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 367300 results
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Decision Reference DRN-5109107
16 May 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5109107 The complaint Miss S complains about the quality of a used car that was supplied through a hire purchase agreement with Startline Motor Finance Limited (Startline). What happened In October 2023, Miss S acquired a used car through a Hire purchase agreement with Startline. Th... (5 pages)View decision -
Decision Reference DRN-5478156
16 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5478156 The complaint Mr D complains about Lloyds Bank PLC. He would like Lloyds to refund him £950 that he lost to a recovery scam. What happened The details of what happened here are well-known to both parties, so I won’t repeat them in detail here. In summary, Mr D had previou... (3 pages)View decision -
Decision Reference DRN-4977738
16 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4977738 The complaint M, a limited company, complains that National Westminster Bank PLC has declined to refund disputed transactions that debited its account in February 2024. What happened M is represented by Mr A, one of its directors. I’ll refer to Mr A throughout this decision.... (4 pages)View decision -
Decision Reference DRN-5497603
16 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5497603 The complaint Mr M complained that Aviva Insurance Limited (“Aviva”) unfairly cancelled and avoided (treated it as though it never existed) his motor insurance policy. What happened Mr M said his policy was unexpectedly cancelled. He said he was repeatedly asked to provide i... (3 pages)View decision -
Decision Reference DRN-5207229
16 May 2025 Seven Investment Management LLP UpheldPensions and AnnuitiesDRN-5207229 The complaint Mrs P has complained that Seven Investment Management LLP (Seven) caused a delay in processing her request to take a lump sum payment from her Uncrystallised Funds Pension Lump Sum (UFPLS). This delay caused her to suffer a financial loss that she would like to... (5 pages)View decision -
Decision Reference DRN-5515543
16 May 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5515543 The complaint Ms L and Mr R complain about Amtrust Specialty Limited’s handling of their buildings guarantee claim. All references to Amtrust also include its appointed agents. What happened Our service previously considered a complaint regarding Amtrusts’ handling of Ms L a... (6 pages)View decision -
Decision Reference DRN-5011167
16 May 2025 Black Horse Limited UpheldConsumer CreditDRN-5011167 The complaint Miss H complains about the quality of a car that was supplied through a hire purchase agreement with Black Horse Limited (BHL). What happened In June 2023, Miss H acquired a used car through a hire purchase agreement with BHL. The car had travelled 1,485 miles... (4 pages)View decision -
Decision Reference DRN-5531192
16 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5531192 The complaint Mr F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) the contract being unenforceable, (3... (35 pages)View decision -
Decision Reference DRN-4916111
16 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4916111 The complaint Mr H complains about the way Lloyds Bank PLC (Lloyds) handled his chargeback claim. What happened In October 2023, Mr H raised two payment disputes. Mr H had made two payments using his debit card and he stated the goods hadn’t been received. Lloyds provided Mr... (3 pages)View decision -
Decision Reference DRN-5520249
16 May 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5520249 Complaint Mr S has complained about a personal loan which he says Creation Consumer Finance Ltd (“Creation”) irresponsibly provided to him. He says that the repayments to the loan were unaffordable and so it shouldn’t have been provided to him. Background Creation provided ... (3 pages)View decision
