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 392389 results
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Decision Reference DRN-6041314
22 Dec 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6041314 The complaint Mr M and Mr T as trustees of the T Trust complain about the outcome of a review carried out in 2024 of its Reviewable Whole of Life (RWOL) policy. Mr T has represented the T Trust throughout this complaint so I will refer only to him within this decision. What... (8 pages)View decision -
Decision Reference DRN-5895292
22 Dec 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5895292 The complaint Mrs R complains National Savings and Investments (“NS&I”) refuses to refund her for unauthorised transactions on her account. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mrs R di... (2 pages)View decision -
Decision Reference DRN-5781231
22 Dec 2025 FCE Bank Plc Not upheldConsumer CreditDRN-5781231 The complaint Mr S, through his representative, complains that FCE Bank Plc trading as Ford Credit (Ford Credit) lent to him by approving two car finance agreements when he could not afford them. Mr S’ representative has said that an unfair relationship was established under... (3 pages)View decision -
Decision Reference DRN-5765026
22 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5765026 The complaint Mrs C is unhappy with the amount she’s being charged by BMW Financial Services (GB) Limited trading as BMW Financial Services (‘BMWFS’) on early termination of a hire agreement she had with them. What happened In March 2023, Mrs C was supplied with a new car t... (6 pages)View decision -
Decision Reference DRN-5975867
22 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5975867 The complaint Miss H complains that NewDay Ltd trading as Aqua (NewDay) irresponsibly provided her with credit on several occasions, which she could not afford to repay. What happened In February 2020, Miss H applied for a credit card with NewDay. She was given an initial c... (4 pages)View decision -
Decision Reference DRN-5741463
22 Dec 2025 Match the Cash Limited Not upheldConsumer CreditDRN-5741463 The complaint Mr P complains Match the Cash Limited (“MTC”) irresponsibly lent to him by not conducting proper affordability checks. What happened In August 2024 Mr P took out a loan with MTC. He was given a loan for £5,000 to be repaid over 36 months with a monthly repaymen... (2 pages)View decision -
Decision Reference DRN-5778617
22 Dec 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5778617 The complaint Mr and Mrs R complain that Bank of Scotland plc trading as Halifax misled them about its porting process. They complain that this has caused them to incur an early repayment charge (ERC). What happened Mr and Mrs R had an existing mortgage with Halifax. Their f... (3 pages)View decision -
Decision Reference DRN-5680706
22 Dec 2025 FCE Bank Plc Not upheldConsumer CreditDRN-5680706 The complaint Mr S, through his representative, complains that FCE Bank Plc trading as Ford Credit (Ford Credit) lent to him by approving two car finance agreements when he could not afford them. Mr S’ representative has said that an unfair relationship was established under... (3 pages)View decision -
Decision Reference DRN-6040852
22 Dec 2025 Skrill Limited UpheldBanking and PaymentsDRN-6040852 The complaint Mr C complains that Skrill Ltd blocked and then closed his account without notice. It then refused to pay him the funds held to the credit of the account but debited it with a “Repair Fee”. What happened In March 2024 Mr C opened an account with Skrill. The acc... (2 pages)View decision -
Decision Reference DRN-6040350
22 Dec 2025 Murphy Wealth Limited UpheldPensions and AnnuitiesDRN-6040350 The complaint Mr M complains that Murphy Wealth Limited (‘MWL’) failed to fairly disclose that he would be paying ‘transaction charges’ within his self-invested personal pension (‘SIPP’), and that it underrepresented the annual management charges. He thinks that he should be... (3 pages)View decision