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 369228 results
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Decision Reference DRN-5216670
25 Jun 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5216670 The complaint Mr S complains about the decision taken by MBNA Limited to decline his claim for a refund of a payment he made using his MBNA credit card account. What happened My provisional decision of 11 June 2025 set out the background to this complaint: “In July 2024, Mr ... (3 pages)View decision -
Decision Reference DRN-5647003
25 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5647003 The complaint Mr G complains about the service provided by Barclays Bank UK Plc (Barclays) when he called to appeal the removal of his overdraft. What happened Barclays wrote to Mr G in December 2024 to advise they were removing his overdraft facility. As Mr G wanted to kee... (3 pages)View decision -
Decision Reference DRN-4923133
25 Jun 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4923133 The complaint Mr K, Mrs K and Mr K as trustees of the K Trust complain about the way Zurich Assurance Ltd has administered their Adaptable Life Plan, a type of reviewable whole of life policy. They complain about the increase in premiums as a result of the reviews. What happ... (3 pages)View decision -
Decision Reference DRN-5352529
25 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5352529 The complaint Ms S complains that HSBC UK Bank Plc (‘HSBC’) hasn’t refunded the money she believes she lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in deta... (4 pages)View decision -
Decision Reference DRN-5647643
25 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5647643 The complaint Mr O complains about the decision taken by HSBC UK Bank PLC to decline his claim for a refund of payments he made using his credit card account. What happened My provisional decision of 10 June 2025 set out the background to this complaint: “In June 2024, Mr O ... (4 pages)View decision -
Decision Reference DRN-5339822
25 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5339822 The complaint Mr L complains about the service he received from Moneybarn No. 1 Limited (“Moneybarn”). He says he had to pay for repairs to his car, so he chose to not pay one month of the car finance agreement to recover his losses. He’s unhappy that Moneybarn didn’t pay fo... (3 pages)View decision -
Decision Reference DRN-5560925
25 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5560925 The complaint Mr O complains that Nationwide Building Society recorded adverse information on his credit file incorrectly. What happened Mr O held a current account with an arranged overdraft of £500. On 14 May 2024, Nationwide wrote to him to say it would debit £250 from hi... (2 pages)View decision -
Decision Reference DRN-5457793
25 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5457793 The complaint Mr K complains Oodle Financial Services Limited (Oodle) irresponsibly provided him with an unaffordable hire purchase agreement. Mr K’s complaint has been brought by a professional representative, however for ease I’ve referred to all submissions as though the... (4 pages)View decision -
Decision Reference DRN-5640204
25 Jun 2025 Ripe Insurance Services Limited Not upheldInsuranceDRN-5640204 The complaint Mr W has complained that Ripe Insurance Services Limited, trading as Golf Care have mis sold him a policy which has resulted in him not having cover when his golf equipment was stolen. What happened Mr W took out a Golf Care insurance policy in 2022, which ren... (2 pages)View decision -
Decision Reference DRN-5335645
25 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5335645 The complaint Mrs J complains about the actions of Zopa Bank Ltd in relation to a loan taken out in her name that was linked to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the ke... (3 pages)View decision
