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 388057 results
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Decision Reference DRN-5732348
5 Dec 2025 AJ Bell Management Limited Not upheldInvestmentsDRN-5732348 The complaint Miss K complains that A J Bell Management Limited trading as AJ Bell (‘AJ Bell’) failed to make clear the fees it would charge for an ISA transfer. She also said AJ charged too much and delayed her transfer. What happened Miss K had a stocks and shares ISA with... (4 pages)View decision -
Decision Reference DRN-5761858
5 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5761858 The complaint Mr T is complaining that Wise Payments Limited hasn’t refunded a payment he was tricked into making as part of a scam. What happened Mr T had made a booking with a travel agency. He’s told us the booking was cancelled, and he called what he believed to be the t... (3 pages)View decision -
Decision Reference DRN-5831168
5 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5831168 The complaint Mrs M complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds she lost when she fell victim to what she believed was a scam. What happened What Mrs M says Mrs M says she was actively looking for investment opportunities. Mrs M’s son was also lookin... (6 pages)View decision -
Decision Reference DRN-5988442
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5988442 The complaint Mr and Mrs P’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (10 pages)View decision -
Decision Reference DRN-5985990
5 Dec 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5985990 The complaint Mr M has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave him loans without carrying out sufficient affordability checks. Had better checks been made then Cashfloat would’ve seen he was stuck in a cycle of borrowing. What happened A s... (5 pages)View decision -
Decision Reference DRN-5999141
5 Dec 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-5999141 The complaint Mr B, on behalf of the estate of Mrs B, complains about the reduction of the sum assured of a reviewable whole of life policy (RWOL). What happened The RWOL policy commenced on 10 March 1996 with a sum assured of £30,000 and a monthly premium of £84.30. I hav... (8 pages)View decision -
Decision Reference DRN-5929026
5 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5929026 The complaint Mr S complains that he didn’t receive a New Vehicle Payment (NVP) when entering into a hire agreement for a car with Motability Operations Limited (“Motability”). What happened In July 2025 Mr S applied for a hire agreement through Motability. Shortly afterward... (2 pages)View decision -
Decision Reference DRN-5891137
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5891137 The complaint Mr E has complained about charges applied at the end of his car finance agreement with Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (“NVS”). What happened The circumstances of the complaint are well known to the parties, so I won’t go over ... (2 pages)View decision -
Decision Reference DRN-5627750
5 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5627750 The complaint O, a limited company, complains that Metro Bank PLC unfairly closed its business account. What happened In December 2024, Metro emailed O to ask for some information to help it complete its due diligence checks. As no response was received, Metro sent another e... (3 pages)View decision -
Decision Reference DRN-5938136
5 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5938136 The complaint Miss L complains about the quality of a car she has been financing through an agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (who I’ll call Alphera). What happened The detailed background to this complaint is well know... (3 pages)View decision