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 4395 results
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Decision Reference DRN-2858299
29 Jun 2021 Insurance Factory Ltd Not upheldInsuranceDRN-2858299 The complaint Mr S is unhappy with the amount Insurance Factory Ltd (trading as Lancaster Insurance Services) says he owes after he cancelled his car insurance policy. What happened Mr S took out a car insurance policy through Lancaster – a broker. He applied for the policy thr... (4 pages)View decision -
Decision Reference DRN-4148637
19 Sep 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4148637 The complaint Mr H has complained about the way Mitsubishi HC Capital UK Plc (“MHCC”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act... (4 pages)View decision -
Decision Reference DRN-5341171
24 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5341171 The complaint Mr T has complained, with the help of his representatives, about a transfer of his ReAssure Limited (‘ReAssure’) personal pension to a small self-administered scheme (SSAS) in December 2014. Mr T’s SSAS was subsequently used to invest in a fractional ownership ... (10 pages)View decision -
Decision Reference DRN-4535897
5 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4535897 The complaint Miss F complains Nationwide Building Society unfairly refused to refund her unauthorised transactions on her account. What happened In early February 2023 Miss F informed Nationwide there were multiple transactions on her account which she didn’t recognise or auth... (4 pages)View decision -
Decision Reference DRN9902232
21 Oct 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs F have complained that Lloyds Bank Plc (“Lloyds”) mis-sold them two packaged bank accounts. They paid a monthly fee for the accounts which provided several benefits in return.backgroundMr and Mrs F’s account was opened in 1987. Lloyds’ earliest records show that it was a fee- fr... (5 pages)View decision -
Decision Reference DRN-2693448
18 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2693448 The complaint Mr L complains that Barclays Bank UK PLC trading as Barclaycard will not agree to a charitable write off of his credit card balance and have registered a default. What happened Mr L used a Barclaycard for expenses due to personal circumstances. He had to reduce hi... (4 pages)View decision -
Decision Reference DRN-3962357
20 Feb 2023 Telefonica UK Limited Not upheldConsumer CreditDRN-3962357 The complaint Mr G complains that Telefonica UK Limited treated him unfairly in relation to his fixed sum loan with it. What happened Mr G entered into a fixed sum loan with Telefonica to finance the purchase of an electronic device in March 2020. I understand he was also provi... (4 pages)View decision -
Decision Reference DRN-4898033
10 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4898033 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr A has explained that in July 2021 he made a payment of £8... (5 pages)View decision -
Decision Reference DRN-3550953
21 Jun 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3550953 The complaint Mr S is complaining that Metro Bank PLC discriminated against him by not allowing him to open a bank account with them. What happened Mr S is an asylum seeker and holds an application registration card (ARC) which was issued to him in February 2021. His card had a... (4 pages)View decision -
Decision Reference DRN2869199
13 Jun 2019 Whitehead Group Limited UpheldInvestment and pensionsMiss A complains that advice from Whitehead Group Limited (‘Whitehead’) to transfer her final salary occupational pension (“OPS”) benefits to a personal pension plan (‘PPP’) in 1994 was not reviewed as part of the industry-wide pensions review directed by the then indu... (5 pages)View decision
