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 381196 results
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Decision Reference DRN-5721945
29 Jul 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5721945 The complaint Mr G complains that ALD Automotive Limited trading as Ford Lease unfairly charged him for a missing service book. He also feels its investigation wasn’t impartial. He would like the charge for the service book waived, and consideration of a gesture of goodw... (4 pages)View decision -
Decision Reference DRN-5492103
29 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5492103 The complaint Mr A complains MBNA Limited withdrew his credit card account, after initially approving his application. What happened On 15 April 2024 Mr A applied for a credit card with MBNA, using a third-party website. Based on the information he provided; MBNA initially a... (3 pages)View decision -
Decision Reference DRN-5711166
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5711166 The complaint Ms P is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms P fell victim to a safe account scam. She was contacted by a scammer claiming to be fro... (3 pages)View decision -
Decision Reference DRN-5652685
29 Jul 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5652685 The complaint Mr J complains that Clydesdale Bank Plc sold him an interest only offset mortgage which is not operating as such – in particular, his monthly payments have not reduced even though the mortgage balance is largely offset. What happened Mr J received advice from a... (3 pages)View decision -
Decision Reference DRN-5721976
29 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5721976 The complaint Mr G complains about Aviva Insurance Limited’s handling of claims he made under his home insurance policy. Aviva is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Aviva has accepted it is accountab... (4 pages)View decision -
Decision Reference DRN-5489179
29 Jul 2025 Bank of Scotland Plc UpheldMortgagesDRN-5489179 The complaint Mr O complains about problems he encountered when he tried to repay his mortgage with Bank of Scotland plc trading as Halifax. What happened Mr O had a mortgage with Halifax. In December 2024 he decided to repay the outstanding balance of around £81,000. His ex... (3 pages)View decision -
Decision Reference DRN-5721947
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721947 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr A had an account with Monzo. In January 2025... (3 pages)View decision -
Decision Reference DRN-5720916
29 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5720916 The complaint Mr H complains that Clydesdale Bank Plc have declined to refund transactions from his business account, which he says were carried out without his permission. What happened The facts of this case are well known to both parties, and largely not in dispute. So, ... (9 pages)View decision -
Decision Reference DRN-5384225
29 Jul 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5384225 The complaint Miss M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her irresponsibly as she could not afford to repay them. What happened Miss M took two loans and the table gives a summary of her lending. Loan Approved A... (4 pages)View decision -
Decision Reference DRN-5567559
29 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5567559 The complaint Ms T is unhappy with HSBC UK Bank Plc trading as First Direct. Ms T wants First Direct to update its records to note her name change. First Direct has said it requires further certification to complete the change. What happened Ms T confirmed she changed her n... (3 pages)View decision
