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 365360 results
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Decision Reference DRN-5195483
13 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5195483 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)... (25 pages)View decision -
Decision Reference DRN-5193490
13 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5193490 The complaint Mr and Mrs R’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 (the ‘CCA’) and (2) deciding aga... (23 pages)View decision -
Decision Reference DRN-5348345
13 Mar 2025 Lloyds Bank PLC Not upheldInsuranceDRN-5348345 The complaint Mrs J complains that Lloyds Bank PLC mis-sold her an income protection policy. What happened Mrs J had a meeting with Lloyds in September 2012 and October 2014. During both meetings Lloyds recommended Mrs J a policy that would provide an income benefit if she ... (3 pages)View decision -
Decision Reference DRN-5393266
13 Mar 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5393266 The complaint Miss B complains Somerset Bridge Insurance Services Limited provided a poor service as an insurance intermediary. What happened In January 2024 Miss B took out motor insurance arranged by Somerset Bridge. The policy was provided by an insurer - I’ll call it ‘D... (3 pages)View decision -
Decision Reference DRN-5394059
13 Mar 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5394059 The complaint Mr R complains ACI-UK Limited haven’t removed a default applied to his credit file for a debt they hold when he thinks they should. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevan... (5 pages)View decision -
Decision Reference DRN-5364915
13 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5364915 The complaint Mr H complains that Barclays Bank UK PLC did not refund a series of payments he says he lost to a scam. What happened Mr H was introduced to an investment opportunity by a financial advisor in 2019. I will refer to the company as ‘G’ and it provided investment ... (2 pages)View decision -
Decision Reference DRN-5249001
13 Mar 2025 Lloyds Bank PLC Not upheldInvestmentsDRN-5249001 The complaint The estate of the late Mr N is represented by a claims management company (CMC). It complains on their behalf about the advice they received from Lloyds Bank PLC (Lloyds) in 2006. It says that the advice was unsuitable for his circumstances at the time. What h... (3 pages)View decision -
Decision Reference DRN-5299142
13 Mar 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5299142 The complaint Mr and Mrs F complain that Metro Bank PLC (‘Metro’), as the recipient bank, didn’t do enough to prevent the loss they suffered when they sent money to its customer’s account as the result of an alleged scam. What happened Mr and Mrs F hold a joint account with... (3 pages)View decision -
Decision Reference DRN-5343461
13 Mar 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5343461 The complaint Mr W complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with statutory interest and any adverse information regarding the ... (3 pages)View decision -
Decision Reference DRN-5327695
13 Mar 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5327695 The complaint Mr W complains that American Express Services Europe Limited (AESEL) failed to tell him that using his card to make cash withdrawals would negatively impact his credit file. What happened Mr W holds an AESEL credit card. While abroad in June 2024 and having mis... (3 pages)View decision
