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
-
Decision Reference DRN-5448741
17 Jun 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5448741 The complaint Mr P is unhappy with Paragon Bank Plc. Mr P transferred out of his Cash ISA and into a savings account. He said this wasn’t his intention and he should have been warned. Mr P said there wasn’t any clear warning about what he was doing, and he wants Paragon to r... (3 pages)View decision -
Decision Reference DRN-5258857
17 Jun 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5258857 The complaint Miss S is unhappy that a car supplied to her under a hire purchase agreement with Toyota Financial Services (UK) PLC t/a Redline Financial (Redline) was of an unsatisfactory quality. When I refer to what Miss S has said and what Redline have said, it should al... (5 pages)View decision -
Decision Reference DRN-5447131
17 Jun 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5447131 The complaint Mr G complains that the Vehicle Registration Number (VRN) and colour of a car supplied to him through a hire agreement with Motability Operations Limited (“MO”) triggered his mental health condition. What happened The parties are familiar with the background o... (3 pages)View decision -
Decision Reference DRN-5075817
17 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5075817 The complaint Mr H is unhappy Bank of Scotland plc (“BoS”) won’t refund payments he made as part of a scam. Mr H brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr H throughout this decision. What happened Mr H receiv... (3 pages)View decision -
Decision Reference DRN-5085218
17 Jun 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5085218 The complaint Mrs K is unhappy that a car supplied to her under a hire agreement with Lex Autolease Ltd (Lex) led to her having a default added to her credit file when she received no communication about the outstanding sum. When I refer to what Mrs K has said and what Lex ... (5 pages)View decision -
Decision Reference DRN-5609459
17 Jun 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5609459 The complaint Mr S complains Zopa Bank Limited unfairly defaulted his account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the reasons for my decision. F... (2 pages)View decision -
Decision Reference DRN-5629235
17 Jun 2025 Wakam UpheldInsuranceDRN-5629235 The complaint Mr A has complained about the way Wakam handled his claim under his private hire motor insurance policy and the fact that under the terms of his policy he was not entitled to a suitable replacement vehicle while his car was off the road. What happened Mr A’s c... (6 pages)View decision -
Decision Reference DRN-5620333
17 Jun 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5620333 The complaint Mrs C complains about the quality of a used car that was supplied through a hire purchase agreement with MotoNovo Finance Limited (MotoNovo). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional deci... (6 pages)View decision -
Decision Reference DRN-5257014
17 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5257014 Complaint Mr S is unhappy that Nationwide Building Society did not reimburse him after he told it he'd fallen victim to an investment scam. Background In late 2023, Mr S was contacted on social media by a woman who said she was an investment broker with a company I’ll c... (3 pages)View decision -
Decision Reference DRN-5285396
17 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5285396 The complaint Mr S believes his pension with The Prudential Assurance Company Limited (Prudential) was mis-sold. He’s also unhappy with the selected retirement date. He was concerned that this being earlier than he expected could affect his means tested benefits. What happen... (4 pages)View decision
