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-5824420
26 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5824420 The complaint Miss H complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) reported a missed payment marker on her credit file. What happened Miss H has an agreement with AFS. In 2024 Miss H received arrears letters from AFS. Th... (2 pages)View decision -
Decision Reference DRN-5764428
26 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5764428 The complaint Mr F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr F applied for an Aqua credit card in January 2025. In his application, Mr F said he was employed with an annual income of £24,000 t... (3 pages)View decision -
Decision Reference DRN-5434458
26 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5434458 The complaint Mrs D complains that Barclays Bank UK PLC (“Barclays”) have declined to reimburse losses she has incurred as the result of a scam. What happened The background to this complaint is well known to both parties so I won’t repeat it in detail here. But, I understa... (4 pages)View decision -
Decision Reference DRN-5453008
26 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5453008 The complaint Mr G complains that Starling Bank Limited won’t reimburse him in full after he fell victim to a scam. What happened The circumstances of this complaint have been set out in detail by the investigator who considered the complaint, so I won’t repeat them in full ... (3 pages)View decision -
Decision Reference DRN-5804607
26 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5804607 The complaint Mr W complains that HSBC UK Bank Plc trading as first direct altered the application he made for a bank account with an overdraft. What happened Mr W says he applied to open a bank account with an overdraft, but first direct opened an account without an overdra... (2 pages)View decision -
Decision Reference DRN-5568771
26 Sep 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5568771 The complaint Mr J complains First Response Finance Limited (First Response) irresponsibly lent to him because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable. What happened Mr J entered into a hire purchase agreement with First ... (4 pages)View decision -
Decision Reference DRN-5774267
26 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5774267 The complaint Mr and Mrs C complain HSBC UK Bank UK Plc (‘HSBC’), hasn’t reimbursed them following an Authorised Push Payment (‘APP’) property investment scam Mr C fell victim to. They say HSBC should reimburse them for the money they lost. While the account the payments we... (8 pages)View decision -
Decision Reference DRN-5843149
26 Sep 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5843149 The complaint Mr M, a sole trader, complains that Stripe Payments UK Limited is unfairly holding him responsible for a negative balance on his Stripe account. What happened At the beginning of July 2023, Mr M had an account with Stripe which allowed him to take payments fro... (3 pages)View decision -
Decision Reference DRN-5745969
26 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5745969 The complaint Mrs T is unhappy that AXA PPP Healthcare Limited has declined a claim she made on her employer’s private medical insurance policy. What happened Mrs T made a claim for treatment relating to vaginal bleeding on a private medical insurance policy. The policy has... (3 pages)View decision -
Decision Reference DRN-5707261
26 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5707261 The complaint Mr D complains Revolut Ltd sent him two factually incorrect emails that meant he didn’t know what had happened to an inheritance he was due to receive. He complains the agents he spoke to had no idea what was happening either. What happened Mr D has an account ... (2 pages)View decision
