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 4037 results
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Decision Reference DRN-3539362
27 Jul 2022 National Savings and Investments Not upheldBanking and PaymentsDRN-3539362 The complaint Mr D complains that National Savings and Investments (NS&I) has been unable to trace funds from his Bonus Bond account that was opened for him when he was a child. What happened In 1996 Mr D’s father opened a Children’s Bonus Bond account in Mr D’s name with N... (3 pages)View decision -
Decision Reference DRN5666719
28 Apr 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr G complained that The Royal Bank of Scotland Plc:-didn’t refund charges incurred when the bank lost his £200 cheque;-didn’t properly investigate his complaints;- rejected his offer of £500 to settle and close his account, without reasons; and-failed to reach agree... (3 pages)View decision -
Decision Reference DRN-4878308
26 Jul 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4878308 The complaint Miss H has complained National Westminster Bank plc is holding her liable for a personal loan that was taken out fraudulently. What happened In early 2023 Miss H went to a party locally. She met a couple of blokes and was encouraged to help them out when they w... (3 pages)View decision -
Decision Reference DRN-3891306
12 Jan 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3891306 The complaint Mr A is complaining that Mitsubishi HC Capital UK Plc (trading as Hitachi Personal Finance) hasn’t fairly supported him in respect to a dispute he has for an installation of a kitchen. He brings the claim under Section 75 of the Consumer Credit Act 1974 (Section 7... (6 pages)View decision -
Decision Reference DRN-4798817
15 May 2024 Advantage Finance Ltd UpheldConsumer CreditDRN-4798817 The complaint Miss T complains that a used car supplied by Advantage Finance Limited under a hire purchase agreement (HPA) is of unsatisfactory quality. What happened Miss T acquired this car in June 2022. She reported problems to the supplying dealer (who I’ll refer to as E) s... (5 pages)View decision -
Decision Reference DRN3061641
27 Jun 2017 Lloyds Bank PLC Not upheldBanking and creditMrs W complains that Lloyds Bank PLC lost her safe custody box and the items within it.backgroundMrs W says that she took out a safe custody box at her local branch of Lloyds about 30 years ago. In November 2016, Mrs W asked the bank to discharge her box.The bank... (2 pages)View decision -
Decision Reference DRN-5374514
10 Jul 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5374514 The complaint Mr G complains about the way Trading 212 UK Limited is dealt with his withdrawal requests from his investment account to his bank account. He says he incurred costs as a result of it not transferring funds to his preferred bank account. What happened Mr G hold... (3 pages)View decision -
Decision Reference DRN5232781
31 Mar 2018 HSBC Bank plc Not upheldInvestment and pensionsMr S has made the following complaints about investments HSBC Bank Plc made for him in its ‘Selected Investment Funds’ plans in 2009:- The overall recommendation exposed him to more risk that he was willing to take- The cautious portfolio HSBC used for the bulk ... (5 pages)View decision -
Decision Reference DRN-4481481
8 Dec 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4481481 The Complaint 1. Mr C says that, under Sections 75 and 140A of the Consumer Credit Act 1974 (as amended by the Consumer Credit Act 2006) (the ‘CCA’), Shawbrook Bank Limited didn’t act fairly or reasonably in relation to a timeshare he and his wife (Mrs C) were sold on 18 Februa... (42 pages)View decision -
Decision Reference DRN-3868317
31 May 2023 Landmark Mortgages Limited Not upheldMortgagesDRN-3868317 The complaint Mr V complains about his mortgage with Landmark Mortgages Limited. He says that Landmark has added disproportionate and excessive fees to his mortgage. And he says that Landmark has overcharged interest because the interest rate should have been set at a consisten... (18 pages)View decision
