the stay wit... (4 pages)View decision -
Decision Reference DRN-5411737
24 Mar 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5411737 The complaint Mrs C complains about how HSBC UK Bank Plc has administered her loan account when she tried to make additional payments. She says HSBC didn’t correctly apply her additional payment and this has resulted in her paying more interest on the loan. What happened I ... (2 pages)View decision -
Decision Reference DRN-5231986
24 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5231986 The complaint Mr G complains that Santander UK Plc (“Santander”) won’t refund the money he lost to what he believes to be an investment scam. Mr G’s complaint has been brought by a professional representative but, for ease, I’ll only refer to Mr G in this decision. What happ... (6 pages)View decision -
Decision Reference DRN-5302556
24 Mar 2025 Principality Building Society Not upheldBanking and PaymentsDRN-5302556 The complaint Mr V has complained about difficulties he faced when trying to activate his online profile with Principality Building Society (PBS). Mr V is also unhappy that due to the difficulties he faced, this affected his ability to pay money into his PBS account. What ha... (3 pages)View decision -
Decision Reference DRN-5153750
24 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5153750 The complaint Mr B complains about the actions of Monzo Bank Ltd when he lost money to a scam. Mr B is being represented by a claims management company but for ease I’ll only refer to Mr B. What happened The detailed background to this complaint is well known to both parti... (5 pages)View decision -
Decision Reference DRN-5235445
24 Mar 2025 Phoenix Life Limited Not upheldInsuranceDRN-5235445 The complaint The estate of Mrs W complains that Phoenix Life Limited unfairly reduced the final bonus on a with-profits whole of life policy claim. What happened Phoenix paid the estate of Mrs W the basic sum assured and bonuses on the late Mrs W’s whole of life policy. The... (3 pages)View decision -
Decision Reference DRN-4772470
24 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4772470 The complaint Mrs O, on behalf of Company T, complains that Barclays Bank UK PLC didn’t do enough to protect her from the financial harm caused by a job scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this ... (3 pages)View decision -
Decision Reference DRN-5355963
24 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5355963 The complaint Mr A complains that Accredited Insurance (Europe) Ltd (AIE) has voided his policy and refused his claim for fire as they say he failed to declare County Court Judgements (CCJ) when he took out and renewed the policy. What happened Mr A took out a buildings in... (4 pages)View decision
