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 375432 results
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Decision Reference DRN-5652331
22 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5652331 The complaint Mr and Mrs T’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them, under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What hap... (26 pages)View decision -
Decision Reference DRN-5246700
22 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5246700 The complaint Mr V is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr V fell victim to a cruel investment scam. After responding to an advert on social media, he was... (6 pages)View decision -
Decision Reference DRN-5597979
22 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5597979 The complaint Mr C has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost in what he says was a scam. What happened In February 2022, Mr C made two payments from his Halifax account to his accounts at two cryptocurrency exchanges. This t... (3 pages)View decision -
Decision Reference DRN-5381195
22 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5381195 The complaint Mr F has complained about a credit card he took out in February 2014 with Vanquis Bank Limited. He’s said the credit card was unaffordable and shouldn’t have been approved. Mr F is represented in bringing his complaint, but for ease I’ve written as if we’ve dea... (6 pages)View decision -
Decision Reference DRN-5691955
22 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5691955 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a pro... (4 pages)View decision -
Decision Reference DRN-5656528
22 Jul 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5656528 The complaint Mr R complains that Sainsburys Bank Plc reduced the credit limit on his credit card. What happened Mr R holds a credit card with Sainsburys. On 4 April 2025 Sainsburys advised Mr R that it was reducing his credit limit from £4,050.00 to £1,450.00. Mr R was un... (2 pages)View decision -
Decision Reference DRN-5672581
22 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5672581 The complaint Mr M is unhappy that HSBC UK Bank Plc declined his credit card account application. What happened Mr M applied online for a HSBC credit card, but his application was rejected by HSBC’s automated systems. Mr M wasn’t happy about this, and he was concerned that H... (3 pages)View decision -
Decision Reference DRN-5284630
22 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5284630 The complaint Mr C and Ms G are unhappy with the way AXA Insurance UK Plc settled a claim they made under their buildings insurance policy. Reference to AXA includes agents acting on its behalf. What happened Mr C and Ms G discovered a crack in their garage wall and made a ... (2 pages)View decision -
Decision Reference DRN-5614087
22 Jul 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5614087 The complaint Miss P complains Advantage Insurance Company Limited (“Advantage”) caused her distress and inconvenience through its handling of her claim on her property insurance policy. She says she had to chase Advantage regularly to keep things on track; it caused unreaso... (3 pages)View decision -
Decision Reference DRN-5539071
22 Jul 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5539071 The complaint Mrs B complains about how Financial Administration Services Limited (“Fidelity”) has administered her pension plan. What happened Mrs B holds pension savings with Fidelity. Her husband (who I will call Mr B) also holds investments with Fidelity and has made a s... (3 pages)View decision
