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-5319525
19 Mar 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5319525 The complaint Mr M complains Plata Finance Limited (at the time trading as Zopa Limited) irresponsibly arranged two unaffordable loans for him. Mr M is represented by a claims management company, but for ease I’ll refer to all submissions as though they are his own. What ha... (4 pages)View decision -
Decision Reference DRN-5372069
19 Mar 2025 Coventry and Warwickshire Reinvestment Trust Ltd. Not upheldBanking and PaymentsDRN-5372069 The complaint A limited company, which I’ll refer to as E, complains that Coventry and Warwickshire Reinvestment Trust Ltd (“CWRT”) treated it unfairly and failed to act as a responsible lender. E is represented by its sole director, Mr R. What happened E took out a Coronavi... (6 pages)View decision -
Decision Reference DRN-5216336
19 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5216336 The complaint Mr L complains that Lloyds bank PLC won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions ... (3 pages)View decision -
Decision Reference DRN-5368109
19 Mar 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5368109 The complaint Mr A says Loans 2 Go Limited irresponsibly lent to him. What happened Mr A took out a loan for £750 from Loans 2 Go on 28 May 2024. The monthly repayments were £154.17 and the total repayable was £2,775.06. Mr A says the loan was unaffordable and too expensive ... (3 pages)View decision -
Decision Reference DRN-5088289
19 Mar 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5088289 The complaint Mr T has complained about the administration of a withdrawal request from his Self-Invested Personal Pension (‘SIPP’) with Aviva Life & Pensions UK Limited (‘Aviva’). He says Aviva mistook his request to expedite an existing withdrawal as a request for a se... (3 pages)View decision -
Decision Reference DRN-5312255
19 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5312255 The complaint Mr B complains that Capital One (Europe) plc irresponsibly lent to him. Mr B is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr B himself. What ha... (2 pages)View decision -
Decision Reference DRN-5200283
19 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5200283 The complaint Mrs A complains that Wise Payments Limited would not refund money she lost to a scam. Mrs A is represented by C, for ease, I have referred to comments made by C as being made by Mrs A. What happened Mrs A said she made the following faster payments to several... (3 pages)View decision -
Decision Reference DRN-5301287
19 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5301287 The complaint Mr N complains that Vanquis Bank Limited irresponsibly lent to him. Mr N is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr N himself. What happen... (4 pages)View decision -
Decision Reference DRN-5407995
19 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5407995 The complaint Mr A complains HSBC UK Bank Plc didn’t do enough to assist him in locating funds that went missing after a transfer. What happened I sent the parties a provisional decision in March 2025, in which I set out the following background information to the complaint ... (3 pages)View decision -
Decision Reference DRN-5302432
19 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5302432 The complaint Mr B complains about Admiral Insurance (Gibraltar) Limited (Admiral) cancelling his motor insurance policy. Any reference to Admiral in this decision includes their agents. What happened In April 2024 Mr B took out a motor insurance policy with Admiral, throu... (4 pages)View decision
