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 367928 results
-
Decision Reference DRN-4918430
5 Jun 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4918430 The complaint Mr W complains that The Co-operative Bank Plc (‘Co-op’) hasn’t refunded the money he lost to an investment scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intent to set these out in detail here. However, I’ll pr... (6 pages)View decision -
Decision Reference DRN-5579937
5 Jun 2025 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5579937 The complaint Ms B has complained that her motor insurance broker Automobile Association Insurance Services Limited (AAIS) didn’t handle her claim properly following an accident. What happened Ms B was involved in a road traffic accident on 10 January 2023. She reported it ... (3 pages)View decision -
Decision Reference DRN-5604648
5 Jun 2025 Handelsbanken plc Not upheldMortgagesDRN-5604648 The complaint Mr and Mrs S complain that Handelsbanken plc, trading as Handelsbanken, misled them about the interest rates they have been charged on their secured loan and overdraft. They also complain that Handelsbanken wrongly treated the borrowing as unregulated. Mr and ... (5 pages)View decision -
Decision Reference DRN-5190767
5 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5190767 The complaint Miss O is unhappy that HSBC UK Bank Plc (HSBC) won’t reimburse money she lost to a scam. The complaint is brought on Miss O’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t rep... (3 pages)View decision -
Decision Reference DRN-5583829
5 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5583829 The complaint Mrs K complains that Black Horse Limited trading as Land Rover Financial Services (Land Rover) hasn’t settled the personal contract purchase (PCP) agreement she took out with it for the supply of a new car fairly. What happened In January 2020, Mrs K took out ... (5 pages)View decision -
Decision Reference DRN-5574373
5 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5574373 The complaint Miss M complains NewDay Ltd trading as Aqua (NewDay) failed to carry out affordability checks before it approved a credit card facility and subsequently increased the credit limits on that credit card account. What happened Miss M says she took out an Aqua cred... (4 pages)View decision -
Decision Reference DRN-5604464
5 Jun 2025 Handelsbanken plc Not upheldMortgagesDRN-5604464 The complaint Mr and Mrs C’s complaint is that their mortgage lender, Handelsbanken plc, would not allow a ‘grace period’ (which I will refer to here as a ‘porting window’) within which to transfer their fixed rate mortgage interest rate products onto another mortgage on a n... (4 pages)View decision -
Decision Reference DRN-5604470
5 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5604470 The complaint Mr C complains Barclays Bank UK PLC allowed transactions to be made from his account when he didn’t have enough money. What happened There was an IT outage at Barclays over the weekend of 31 January to 2 February 2025. During this time Mr C’s mobile app wasn’... (3 pages)View decision -
Decision Reference DRN-5033239
5 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5033239 The complaint Mr B complains that The Royal Bank of Scotland Plc (RBS) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The back... (3 pages)View decision -
Decision Reference DRN-5332137
5 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5332137 The complaint Mr B complains about the quality of a used car he acquired through a personal contract purchase agreement with Stellantis Financial Services UK Limited (‘Stellantis’). Mr B says that he has had persistent, and unresolved, issues with the car since he acquired i... (4 pages)View decision
