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 385994 results
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Decision Reference DRN-5981828
27 Nov 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5981828 The complaint Mr S complains that Scottish Widows failed to ask appropriate questions or otherwise inform him about the option to request a Transitional Tax-Free Amount Certificate (TTFAC) before he fully cashed in his pension plan in April 2024. He believes this error led t... (10 pages)View decision -
Decision Reference DRN-5570932
27 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5570932 The complaint Mrs H complains that the car she acquired financed through a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. What happened In July 2022 Mrs H acquired a used car financed through a hire purchase agreement with Black Horse. Mrs H... (3 pages)View decision -
Decision Reference DRN-5874159
27 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5874159 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (13 pages)View decision -
Decision Reference DRN-5804363
27 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5804363 The complaint Mrs R complains Barclays Bank UK PLC won’t refund the money she lost to what she believes was an investment scam. In bringing this complaint Mrs R is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this co... (8 pages)View decision -
Decision Reference DRN-5807612
27 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5807612 The complaint Mrs R complains HSBC UK Bank Plc won’t refund the money she lost to what she believes was an investment scam. In bringing this complaint Mrs R is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this comp... (8 pages)View decision -
Decision Reference DRN-5849323
27 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5849323 The complaint Mr P complains Lloyds Bank PLC (“Lloyds”) closed his account without explanation nor fair notice. Mr P adds that Lloyds’s actions have unfairly impacted his credit file. To put things right, Mr P wants a detailed explanation, the account reinstated, his credit ... (2 pages)View decision -
Decision Reference DRN-5959849
27 Nov 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5959849 The complaint Mr P has complained about the way AmTrust Specialty Limited (ASL) handled a claim under his landlord’s home emergency policy. What happened On 1 January 2025 Mr P contacted ASL to make a claim as there was no heating in his tenanted property. ASL instructed a ... (3 pages)View decision -
Decision Reference DRN-5898203
27 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5898203 The complaint Miss M has complained Revolut Ltd won’t refund 51 transactions made using her Revolut card and iPhone which she didn’t authorise. What happened In August 2025 Miss M contacted Revolut as she’d seen numerous transactions to gaming websites being made from her Re... (2 pages)View decision -
Decision Reference DRN-5938029
27 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5938029 The complaint The estate of Ms L complains Nationwide Building Society (“Nationwide”) refuses to refund it for unauthorised transactions on its account. This complaint has been brought by the executor of the late Ms L’s will, who I will refer to as “T” in my decision. The co... (3 pages)View decision -
Decision Reference DRN-5897308
27 Nov 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5897308 The complaint Mr M has complained TSB Bank plc won’t refund him for a cash machine withdrawal that wasn’t successfully completed. What happened Mr M has held an account with TSB since August 2020. In July 2025 Mr M used a cash machine at a local Post Office to withdraw money... (3 pages)View decision
