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 391431 results
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Decision Reference DRN-5913502
19 Nov 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5913502 The complaint Mr T complains that Scottish Equitable Plc trading as Aegon (“Aegon”) has failed to administer pension plans he holds in an effective manner. Specifically, he complains that information he was shown online was confusing and incorrect. He complains that Aegon fa... (4 pages)View decision -
Decision Reference DRN-5783142
19 Nov 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5783142 The complaint Mr M complains that Madison CF UK Limited, trading as 118 118 Money (“118 118 Money”), lent to him irresponsibly by providing a credit card and subsequent credit limit increase without sufficient affordability checks being made. What happened 118 118 Money pro... (3 pages)View decision -
Decision Reference DRN-5963184
19 Nov 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5963184 The complaint Ms S complains that the car she acquired through Blue Motor Finance Ltd (“BMF”) was misrepresented to her. She says this caused her additional expense and reduced the car’s value when she sold it. What happened Ms S entered into a hire purchase agreement in Aug... (5 pages)View decision -
Decision Reference DRN-5938046
19 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5938046 The complaint Mrs D complains that Nationwide Building Society has not honoured a current account switch incentive payment. What happened During 2025, Nationwide was offering a £200 incentive payment to customers switching a bank account to it. The process involved customer... (3 pages)View decision -
Decision Reference DRN-5962728
19 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5962728 The complaint Mrs C complains Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her under Section 140A of the CCA. Mrs C is represented i... (11 pages)View decision -
Decision Reference DRN-5790688
19 Nov 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5790688 The complaint Miss M complains about the quality of a vehicle she acquired through a hire purchase agreement financed by Oodle Financial Services Limited (Oodle). What happened In May 2024 Miss M acquired a used car through a hire purchase agreement. The car was about six y... (3 pages)View decision -
Decision Reference DRN-5963003
19 Nov 2025 Soldo Financial Services Ltd Not upheldBanking and PaymentsDRN-5963003 The complaint W is a company, which has brought this complaint through its director, whom I’ll refer to as “Mr L”. W complains that Soldo Financial Services Ltd blocked and then closed its account without notice and without providing any reasons. It complains too that Soldo ... (2 pages)View decision -
Decision Reference DRN-5963143
19 Nov 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5963143 The complaint Mr H received advice from St. James's Place Wealth Management Plc (‘SJP’) in 2010, which resulted in him contributing to an existing pension with SJP. Mr H has complained about the advice, saying that it wasn’t suitable for his circumstances as the charges... (6 pages)View decision -
Decision Reference DRN-5961624
19 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5961624 The complaint Mr A complains American Express Services Europe Limited has harassed him, unfairly defaulted him, and unfairly recorded adverse information on his credit file. He says that American Express Services Europe Limited has, in effect, abused him and that this has ca... (3 pages)View decision -
Decision Reference DRN-5537463
19 Nov 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-5537463 The complaint Mr S has complained that Virgin Media Mobile Finance Limited (VMMF) sought payment from him under a credit agreement he didn’t take out. What happened The circumstances of the complaint are well known to the parties, so I’m not going to go over everything agai... (3 pages)View decision