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 393318 results
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Decision Reference DRN-5682905
26 Sep 2025 UK Credit Limited UpheldConsumer CreditDRN-5682905 The complaint Mr B, through a representative, says UK Credit Limited lent to him irresponsibly. What happened Mr B took out a guarantor loan from UK Credit in October 2017. It was for £2,000 over 48 months. The monthly repayment was £102.64. It was given on the basis that Mr... (3 pages)View decision -
Decision Reference DRN-5432681
26 Sep 2025 Fairstone Mortgage Solutions Ltd Not upheldMortgagesDRN-5432681 The complaint Mr E and Miss S have complained about the mortgage advice they received from Fairstone Mortgage Solutions Ltd in 2022. They say the adviser pushed them into taking a five-year fixed rate product, and the consequences of that weren’t fully explained, which led t... (3 pages)View decision -
Decision Reference DRN-5839973
26 Sep 2025 Ford Retail Limited Not upheldInsuranceDRN-5839973 The complaint Mr C complains that Ford Retail Limited trading as TrustFord (“Ford Retail”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning com... (3 pages)View decision -
Decision Reference DRN-5738730
26 Sep 2025 ST. JAMES'S PLACE UK PLC Not upheldPensions and AnnuitiesDRN-5738730 The complaint Mr D has complained about the incorrect information he received from St. James’s Place UK plc (SJP) when he tried to register an Expression of Wish (EOW) form with it for his pension plan. Mr D has also said that the EOW should have been addressed when he first... (4 pages)View decision -
Decision Reference DRN-5541447
26 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5541447 The complaint Mr N is unhappy HSBC UK Bank Plc (‘HSBC’) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) scam. What happened The details of this case are well-known to both parties, so I don’t need to repeat them at len... (4 pages)View decision -
Decision Reference DRN-5824414
26 Sep 2025 Central (UK) Vehicle Leasing Limited Not upheldConsumer CreditDRN-5824414 The complaint Miss G complains about the service she received from Central (UK) Vehicle Leasing Limited (“CVL”) when she applied for a vehicle leasing agreement. What happened Miss G enquired on CVL’s website for a contract hire agreement. A quote was generated by one of CVL... (2 pages)View decision -
Decision Reference DRN-5834199
26 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5834199 The complaint Mr J complains that Barclays Bank UK PLC trading as Tesco Bank (Tesco) refused to reimburse him for a recurring payment set up on his account without his consent. What happened Mr J noticed a recurring payment had been debiting his account in the form of a con... (4 pages)View decision -
Decision Reference DRN-5818046
26 Sep 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5818046 The complaint Mr B has complained Jaja Finance Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. He’s also concerned about Jaja Finance’s service failings. What happened In November 2024 Mr B was told by Jaja Finance that they were placing... (4 pages)View decision -
Decision Reference DRN-5366621
26 Sep 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5366621 The complaint Ms S complains that ClearBank Limited (Tide branded account) won’t refund money she lost when she fell victim to a scam. What happened The background of this complaint is well known to both parties so I’ll only refer to the key events here. On 14 October 2024, ... (2 pages)View decision -
Decision Reference DRN-5601864
26 Sep 2025 Marsh Ltd UpheldInsuranceDRN-5601864 The complaint Mr M complains about the advice and service he received from Marsh Ltd t/a Marsh Commercial (‘Marsh’) in respect of a home insurance policy he purchased through them. What happened The following is intended as a summary of key events only, as the background to... (5 pages)View decision