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 369228 results
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Decision Reference DRN-5628473
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5628473 The complaint Miss W complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Miss W m... (5 pages)View decision -
Decision Reference DRN-5585682
17 Jun 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5585682 Complaint Mr S complains that MotoNovo Finance Limited (“MotoNovo”) unfairly entered into a hire- purchase agreement with him. He’s said the payments to his agreement were unaffordable. Background In May 2021, MotoNovo provided Mr S with finance for a used car. The cash pri... (3 pages)View decision -
Decision Reference DRN-5622653
17 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5622653 Complaint Miss W has complained that Capital One (Europe) Plc (“Capital One”) irresponsibly provided her with credit cards without carrying out proper affordability checks. She says proper checks would have showed that she already had a number of debts and so she wouldn’t ha... (3 pages)View decision -
Decision Reference DRN-5628129
16 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5628129 The complaint Mr A is unhappy with the service he received from Santander UK Plc surrounding an application he made to them for a new credit card account. What happened Mr A applied for a Santander credit card account and submitted his driving license and a council tax bill... (5 pages)View decision -
Decision Reference DRN-5628151
16 Jun 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5628151 The complaint Mr F complains that HSBC UK Bank Plc made errors with the valuation of his property. He asks that it correctly values his property, offers an interest rate product in a lower loan to value range, and compensates him for the additional interest he’s already paid... (3 pages)View decision -
Decision Reference DRN-5416884
16 Jun 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5416884 The complaint Mr K has complained that Inter Partner Assistance SA (IPA) provided misinformation about the status of a complaint he’d made regarding an ongoing claim on a travel insurance policy. What happened On 25 July 2024, IPA told Mr K that his complaint was still open... (2 pages)View decision -
Decision Reference DRN-5627517
16 Jun 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5627517 The complaint Mr C complains that Aviva Life and Pensions UK Limited (‘Aviva’) delayed switching the monies from his existing self-invested personal pension (SIPP) with them, to his new provider. Mr C would now like Aviva to pay him the lost investment growth potential he be... (6 pages)View decision -
Decision Reference DRN-5627950
16 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5627950 The complaint Mr C complains that a new car he acquired through a hire purchase agreement financed by BMW Financial Services (GB) Limited trading as MINI Financial Services (‘MINI’) is of unsatisfactory quality. What happened In January 2024 Mr C took out a hire purchase ag... (5 pages)View decision -
Decision Reference DRN-5531790
16 Jun 2025 Bradford & Bingley Limited Not upheldInvestmentsDRN-5531790 The complaint The estate of Mrs L complain that Bradford & Bingley Limited are unable to locate an investment held by Mr L. What happened In 1988 Mrs L took out a Personal Equity Plan with Bradford & Bingley. In late 2023 a representative of the estate contacted Brad... (2 pages)View decision -
Decision Reference DRN-5497300
16 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5497300 The complaint Mr F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information removed from his credit file. Mr F is re... (3 pages)View decision
