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 401363 results
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Decision Reference DRN-5961232
12 Dec 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5961232 The complaint Mr W complains Zopa Bank Limited won’t transfer money from another Zopa customer’s account into his own Zopa account. What happened Mr W provided a “Deed of Gift” to Zopa and asked it to move £5,000,000 held in another customer’s account into his account, in a... (2 pages)View decision -
Decision Reference DRN-5903182
12 Dec 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-5903182 The complaint Mr K complains about the quality of a vehicle that was supplied through a motor finance agreement with MI Vehicle Finance Limited (MVF). What happened In July 2024, Mr K acquired a caravan through a hire purchase agreement with MFL. The vehicle was around ten y... (3 pages)View decision -
Decision Reference DRN-5847540
12 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5847540 The complaint Mrs T has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home emergency insurance policy. For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and contractors for the purposes of t... (5 pages)View decision -
Decision Reference DRN-5904075
12 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5904075 The complaint Mr P has complained about the Reward Extras benefit that was offered on his current account he holds with Bank of Scotland plc trading as Halifax. He’s said Halifax withdrew the scheme without giving the notice that was required, and he’d lost out on £60 (12 mo... (3 pages)View decision -
Decision Reference DRN-5951892
12 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5951892 The complaint Mr K complains about the way PayPal UK Ltd handled his request for a refund. What happened The background to this complaint is well known by both parties so I’ll only summarise it here. Mr K placed an order with a retailer for several items in March 2025 costi... (2 pages)View decision -
Decision Reference DRN-6017213
12 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6017213 The complaint Mr N’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (13 pages)View decision -
Decision Reference DRN-5885466
12 Dec 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5885466 The complaint Mr C complains AmTrust Specialty Limited has unfairly declined a claim he’s made on his Premier building guarantee. At the time of the event Mr C complains of, AmTrust Speciality Limited was known under its previous registered company name, AmTrust Europe Limit... (3 pages)View decision -
Decision Reference DRN-5669949
12 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5669949 The complaint Mr A complains that HSBC UK Bank Plc hasn’t reimbursed the money he’s lost to a scam. What happened Mr A says he came across a company which I’ll refer to as ‘C’ on social media. In brief, C was claiming to offer investments in specific property units on the un... (5 pages)View decision -
Decision Reference DRN-5923987
12 Dec 2025 Alltrust Services Limited Not upheldPensions and AnnuitiesDRN-5923987 The complaint Mr J complains, with the help of a representative, about the fees he is being charged by Alltrust Services Limited trading as Alltrust (‘Alltrust’) for his Self-Invested Personal Pension (‘SIPP’) and the asset held within it. The asset is illiquid, and Mr J say... (5 pages)View decision -
Decision Reference DRN-5560314
12 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5560314 The complaint A trustee of a trust, which I’ll refer to as S, complains that Lloyds Bank PLC hasn’t reimbursed it after it was the victim of a scam. What happened In early 2024 the trust started researching suppliers to send goods overseas as part of the work the trust carr... (3 pages)View decision