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 652 results
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Decision Reference DRN-4681617
14 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4681617 The complaint Mr C complains that HSBC is unfairly holding him personally liable for a bounce back loan (“BBL”) he applied for in the name of a limited company, of which he was a director. What happened Mr C opened a business current account with HSBC in December 2018, as a sol... (5 pages)View decision -
Decision Reference DRN-5698353
17 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5698353 The complaint Mr M complains that a motorbike that was supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited, trading as Moneybarn, wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint last month in which I... (5 pages)View decision -
Decision Reference DRN-4809089
22 Aug 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4809089 The complaint Mr W is unhappy that Scottish Widows Limited (Scottish Widows) incorrectly updated his address details in 2015. What happened Mr W has a pension with Scottish Widows. In April 2015 Scottish Widows received information internally from the banking arm of the fir... (6 pages)View decision -
Decision Reference DRN-3480137
24 Nov 2022 Soteria Insurance Limited UpheldInsuranceDRN-3480137 The complaint Ms F and Mr W complain about the way Soteria Insurance Limited trading as Co-Op Insurance [“Co-Op”] has handled a claim they’ve made under their buildings insurance following subsidence. What happened As Mr W has led the complaint with this Service, I’ll refer to ... (6 pages)View decision -
Decision Reference DRN-3845790
30 Jan 2023 GE Money Consumer Lending Limited Not upheldConsumer CreditDRN-3845790 The complaint Ms E and Mr G complain that GE Money Consumer Lending Limited has rejected the claims that they’ve made under the Consumer Credit Act 1974. They’re being represented in their complaint by a legal adviser. What happened Ms E and Mr G had bought a trial membership o... (5 pages)View decision -
Decision Reference DRN-4778062
11 Sep 2024 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-4778062 The complaint Mr O has complained North Edinburgh and Castle Credit Union Limited, trading as Castle Community Bank is asking him to repay a personal loan he didn’t take out. What happened In September 2023, Mr O fell for a scam after being told his personal information had ... (3 pages)View decision -
Decision Reference DRN5087462
6 Feb 2014 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs L complain that National Westminster Bank Plc failed to contact them about the renewal of the overdraft facility for their partnership, M. As a result, they say that they were forced to close the business. They want the bank to write off M’s outstanding overdraft and pay finan... (3 pages)View decision -
Decision Reference DRN-5082710
15 Oct 2024 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5082710 The complaint Mr W complains about the service he received from IFG Pensions Limited (IFG) when opening a Self-Invested Personal Pension (SIPP), carrying out an in-specie transfer (of investments held by Firm R) and making a withdrawal. What happened Mr W says he was a resi... (16 pages)View decision -
Decision Reference DRN-4544210
8 Jan 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4544210 The complaint Mr S complains that Mitsubishi HC Capital UK plc, trading as Hitachi Capital, won’t refund to him the money that he paid for some holiday club membership points rights. His wife is also involved in his complaint and he’s being represented by a claims management co... (6 pages)View decision -
Decision Reference DRN4738542
22 Apr 2020 Lloyds Bank PLC UpheldBanking and creditMr J complains that Lloyds Bank PLC has declined to refund the money he lost when he fell victim to a scam.backgroundMr J holds a current account with Lloyds. In March 2018, he received a text message that appeared to have originated with Lloyds. Mr J says the message appeared as part of t... (6 pages)View decision