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 4269 results
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Decision Reference DRN-5380768
11 Mar 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5380768 The complaint Mr P has complained, with the help of a professional representative, about a transfer of his Aviva Life & Pensions UK Limited (”Aviva”) personal pension to an occupational pension scheme in December 2011. Mr P says Aviva failed in its responsibilities when... (5 pages)View decision -
Decision Reference DRN-3264832
19 Jan 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3264832 The complaint Mr M complains that Metro Bank PLC didn’t help recover the money he paid to a scam investment company. What happened Mr M says that he was interested in trading in the foreign exchange market and in February 2019, he came across an advertisement on social media fo... (5 pages)View decision -
Decision Reference DRN6882829
24 Apr 2019 Loans 2 Go Limited Not upheldBanking and creditMr and Mrs C complain about a hire purchase agreement taken out with Loans 2 Go Limited.backgroundMr and Mrs C entered into a loan agreement with Loans 2 Go in September 2017. They sold a vehicle they already owned to the finance provider for cash and signed a ... (5 pages)View decision -
Decision Reference DRN2367709
30 Mar 2021 Nationwide Building Society Not upheldBanking and creditComplaint Miss L complains Nationwide Building Society (Nationwide) won’t refund a cash withdrawal and an online bank transfer which she disputes to authorising. Background I sent Miss L and Nationwide my provisional decision on this matter on 5 March 2021. In my provisional decision - whi... (6 pages)View decision -
Decision Reference DRN8589304
6 Apr 2021 Hitachi Capital (UK) Plc UpheldBanking and creditComplaint Mr W is unhappy with the response of Hitachi Capital (UK) Plc (“Hitachi”), following a claim against it under section 75 of the Consumer Credit Act 1974 (“the Act”). Background Mr W was contacted by a company, which I’ll refer to as “F”, that supplied and installed solar panel sy... (5 pages)View decision -
Decision Reference DRN-4584333
26 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4584333 The complaint Ms M complains that Barclays Bank UK PLC (“Barclays”) won’t refund the money she lost after she fell victim to an investment scam. What happened I issued a provisional decision in December 2023 to explain why I thought Ms M’s complaint should be partially upheld. ... (6 pages)View decision -
Decision Reference DRN-5528465
2 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5528465 The complaint Mr E is unhappy with how NewDay Ltd handled things when he disputed some transactions on his credit card. What happened Around July 2023 Mr E says he contacted NewDay and asked to dispute various transactions from his credit card, in relation to dental consulta... (7 pages)View decision -
Decision Reference DRN-2973687
21 Oct 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2973687 The complaint Mr W says National Westminster Bank Plc has treated him unfairly in relation to a transaction on his credit card which was part payment for a car refurbishment. What happened Mr W bought a rare performance sports car in 2010 on finance. He has said in his statemen... (5 pages)View decision -
Decision Reference DRN0850522
1 Oct 2020 Abana Unipessoal Lda UpheldInvestment and pensionsMr L complains that he received unsuitable advice from an appointed representative (AR) of Abana, to transfer his Occupational Pension Scheme (OPS) funds into an Avalon SIPP and invest in high risk investments. These investments now don’t have a realisable value. To resolve the complaint, ... (27 pages)View decision -
Decision Reference DRN-4376749
12 Feb 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4376749 The complaint Ms J complains that Creation Consumer Finance Ltd didn’t provide her with the information she needed to prevent interest being charged on her purchase and then unlawfully took a payment from her account. She says that the credit agreement contained onerous terms t... (4 pages)View decision
