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 387322 results
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Decision Reference DRN-5855969
23 Dec 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5855969 The complaint Mr A complains that Advantage Finance Ltd (‘Advantage’) entered into a Hire Purchase agreement with him when it was unaffordable and that commission was unfairly paid to the broker without it being disclosed to him. Mr A complained using a professional represe... (5 pages)View decision -
Decision Reference DRN-5916134
23 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5916134 The complaint Mrs C complains that she wasn’t added to her husband’s account. What happened Mr C had an account with NatWest, and was seriously ill. In 2024, he asked NatWest if Mrs C could be added to his account. But NatWest says that instead of sending Mr C the form to ad... (2 pages)View decision -
Decision Reference DRN-5836539
23 Dec 2025 Quilter Financial Planning Solutions Limited UpheldPensions and AnnuitiesDRN-5836539 The complaint Mr E complains about the advice given by Quilter Financial Planning Solutions Limited (‘Quilter’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’) and invest the funds using a disc... (9 pages)View decision -
Decision Reference DRN-6032069
23 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6032069 The complaint Mr H complains that HSBC UK Bank Plc (HSBC) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of thi... (5 pages)View decision -
Decision Reference DRN-5738516
23 Dec 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5738516 The complaint Mrs B complains that Accredited Insurance (Europe) Ltd declined a claim for malicious damage under her home insurance policy. Any reference to Accredited includes its agents. What happened Mrs B holds a home insurance policy which is provided by Accredited, a... (3 pages)View decision -
Decision Reference DRN-5941087
23 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5941087 The complaint Miss L complains Monzo Bank Ltd (“Monzo”) closed her accounts without explanation. Miss L adds that at the time she was recovering from critical surgery due to a serious medical condition and so couldn’t deal with, and challenge, Monzo’s decision. Miss L says M... (4 pages)View decision -
Decision Reference DRN-5824992
23 Dec 2025 Bank of Scotland Plc UpheldMortgagesDRN-5824992 The complaint Mr P complains that Bank of Scotland plc trading as Halifax instructed a solicitor under its ‘free legals’ service when they couldn’t be used as Mr P’s property was self-built. He complains that this led to a new solicitor needing to be instructed at the last m... (3 pages)View decision -
Decision Reference DRN-5778040
23 Dec 2025 Interactive Investor Services Limited UpheldInvestmentsDRN-5778040 The complaint Mr S has a share dealing account with Interactive Investor Services Limited (“Interactive Investor”). Mr S’s complaint is that Interactive Investor caused him to lose the opportunity to sell one of his share holdings. What happened Mr S held shares (“the Shar... (5 pages)View decision -
Decision Reference DRN-5819596
23 Dec 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5819596 The complaint Miss L is unhappy with the way Startline Motor Finance Limited dealt with her when she sought to return a car it supplied under a hire purchase agreement. What happened In July 2024 Miss L entered into a hire purchase agreement with Startline for a used car. T... (4 pages)View decision -
Decision Reference DRN-5453927
23 Dec 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5453927 The complaint Mr K is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) acted irresponsibly in lending to him. His complaint has been handled by a representative, but for ease I’ve written as if we’ve dealt directly with him throughout. Wh... (4 pages)View decision