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 384131 results
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Decision Reference DRN-5078878
27 Jun 2025 etika Finance UK Limited Not upheldConsumer CreditDRN-5078878 The complaint Mr B complains about a training course package he financed using a fixed sum loan agreement with ETIKA FINANCE UK LIMITED (“Etika”). He says the course was mis-represented to him and he wasn’t given promised support. What happened In March 2023, Mr B enrolled o... (4 pages)View decision -
Decision Reference DRN-5592761
27 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5592761 The complaint Mr B has complained Starling Bank Limited wouldn’t use the international card schemes chargeback mechanism to secure him a refund for gambling transactions. He’d made these after unsuccessfully trying to close his gambling account with the merchant involved. Wh... (2 pages)View decision -
Decision Reference DRN-5318835
27 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5318835 The complaint Mr W complains The Royal Bank of Scotland Plc (“RBS”) didn’t do enough to help get a refund for transactions taken from his debit card. What happened In August 2024, Mr W’s RBS debit card was charged five times by a car hire company. Mr W says he didn’t recogn... (2 pages)View decision -
Decision Reference DRN-5469728
27 Jun 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5469728 The complaint Mr A complains that Trading 212 UK Limited delayed verifying his identity which prevented him from executing critical trades on his account. What happened Mr A opened a trading account with Trading 212 in 2020. He provided his original passport for identificat... (2 pages)View decision -
Decision Reference DRN-5653117
27 Jun 2025 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5653117 The complaint Mr M complains that the no claims discount protection offered when he took out his motor insurance policy through Somerset Bridge Insurance Services Limited trading as Vavista (SBISL) was mis-sold. What happened In June 2023 Mr M used an online comparison websi... (3 pages)View decision -
Decision Reference DRN-5597623
27 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5597623 The complaint Mr A complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) lent to him irresponsibly. What happened On 15 September 2021, Mr A entered into a hire purchase agreement with Oodle as shown below, to buy a used car. This loan settled... (3 pages)View decision -
Decision Reference DRN-5050474
27 Jun 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5050474 The complaint Mr B has complained PayPal UK Ltd won’t refund transactions he made using his PayPal account which he says he didn’t authorise. What happened Mr B complained to PayPal that they were holding him liable for a debt of more than £2,000 which covered numerous gamin... (2 pages)View decision -
Decision Reference DRN-5653047
27 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5653047 The complaint Mr S has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited. Mr S says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate invest... (38 pages)View decision -
Decision Reference DRN-5627891
27 Jun 2025 Protector Insurance UK Not upheldInsuranceDRN-5627891 The complaint Miss B is unhappy with Protector Insurance UK (Protector) handling of her building insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them here in any detail. Instead, I’ll focus on the reasons for my... (3 pages)View decision -
Decision Reference DRN-5449809
27 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5449809 The complaint Mr A has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr A made an application for a current account with HSBC in September 2024 which was turned down. He subsequently discovered HSBC had lodged a CIF... (2 pages)View decision
