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 375868 results
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Decision Reference DRN-5728074
1 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5728074 The complaint Miss B complains on behalf of the limited company U, which is in liquidation. U’s liquidator has given his consent for Miss B to represent U. Briefly, Miss B complains that HSBC UK Bank Plc chose to lend U unrealistic sums of money which ultimately led to U’s ... (5 pages)View decision -
Decision Reference DRN-5728329
1 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5728329 The complaint Mr D has complained about the supply of a vehicle under a personal contract purchase (“PCP”) agreement with CA Auto Finance UK Ltd (“CAAF”). What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in d... (3 pages)View decision -
Decision Reference DRN-5665385
1 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5665385 The complaint Mrs F complains that Bank of Scotland plc trading as Halifax (“Halifax”) didn’t properly pursue her chargeback and rejected a claim under section 75 Consumer Credit Act 1974 (“s.75”). Mr F has acted on behalf of his wife, but she is the eligible complainant and... (4 pages)View decision -
Decision Reference DRN-5729395
1 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5729395 The complaint Mr B and Ms P complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) blocked their personal bank account after it had been notified of a fraud claim from a third party. Mr B and Ms P say that they were unable to access the funds over the holid... (3 pages)View decision -
Decision Reference DRN-5724272
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5724272 The complaint Miss R complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events her... (6 pages)View decision -
Decision Reference DRN-5729315
1 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5729315 The complaint Mr J and Mr D, as the directors of a limited company Y, complain that Barclays Bank UK PLC (“Barclays”) won’t refund money that Y lost to an investment scam. What happened In May 2021, following an introduction by a financial advisor they’d known for many year... (11 pages)View decision -
Decision Reference DRN-5729516
1 Aug 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5729516 The complaint P complains that HSBC UK Bank Plc trading as first direct took a mortgage interest payment earlier than expected. P says it then gave incorrect information about whether this could be reversed. P asks for further compensation. What happened P has a mortgage wit... (3 pages)View decision -
Decision Reference DRN-5650403
1 Aug 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5650403 The complaint Mr M complaints that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out proportionate checks. Mr M also says, due to the high interest rate, repaying the agreement has been difficult. What happened Mr M was granted a r... (5 pages)View decision -
Decision Reference DRN-5463688
1 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5463688 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) didn’t properly pursue a chargeback and rejected a claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened Mr R booked an overseas hotel room with an online agent. He boo... (3 pages)View decision -
Decision Reference DRN-5706762
1 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5706762 The complaint Mr S complains about Admiral Insurance (Gibraltar) Limited (Admiral) settling a claim from a third party following an accident and increasing the renewal premium on his motor insurance policy. Mr S considers the claim costs to be inflated, if not fraudulent. R... (8 pages)View decision
