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 123872 results
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Decision Reference DRN-5741063
7 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5741063 The complaint Mrs B complains that Clydesdale Bank Plc trading as Virgin Money made errors in transferring two ISAs, and she lost interest and tax benefits. What happened In October 2024 Mrs B contacted Virgin Money by email as she wanted to carry out two transfers from her ... (3 pages)View decision -
Decision Reference DRN-5672763
7 Aug 2025 NCO Europe Limited UpheldConsumer CreditDRN-5672763 The complaint Mr S complains NCO Europe Limited have incorrectly reported missed payments to his credit file for his debt management plan (DMP). What happened Mr S says he’s had his DMP for many years, and it’s only since NCO took over his account from March / April 2023 tha... (2 pages)View decision -
Decision Reference DRN-5740723
7 Aug 2025 Financial Professionals (NI) Ltd UpheldPensions and AnnuitiesDRN-5740723 The complaint Mr D complains about the advice given by Financial Professionals (NI) Ltd (‘FP’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension schemes to a personal pension plan. He says the advice was unsuitable for him and believes this has ca... (16 pages)View decision -
Decision Reference DRN-5213638
7 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5213638 The complaint Mr E, who brings the complaint on behalf of B a limited company, complains that HSBC UK Bank Plc hasn’t reimbursed B for its loss after it was targeted by scammers. What happened B has an account with HSBC. On 4 January 2024 B received an email from a known co... (4 pages)View decision -
Decision Reference DRN-5737851
7 Aug 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5737851 The complaint Mr H complains through a representative that Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”) lent to him without carrying out sufficient affordability checks. What happened In April 2020, Moneybarn provided Mr H with a conditional sale agreement for ... (4 pages)View decision -
Decision Reference DRN-5740850
7 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5740850 The complaint Mr L complained that the settlement payment Aviva Insurance Limited (“Aviva”) offered him was unfair, following the total loss of his car under his motor insurance policy. What happened Mr L was involved in a car accident. He contacted Aviva to make a claim, w... (3 pages)View decision -
Decision Reference DRN-5682601
7 Aug 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5682601 The complaint Miss M complains about a car supplied to her using a hire agreement taken out with LeasePlan UK Limited (“LeasePlan”). What happened In February 2021, Miss M acquired a new car using a hire agreement with LeasePlan. The agreement was for a minimum term of 36 m... (4 pages)View decision -
Decision Reference DRN-5737819
7 Aug 2025 Gain Credit LLC UpheldConsumer CreditDRN-5737819 The complaint Mr W complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr W’s loans can be found in the table below. loan number loan amount agreement da... (6 pages)View decision -
Decision Reference DRN-5733125
7 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5733125 The complaint Mr A complained about the settlement Aviva Insurance Limited (“Aviva”) offered him after his car was written off in an accident, under his motor insurance policy. What happened Mr A was involved in a car accident in October 2024. He contacted Aviva to make a c... (3 pages)View decision -
Decision Reference DRN-5627969
7 Aug 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5627969 The complaint Mrs D is unhappy that AXA PPP Healthcare Limited (AXA) didn’t give her enough information about changes made to her private medical insurance policy. She’s also unhappy with the service AXA provided in relation to this. What happened The background to this comp... (3 pages)View decision
