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 380824 results
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Decision Reference DRN-5879032
16 Oct 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5879032 The complaint Mr T complains that Aviva Life & Pensions UK Limited took too long to process a Pension Sharing Order (PSO) during which time he wasn’t allowed to switch his investments. He considers this was unfair and resulted in him suffering a financial loss. What happ... (15 pages)View decision -
Decision Reference DRN-5802698
16 Oct 2025 Santander UK Plc Not upheldConsumer CreditDRN-5802698 The complaint Mr W complains Santander UK Plc (Santander) failed to adequately action Subject Access Requests (SARs) that he raised. Mr W’s also unhappy Santander failed to investigate his concerns properly. What happened In February 2025, following the transfer of his loan ... (4 pages)View decision -
Decision Reference DRN-5823406
16 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5823406 The complaint Mr A complains that HSBC UK Bank Plc hasn’t refunded the money he lost when he fell victim to a scam. What happened Someone Mr A knew introduced him to an individual who purported to be involved in investing in commodities. Mr A was looking to make more of his... (3 pages)View decision -
Decision Reference DRN-5857176
16 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5857176 The complaint Mrs W complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) failed to amend her direct debit payment to her credit card account. Mrs W wants Virgin to pay her more compensation. What happened • In August 2023 Mrs W opened a credit card account... (3 pages)View decision -
Decision Reference DRN-5887255
16 Oct 2025 Scottish Widows Limited Not upheldInvestmentsDRN-5887255 The complaint Mr N has complained that Scottish Widows Limited moved his policy into a fund without his agreement, negatively affecting the return achieved, and that the nature of the fund was misrepresented to him. Mr N has also complained about premiums not being collected... (8 pages)View decision -
Decision Reference DRN-5866196
16 Oct 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5866196 Complaint Mr D complains that CA Auto Finance UK LTD (at the time using the trading name of “Fiat Financial” Services) unfairly entered into a hire-purchase agreement with him. He’s said the agreement was unaffordable and so he shouldn’t have been accepted for it. Backgroun... (3 pages)View decision -
Decision Reference DRN-5848071
16 Oct 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5848071 Complaint Mr W complains that Creation Consumer Finance Ltd (“Creation”) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable as the interest rate was extremely high. Background In November 2023, C... (3 pages)View decision -
Decision Reference DRN-5881865
16 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5881865 The complaint Miss M says Shop Direct Finance Company Limited trading as Very (‘Very’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a running credit account. She says that it increased the credit ... (5 pages)View decision -
Decision Reference DRN-5850487
16 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5850487 The complaint Mr H has complained Bank of Scotland plc, trading as Halifax won’t refund him for numerous cash machine withdrawals he didn’t authorise. What happened On 13 December 2024 Mr H received a medical payout from his employment and more than £13,500 was credited to h... (2 pages)View decision -
Decision Reference DRN-5738301
16 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5738301 The complaint Mrs M says Zopa Limited lent to her irresponsibly. What happened Mrs M took out a 48-month loan from Zopa for £20,000 in May 2023. The APR was 9.38% and the monthly repayments were £497.69. Mrs M says the loan was unaffordable for her, she was already in a lot ... (3 pages)View decision
