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-5640815
12 Aug 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5640815 The complaint Miss S complains that Aviva Life and Pensions UK Limited (Aviva) amended the amount of her pension contributions and changed her retirement date without her consent. She further complains that they provided conflicting information in relation to the fund in whi... (5 pages)View decision -
Decision Reference DRN-5623832
12 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5623832 The complaint Mrs A complains that Bank of Scotland plc trading as Halifax unfairly recorded a marker against her name on a fraud prevention database, Cifas. What happened Mrs A applied for a joint mortgage with Halifax in 2023. The application was declined. Mrs A says she l... (2 pages)View decision -
Decision Reference DRN-4544095
12 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4544095 The complaint Mrs and Mr S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint On 13 July 2016, Mrs and Mr S traded in their trial me... (7 pages)View decision -
Decision Reference DRN-5728059
12 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5728059 The complaint Mr E complains about the actions taken by The Royal Bank of Scotland Plc (‘RBS’) and its failure to allow him access to money in his account. What happened In August 2024, Mr E opened a student account. RBS blocked the account when it thought someone purportin... (3 pages)View decision -
Decision Reference DRN-5749122
12 Aug 2025 Lendable Ltd UpheldBanking and PaymentsDRN-5749122 The complaint Mr B is unhappy that Lendable Ltd, trading as Zable, didn’t fulfil a Data Subject Access Request (“DSAR”) in a timely manner. What happened Mr B posted a DSAR request to Zable on 15 January 2025, and he expected Zable to fulfil the DSAR within one month. But Z... (2 pages)View decision -
Decision Reference DRN-5520169
12 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5520169 The complaint Mr K complains about how Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (“SFS”) handled his payment plan and eventual termination of his hire agreement. What happened Mr K entered into a hire agreement with SFS around June 2021 fo... (3 pages)View decision -
Decision Reference DRN-5749225
12 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5749225 The complaint Mr O is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. Mr O has brought his complaint with the assistance of a professional representative, but for ease I’ll refer to all the submissions as being from Mr O. What happened On 22 July 2025 I iss... (7 pages)View decision -
Decision Reference DRN-5468093
12 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5468093 The complaint Mr P complains about the actions of HSBC UK Bank Plc when he lost money to a scam. A representative has brought this complaint on Mr P’s behalf, but for ease I’ll only refer to Mr P in my decision. What happened The detailed background to this complaint is we... (3 pages)View decision -
Decision Reference DRN-5739956
12 Aug 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5739956 The complaint Mrs T complains that Madison CF UK Limited, trading as 118 118 Money, lent to her irresponsibly. What happened Mrs T held a credit card with Madison. It was opened with a £500 credit limit in November 2020; the limit was increased to £1,500 in July 2021, then ... (3 pages)View decision -
Decision Reference DRN-5549289
12 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5549289 The complaint Miss R is unhappy with the redress offered to her by Black Horse Limited when a car supplied to her under a hire purchase agreement was of an unsatisfactory quality. What happened In February 2024 Miss R was supplied with a used car through a hire purchase agre... (4 pages)View decision
