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 367928 results
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Decision Reference DRN-5578061
28 May 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5578061 The complaint Miss H complains Secure Trust Bank PLC trading as V12 Retail Finance (V12) failed to carry out sufficient financial checks before it provided credit facilities to her. What happened Miss H says she took out a finance agreement of £1,083.56 in 2019 with V12 and ... (3 pages)View decision -
Decision Reference DRN-5585651
28 May 2025 Hansells Solicitors Not upheldPensions and AnnuitiesDRN-5585651 The complaint Mr M complains that Hansells Solicitors failed to deliver the promised periodic reviews of his pension policy to assess the impact of some changes to his circumstances and adjust his portfolio accordingly. He says Hansells has failed to care for him as a client... (5 pages)View decision -
Decision Reference DRN-5580928
28 May 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5580928 The complaint Mrs C and Mr S’s complaint is, in essence, that First Holiday Finance 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’... (20 pages)View decision -
Decision Reference DRN-5565690
28 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5565690 The complaint S, a limited company, complains that HSBC UK Bank Plc failed to make an international payment causing reputational damage and delayed the return of its money. What happened S explains that on 11 November 2024 it authorised an international payment of Euros 8,30... (3 pages)View decision -
Decision Reference DRN-5586903
28 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5586903 The complaint Mr G complains Revolut Ltd failed to protect him when he was falling victim to a scam and hasn’t reimbursed him since that scam was revealed. What happened I issued a provisional decision (PD) for Mr G’s complaint on 14 May 2025. In it I set out the background... (8 pages)View decision -
Decision Reference DRN-5584382
28 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5584382 The complaint Miss W complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss W is being represented by a third party. To keep things simple, I will refer to Miss W throughout my decision. What happened In summary, Miss... (4 pages)View decision -
Decision Reference DRN-5586869
28 May 2025 Lendwise Ltd UpheldConsumer CreditDRN-5586869 The complaint Miss P complains Lendwise Ltd brought about an unaffordable loan for her, and didn’t provide forbearance when she made it aware of financial difficulties. What happened Lendwise arranged a loan for Miss P in August 2020 through its peer to peer (P2P) lending pl... (6 pages)View decision -
Decision Reference DRN-4599275
28 May 2025 JAJA FINANCE LTD Not upheldConsumer CreditDRN-4599275 The complaint Mrs V has complained that Jaja Finance Ltd 1 (“JAJA”) unfairly turned down her complaint made under a number of provisions of the Consumer Credit Act 1974 (“CCA”). What happened In March 2013, Mrs V, alongside another, purchased holiday club membership from a ... (5 pages)View decision -
Decision Reference DRN-5563767
28 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5563767 The complaint Mr L complains about the service he received from Lloyds Bank PLC (“Lloyds”) when it applied a block to his account following an attempt to make a large transfer online to buy a van. What happened On 2 May 2024 having travelled two hours from home Mr L attempte... (3 pages)View decision -
Decision Reference DRN-5163180
28 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5163180 The complaint Mrs D complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money she says was lost as the result of a scam. What happened In 2021, Mrs D was introduced to an investment opportunity by a broker. I’ll refer to the company offering ... (4 pages)View decision
