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 392389 results
-
Decision Reference DRN-5811867
6 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5811867 The complaint Mr H has complained that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“NPF”) declined his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr H entered into a fixed sum loan agreement with NPF to fund the ins... (4 pages)View decision -
Decision Reference DRN-5932458
6 Nov 2025 Phoenix Life CA Limited Not upheldInvestmentsDRN-5932458 The complaint Mr C complains that Phoenix Life CA Limited (“Phoenix”) provided him with unsuitable advice to invest into an endowment savings plan (“the plan”). He says other options such as a Personal Equity Plan (“PEP”). Mr C is represented by a complaint management compan... (3 pages)View decision -
Decision Reference DRN-4627047
6 Nov 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-4627047 The complaint Mr and Mrs T complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) deci... (10 pages)View decision -
Decision Reference DRN-5911598
6 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5911598 The complaint Mr K complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as Alphera Financial Services (“Alphera”) refused his request to reject a faulty car. What happened In August 2023 Mr K acquired a second hand car at a cost of £12,000 funded by a hire purchase agr... (3 pages)View decision -
Decision Reference DRN-5858080
6 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5858080 The complaint Mr M is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. The complaint is brought on Mr M’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat everything he... (3 pages)View decision -
Decision Reference DRN-5683737
6 Nov 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5683737 The complaint Mr A complains that Bank of Scotland plc trading as Halifax recalculated the repayments on his mortgage. What happened In 2023, Mr A received advice from a third party broker. They recommended that he should take a mortgage with Halifax. The mortgage had a fixe... (3 pages)View decision -
Decision Reference DRN-5234765
6 Nov 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5234765 The complaint A company, which I will refer to as H, complains that it lost £2,730 because Stripe Payments UK Limited allowed a fraudulent chargeback to go ahead. What happened Stripe provides merchant acquiring services to H, which allow H to take card payments from its ow... (3 pages)View decision -
Decision Reference DRN-5824319
6 Nov 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5824319 The complaint Mr E has complained that Scottish Widows Limited enrolled him into a group personal pension scheme without his knowledge and says he wants his pension contributions refunded. What happened Mr E’s employer operates a workplace pension scheme. This is a Group Pe... (5 pages)View decision -
Decision Reference DRN-5906955
6 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5906955 The complaint Mr N complains TSB Bank plc has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 4 December 2024, Mr N received a payment of £731 into his TSB account. The money was spent over the next two days. ... (3 pages)View decision -
Decision Reference DRN-5906953
6 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5906953 The complaint Mr N complains TSB Bank plc won’t refund transactions made from his account which he says he didn’t make or authorise. What happened On 4 December 2024, Mr N received a payment of £731 into his TSB account. The money was spent within about 90 minutes. On 5 Dec... (4 pages)View decision