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 4777 results
-
Decision Reference DRN-4042156
2 Jun 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4042156 Complaint Mr and Mrs B are unhappy that HSBC UK Bank Plc (trading as first direct) haven’t refunded them after Mr B fell victim to a scam. Background In August 2022, Mr B wanted to buy a van. He found an advert online for a used van that was available at a good price, given its... (3 pages)View decision -
Decision Reference DRN6534658
10 Jun 2020 Ikano Bank AB (publ) Not upheldBanking and creditMr F has complained following a claim he made to Ikano Bank AB (publ) (“Ikano”) under the Consumer Credit Act 1974 (“CCA”).background In January 2018 Mr F was approached by a company called The Mikhno Group Ltd (“Mikhno”) who sold him a solar panel system and arranged a 10-year loan for £7... (3 pages)View decision -
Decision Reference DRN-2400784
4 Jan 2021 Lowell Financial Ltd Not upheldConsumer CreditDRN-2400784 The complaint Mr H complains about the treatment he has received from Lowell Financial Limited (“Lowell”) in respect of three credit card debts purchased by it, two in respect of two credit cards issued by a business that I will call C and one in respect of one credit card issu... (3 pages)View decision -
Decision Reference DRN4163363
23 Jun 2017 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr M is unhappy that Ageas Insurance Limited has refused to cover a claim under his legal expenses insurance policy.Ageas appointed claims handlers to deal with the claim on its behalf and all references to Ageas in this decision should be read as including those c... (7 pages)View decision -
Decision Reference DRN-5594557
24 Jun 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5594557 The complaint Mr M complains about delays caused by Options UK Personal Pensions LLP when he asked it to transfer his Self-Invested Personal Pension (SIPP) to another provider. What happened Mr M held a “Smart SIPP.” Options was the administrator of the Scheme. The Scheme T... (10 pages)View decision -
Decision Reference DRN4653929
26 Nov 2020 Barclays Bank UK PLC Not upheldBanking and creditComplaint Mr C complains that Barclays Bank UK PLC pressured him into selling assets and then his home at less than market value. He also complains that Barclays unfairly withdrew an offer to extend the term of his mortgage. Background Mr C took an 8 year, interest only, residential mortga... (6 pages)View decision -
Decision Reference DRN-4206694
28 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4206694 The complaint Mr S complains that Nationwide Building Society will not refund transactions he says he didn’t make or authorise. What happened Mr S is disputing over £15,000 of transactions made from his Nationwide current account between August and November 2022. The transactio... (5 pages)View decision -
Decision Reference DRN1246696
16 Apr 2020 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Mr T has complained about Markerstudy Insurance Company Limited’s service after he claimed on his motor insurance policy.Reference to Markerstudy includes its agents.backgroundMr T’s car hit another while in a car park. He asked Markerstudy to repair the damage to his car. Mr T was very un... (5 pages)View decision -
Decision Reference DRN7957498
27 Mar 2019 Nationwide Building Society Not upheldBanking and creditMr C’s unhappy that Nationwide Building Society rejected his claim under section 75 Consumer Credit Act 1974 for the refund of a deposit he paid for a car hired abroad. backgroundMr C says he hired a car abroad but wasn’t refunded the deposit by the hirer as pro... (3 pages)View decision -
Decision Reference DRN-4662470
12 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4662470 The complaint Mr S, a sole trader, complains that National Westminster Bank Plc are unfairly pursuing him for repayment of a bounce back loan (“BBL”) that was actually taken out by a limited company, of which Mr S is the director. What happened Mr S opened a business current ac... (6 pages)View decision