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 383377 results
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Decision Reference DRN-5275645
3 Jul 2025 Scottish Widows Limited Not upheldInsuranceDRN-5275645 The complaint Mr R complains that he didn’t receive annual statements for some life policies he held with Scottish Widows Limited. What happened In late 2024 Mr R complained about three policies he held with Scottish Widows saying he hadn’t been receiving annual statements. ... (3 pages)View decision -
Decision Reference DRN-5230319
3 Jul 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5230319 The complaint Mr G, on behalf of M, complains that Prepay Technologies Ltd (trading as Mettle) will not refund all the money it has lost to a scam. What happened The background to this complaint is well known to both parties so I will not set it out in detail here. In summar... (4 pages)View decision -
Decision Reference DRN-5172779
3 Jul 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5172779 The complaint Mr G says that, after initially being told that Hargreaves Lansdown Asset Management Limited (Hargreaves Lansdown) wouldn’t charge him for holding cash in his self-invested personal pension (SIPP), he says he’s now discovered that it does in fact make a charge.... (4 pages)View decision -
Decision Reference DRN-5662876
3 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5662876 The complaint Miss B complains about the way in which Wise Payments Limited handled her claim for a refund when a supermarket attempted to deliver an incorrect order. What happened In July 2023 Miss B placed an online order with a supermarket, which I’ll call “M”. She paid u... (3 pages)View decision -
Decision Reference DRN-5598568
3 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5598568 The complaint Miss Y’s complained about the way Ageas Insurance Limited have handled the claim she made after there was an escape of water at her home. What happened The history of this matter is well known to both parties. So I won’t repeat it all here. But, to summarise,... (3 pages)View decision -
Decision Reference DRN-4495088
3 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4495088 The complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (‘CCA’) Background to the complaint Mr P pur... (4 pages)View decision -
Decision Reference DRN-5599421
3 Jul 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5599421 The complaint Mrs W complains about the way that Barclays Bank PLC, trading as Barclaycard, has dealt with a credit card account after her husband passed away. What happened Mrs W’s late husband had a business credit card account with Barclaycard for a partnership between Mr... (3 pages)View decision -
Decision Reference DRN-5604781
3 Jul 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5604781 The complaint Mr L complains that HSBC Bank UK Plc (‘HSBC’) unfairly refused to open new banking products with him because they’d retained historical data about his IVA for longer than six years. Mr L wants HSBC to remove the record of his IVA and pay compensation for his d... (2 pages)View decision -
Decision Reference DRN-5586989
3 Jul 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5586989 The complaint Mr P complains about the default that’s been reported by Go Car Credit Limited about a hire purchase agreement under which a car was supplied to him. What happened A used car was supplied to Mr P under a hire purchase agreement with Go Car Credit that he electr... (3 pages)View decision -
Decision Reference DRN-5206881
3 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5206881 The complaint Mrs R is unhappy with how The Royal Bank of Scotland Plc (RBS) dealt with her dispute about two 78p transactions which she says she didn’t authorise. What happened I issued my provisional decision in June of this year. I’ve not been provided with any addition... (3 pages)View decision
