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 381196 results
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Decision Reference DRN-5615588
26 Sep 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5615588 The complaint Mr W complains that Monzo Bank Ltd irresponsibly provided him with a loan that was unaffordable for him. What happened Mr W was provided with a loan for £10,000 in May 2023. The loan term was 60 months, and Mr W was required to make 59 monthly repayments of £2... (3 pages)View decision -
Decision Reference DRN-5795868
26 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5795868 The complaint Mrs B complains that the amount offered by Aviva Insurance Limited trading as Quotemehappy.com (Aviva) in settlement of a motor insurance claim was too low. What happened Mrs B insured a car with Aviva and made a claim after the car was damaged by a fire. Aviva... (2 pages)View decision -
Decision Reference DRN-5680803
26 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5680803 The complaint Mrs D complains that U K Insurance Limited treated her unfairly when she made a claim on her landlords home emergency policy. What happened Mrs D notified UKI of a water leak in her rental property on 2 November 2024, after her tenants had reported water ingres... (3 pages)View decision -
Decision Reference DRN-5762248
26 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5762248 The complaint Miss R complains that Santander UK Plc has reduced the interest rate on her savings account. What happened In September 2023 Miss R opened an Easy Access Saver Limited Edition (Issue 3) with an interest rate of 5.20%. Later that month she deposited money into t... (3 pages)View decision -
Decision Reference DRN-5278010
26 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5278010 The complaint Mrs H says Bank of Scotland plc, trading as “Halifax”, refuses to refund her money she says she lost as a result of a scam. Mrs H has a professional representative assisting her with her complaint and providing evidence on her behalf, but to keep things simple ... (3 pages)View decision -
Decision Reference DRN-5724246
26 Sep 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5724246 The complaint Mrs S complains that Motability Operations Limited has terminated the hire agreement under which a car was supplied to her. Mrs S’s son is also involved in her complaint. What happened A new car was supplied to Mrs S under a hire agreement with Motability Opera... (3 pages)View decision -
Decision Reference DRN-5843503
26 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5843503 The complaint Mr W complains that The Royal Bank of Scotland Plc (“RBS”) allowed him to spend a large amount of money using gambling websites without any intervention. What happened Around the start of December 2024, Mr W spent around £13,500 on gambling websites using his a... (4 pages)View decision -
Decision Reference DRN-5497171
26 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5497171 The complaint Mrs W complains HSBC UK Bank Plc (“HSBC”) hasn’t refunded funds she says she lost as the result of a scam, and she didn’t feel believed when she made the claim. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summa... (3 pages)View decision -
Decision Reference DRN-4944464
26 Sep 2025 The Chorley and District Building Society Not upheldBanking and PaymentsDRN-4944464 The complaint Mr T complains about a savings account he held with The Chorley and District Building Society (“CDBS”). What happened On 1 July 2021, Mr T opened a Regular Saver Account with an interest rate of 1.05%. The rate remained at this figure between this date and 30 J... (4 pages)View decision -
Decision Reference DRN-5775809
26 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5775809 The complaint Mr J is unhappy with the quality of a car financed using a hire purchase agreement from Black Horse Limited. What happened In June 2021 Mr J entered into a hire purchase agreement with Black Horse Limited for a used car. The car was around five years old and ha... (3 pages)View decision
