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 374385 results
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Decision Reference DRN-5706440
15 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5706440 The complaint Ms S complains that NewDay Ltd trading as Fluid (NewDay) failed to refund her through its disputes process and says it sent her another customer’s information. What happened Using her credit card with NewDay Ms S made a payment to a mechanics (who I’ll call V)... (3 pages)View decision -
Decision Reference DRN-5555309
15 Aug 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5555309 The complaint Mr and Mrs B have complained that Great Lakes Insurance UK Limited unfairly declined to pay the full value of their claim when they had to cancel their holiday. What happened In summer 2023, Mr and Mrs B booked an overseas trip which would start on 30 January. ... (3 pages)View decision -
Decision Reference DRN-5746129
15 Aug 2025 Topaz Finance Limited UpheldMortgagesDRN-5746129 The complaint Mr B and Mrs B complain that Topaz Finance Limited trading as Rosinca Mortgages Finance Limited unfairly reported arrears for their buy to let mortgage in November 2024. Mr B has dealt with the complaint throughout. Mr B says the credit limit on his credit card... (4 pages)View decision -
Decision Reference DRN-5660302
15 Aug 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5660302 The complaint Mr C says Phoenix Life Limited, trading as Standard Life, failed to allocate the benefits of his late father’s personal pension according to his wishes. He says this has caused him financial detriment. He is also unhappy with its failure to provide him with a r... (3 pages)View decision -
Decision Reference DRN-5316451
15 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5316451 The complaint Ms P is unhappy that Barclays Bank UK Plc won’t refund payments she made because of a cryptocurrency based, investment scam. What happened In 2021, Ms P was a victim of a cryptocurrency based, investment scam which involved many payments over around 2 weeks to... (3 pages)View decision -
Decision Reference DRN-5315921
15 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5315921 The complaint Ms P is unhappy that Wise Payments Limited won’t refund a payment she made because of an investment scam. What happened On 18 February 2021, Ms P made a payment from her Wise account to an international account held in her name. Money had been transferred from ... (3 pages)View decision -
Decision Reference DRN-5757398
15 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5757398 The complaint Mr S complains about the service he received from Creation Consumer Finance Ltd after experiencing problems with the installation of a new bathroom he purchased in part through a credit agreement. What happened In April 2024, Mr S bought a bathroom from a suppl... (3 pages)View decision -
Decision Reference DRN-5758323
15 Aug 2025 Willow Financial Planning Limited UpheldPensions and AnnuitiesDRN-5758323 The complaint Mr G has complained about the advice he was given by WFPL Financial Planning Limited (WFPL) to consolidate his personal pension policies to set up a flexi-access drawdown policy. He believes that this advice was incomplete and unsuitable for his circumstances,... (9 pages)View decision -
Decision Reference DRN-5166871
15 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5166871 The complaint Ms A complains that HSBC UK Bank Plc did not reimburse the £1,500 she says she lost to a scam. What happened Ms A says she met an individual on social media and began talking with him. Around a month later, he asked to borrow £1,500 and promised to repay her in... (3 pages)View decision -
Decision Reference DRN-5290983
15 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5290983 The complaint Mr P complains about the quality of a used car that was supplied to him through a personal contract purchase agreement with CA AUTO FINANCE UK LTD (CAF). Mr P also says the car was mis sold to him. What happened The circumstances surrounding this complaint and ... (8 pages)View decision
