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 4014 results
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Decision Reference DRN-4890162
4 Jul 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4890162 The complaint Mr C complains that TSB Bank plc could not resolve a technical error which prevented payments, and they provided him with poor customer service. What happened Mr C says there were a number of issues which he’s had with TSB. He had tried to make deposits with other... (3 pages)View decision -
Decision Reference DRN-5050337
8 Oct 2024 Nationwide Building Society UpheldConsumer CreditDRN-5050337 The complaint Miss C complains that Nationwide Building Society (“Nationwide”) irresponsibly agreed loans for her. What happened Nationwide agreed a loan of £15,000 for Miss C in late November 2019. The total amount owed was £19,824 to be repaid at £236 a month over 84 mont... (7 pages)View decision -
Decision Reference DRN-4814832
18 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4814832 The complaint Mr B complains that Monzo Bank Ltd did not refund a series of payments he lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr B found an investment opportunity onli... (4 pages)View decision -
Decision Reference DRN6447286
31 May 2013 MetLife Limited Not upheldInvestment and pensionssummary of complaintMr and Mrs R (represented by Mr V) complain that the actions taken by MetLife Limited (formerly AIG Life) around September 2008 (including its actions in relation to unit pricing) were unfair and were not accordance with the terms and conditions of the investment. Mr ... (16 pages)View decision -
Decision Reference DRN6746208
12 Oct 2020 Specialist Motor Finance Limited UpheldBanking and creditMr S complains that Specialist Motor Finance Limited (SMFL) didn’t complete appropriate checks before accepting his application for a hire purchase agreement. He says had it done so it would have seen the lending was unaffordable. Mr S also complains that after he requested to voluntary te... (11 pages)View decision -
Decision Reference DRN-5271698
13 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5271698 The complaint Mr V complains that Starling Bank Limited won’t refund the money he lost to a scam. What happened Mr V’s sister, Miss M, fell victim to an employment scam. She was contacted via a messaging app and offered a job which required her to purchase tasks, she believ... (3 pages)View decision -
Decision Reference DRN6654071
27 May 2020 HSBC UK Bank Plc UpheldBanking and creditMr G complains HSBC UK Bank Plc will not refund some disputed transactions.backgroundMr G disputes some transactions made on his account between 15th January 2019 and 29th January 2019. The transactions totalled £82 and Mr G says were made by his son without his consent.At the time, Mr G... (3 pages)View decision -
Decision Reference DRN-3761330
21 Oct 2022 Loanchoice Limited UpheldConsumer CreditDRN-3761330 The complaint Mr M complains Loanchoice Limited provided him with loans that he couldn’t afford to repay them. He also says these loans put him in a debt cycle. What happened Mr M initially complaint about 10 home collected loans advanced between September 2018 and December 202... (12 pages)View decision -
Decision Reference DRN4837150
10 May 2013 AWD Chase de Vere Limited UpheldInvestment and pensionsMrs A invested in the Keydata Secure Income Bond on the recommendation of AWD Chase de Vere (“the IFA”). She believes she invested too much of her capital in this product and therefore her exposure to the fortunes of Keydata was too large. Even after being compensated by the Financial ... (11 pages)View decision -
Decision Reference DRN-5236821
30 Jan 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5236821 The complaint Mrs M complains about the outcome of a claim she made to Ikano Bank AB (publ) (“Ikano”) about spray foam insulation that was applied to her property. This includes how the product was sold and installed and its suitability. Mrs M also complains that the finance... (5 pages)View decision
