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-5905249
13 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5905249 The complaint Mr P complains that Barclays Bank UK PLC (“Barclays”) won’t refund him money, which he believes he has lost to a scam. What happened The background to this complaint is well-known to both parties and has been laid out in detail by our Investigator in their vie... (3 pages)View decision -
Decision Reference DRN-6199203
13 Mar 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6199203 The complaint Mr B complains Moneybarn No 1 Limited (“Moneybarn”) acted unfairly when it failed to tell him about a commission arrangement connected to his car finance agreement. Mr B is being represented by a professional representative. For the sake of clarity when I refe... (3 pages)View decision -
Decision Reference DRN-5923460
13 Mar 2026 West Bay Insurance Plc UpheldInsuranceDRN-5923460 The complaint Mr H has complained about the way West Bay Insurance Plc trading as Zenith Insurance (“West Bay”) handled a subsidence claim he made under his home insurance policy. References to West Bay in this decision include its appointed agents. What happened In 2022, Mr... (3 pages)View decision -
Decision Reference DRN-5946920
13 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5946920 The complaint Ms K complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund a transaction made from her account which she says she didn’t authorise. What happened A payment of £128.86 was made from Ms K’s account on 25 February 2025 to an airline.... (2 pages)View decision -
Decision Reference DRN-5988919
13 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5988919 The complaint Mrs B complains about the way NewDay Ltd trading as John Lewis Partnership Card, dealt with her claim under section 75 of the Consumer Credit Act 1974 (“Section 75”). What happened In April 2023, Mrs B used her credit card account with NewDay to make a part pay... (3 pages)View decision -
Decision Reference DRN-6223626
13 Mar 2026 Strategic Financial Solutions Limited UpheldInvestmentsDRN-6223626 The complaint Mrs P complains, with the help of a professional third party, about the advice and service she has received from Strategic Financial Solutions Limited (‘SFSL’). Mrs P believes the advice she received to take out several investment products over a number of year... (20 pages)View decision -
Decision Reference DRN-6087399
13 Mar 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-6087399 The complaint Mr M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to him irresponsibly as he could not afford to repay it. What happened Mr M took one loan for £800 from MoneyBoat on 28 September 2025. It was due to be repaid ov... (3 pages)View decision -
Decision Reference DRN-6206238
13 Mar 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6206238 The complaint Mr K complains TSB Bank plc didn’t process a chargeback for a purchase he made from a third party company. Mr K explained the company didn’t supply the goods he paid for and has now gone into liquidation. What happened Mr K explained he paid a deposit of nearly... (3 pages)View decision -
Decision Reference DRN-6183230
13 Mar 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6183230 The complaint Miss L complains that Bank of Scotland trading as Halifax provided an unsuitable mortgage product and an unsuitable valuation when she bought her home. She’s also unhappy with how it handled her complaint. What happened In 2022 Miss L applied to Halifax for a ... (3 pages)View decision -
Decision Reference DRN-6178754
13 Mar 2026 FREEMANS PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6178754 The complaint Mr R complains Freemans Public Limited Company defaulted his credit agreement. What happened Mr R held a running account credit agreement with Freemans – more commonly known as a catalogue shopping account. In 2022, Mr R’s circumstances changed, meaning he had... (3 pages)View decision