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 5162 results
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Decision Reference DRN5588229
20 Apr 2016 Aviva Life & Pensions UK Limited Not upheldInvestment and pensionsMr B believes Aviva Life & Pensions UK Limited (Aviva) wrongly advised him to invest £12,000 in a bond in 1999 when he had an outstanding mortgage of £33,000 at the time.backgroundMr B surrendered this bond in 2004, receiving back his initial capital but no invest... (2 pages)View decision -
Decision Reference DRN7010560
7 Mar 2017 National Westminster Bank Plc Not upheldBanking and creditMr D complains that, although National Westminster Bank Plc raised a chargeback claim for a large number of transactions with an online company and credited his account with the amount of money involved, it then re-debited it some months later.backgroundMr D told us he... (2 pages)View decision -
Decision Reference DRN1870793
17 Jul 2019 CMC Markets UK plc Not upheldInvestment and pensionsMr B complains that he is unhappy with the service provided by CMC Markets UK Plc (“CMC”) while trading contracts for difference (CFDs).backgroundI issued my provisional decision in June 2019 which is attached and forms part of my final decision. In this I set out why I didn’t think Mr B’s... (6 pages)View decision -
Decision Reference DRN-2085174
11 Aug 2021 Chetwood Financial Limited Not upheldConsumer CreditDRN-2085174 The complaint Miss B complains that Chetwood Financial Limited (trading as ‘LiveLend’) gave her a loan irresponsibly. She feels there are a number of questions that weren’t asked at the point of application, and it didn’t fully consider her personal circumstances. Background to... (4 pages)View decision -
Decision Reference DRN-5708767
24 Sep 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5708767 The complaint Miss M is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to her irresponsibly by providing her with two personal loans. What happened In July 2023, Miss M applied for a loan with MCB. They lent her £2,000 over a two-y... (4 pages)View decision -
Decision Reference DRN-2475276
4 Feb 2021 Advanced Payment Solutions Limited UpheldConsumer CreditDRN-2475276 The complaint Miss D says Advanced Payment Solutions Limited trading as Cashplus lent to her irresponsibly. She says that Cashplus didn’t check if the loans were affordable for her. If it had done it wouldn’t have lent to her. What happened This complaint is about 18 payday (i... (5 pages)View decision -
Decision Reference DRN0029314
2 Nov 2018 Express Finance (Bromley) Limited UpheldBanking and creditMr S complains that Express Finance (Bromley) Limited (formerly trading as Payday Express) made short-term loans to him when it shouldn’t have.backgroundFrom March 2011 to May 2011, Mr S took 4 short-term loans from a company he considers to be a sister company of Pay... (5 pages)View decision -
Decision Reference DRN-3349909
3 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3349909 The complaint Mr N complains that NewDay Ltd has refused to refund transactions (made using his NewDay credit card) to a fraudulent binary options company. What happened Mr N received a call from a representative of XMarkets.com (XMarkets) who sold him an investment opportunity... (7 pages)View decision -
Decision Reference DRN-4169691
7 Feb 2024 IG Index Limited Not upheldInvestmentsDRN-4169691 The complaint Mr P complains that IG Index Limited trading as IG allowed him to open a spread-betting account despite him asking it to prevent him from doing so some years before. He says he suffered financial losses as a result. What happened Mr P has had a spread-betting acco... (4 pages)View decision -
Decision Reference DRN-3315546
1 Mar 2022 XTB Limited Not upheldInvestmentsDRN-3315546 The complaint Mr T complains that XTB Limited failed to protect him from incurring significant losses on his trading account. He feels it should have recognised that he’d developed a problem and taken steps to restrict his account. What happened Mr T opened his Contracts for Di... (4 pages)View decision
