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 401363 results
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Decision Reference DRN-6224302
13 Mar 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6224302 The complaint Mr G complains that Bank of Scotland plc trading as Halifax decided not to refund him the money he lost through a scam. Mr G has brought his complaint to us via a representative, but I will refer to him throughout for simplicity. What happened Mr G said he came... (6 pages)View decision -
Decision Reference DRN-6065292
13 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6065292 The complaint Mrs D complains that HSBC UK Bank Plc (“HSBC”) won’t refund her money, which she believes she has lost to a scam. What happened The background to this complaint is well known to all parties and has been laid out in detail by our Investigator in their view, so ... (3 pages)View decision -
Decision Reference DRN-6171768
13 Mar 2026 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-6171768 The complaint Mrs T complains about the way Frasers Group Financial Services Limited trading as Frasers Plus closed her account. What happened Mrs T has explained she was persuaded to open a Frasers Plus store card in store on 27 August 2025 as the only other option to pay ... (3 pages)View decision -
Decision Reference DRN-6120610
13 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6120610 The complaint Mr Y complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr Y is being represented by a third party. To keep things simple, I will refer to Mr Y throughout my decision. What happened The backgroun... (2 pages)View decision -
Decision Reference DRN-6059552
13 Mar 2026 esure Insurance Limited Not upheldInsuranceDRN-6059552 The complaint Mrs P’s complained that esure Insurance Limited have declined the claim she made when she found her property was damp. Mrs P has been represented in the complaint by her son, Mr P. References in this decision to submissions and comments by Mrs P include those ... (2 pages)View decision -
Decision Reference DRN-6100123
13 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6100123 The complaint Mr K complains about Barclays Bank UK PLC’s handling of his request for a refund for a payment made on his debit card. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In summary, in January 202... (3 pages)View decision -
Decision Reference DRN-6214393
13 Mar 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6214393 The complaint Mrs J complains that Advantage Insurance Company Limited (“Advantage”) treated her unfairly in relation to a motor insurance policy. What happened For the year from early April 2022, an insurance intermediary associated with Advantage issued a motor policy in ... (3 pages)View decision -
Decision Reference DRN-5847976
13 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5847976 The complaint A limited company, which I’ll refer to as ‘T’, complains that National Westminster Bank Public Limited Company (“NatWest”) unfairly recorded a default on its Bounce Back (“BBL”). T’s complaint is brought to this service by its director, whom I’ll refer to as ‘M... (3 pages)View decision -
Decision Reference DRN-6182980
13 Mar 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6182980 The complaint Mrs P complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as MINI Financial Services (“BMWFS”) failed to act fairly and reasonably towards her when entering into a hire purchase agreement with her. She complained that BMWFS didn’t disclose the commissio... (3 pages)View decision -
Decision Reference DRN-6223932
13 Mar 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6223932 The complaint Mrs Q complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Mrs Q applied for three Credit Cards with Virgin Money. • increased. This was closed in March 2024. • March 2023 the limit was increased to £8,700. • limit... (4 pages)View decision