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 392389 results
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Decision Reference DRN-5221122
10 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5221122 The complaint Mr Y complains that Lloyds Bank PLC (‘Lloyds’) have declined to refund him approximately £5,000 which he lost as a result of a scam. What happened The details of this complaint are well-known to both parties, so I will not go into every detail of what happened ... (4 pages)View decision -
Decision Reference DRN-5666261
10 Sep 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5666261 The complaint Mr S complains that a car that was supplied to him under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited wasn’t of satisfactory quality. What happened A new car was supplied to Mr S under a hire purchase agreement with Mercedes-Benz F... (4 pages)View decision -
Decision Reference DRN-5805704
10 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5805704 The complaint Mr and Mrs S complain about AWP P&C S.A.’s actions when Mr S asked it whether or not his participation in a medical clinical trial would affect his travel insurance policy. My references to AWP include its agents. As the complaint is about AWP’s communicati... (5 pages)View decision -
Decision Reference DRN-5676878
10 Sep 2025 Motability Operations Limited UpheldConsumer CreditDRN-5676878 The complaint Mr I complains that Motability Operations Limited won’t compensate him for the stress and financial loss that he’s been caused by issue with a car that was supplied to him under a hire agreement. What happened A new car was supplied to Mr I under a hire agreeme... (3 pages)View decision -
Decision Reference DRN-5278030
10 Sep 2025 EE Limited Not upheldConsumer CreditDRN-5278030 The complaint Mr P complains about the balance owed under a fixed sum loan agreement taken out with EE Limited. What happened In September 2024, Mr P took out a fixed sum loan agreement with EE to pay for a brand new mobile telephone device. The cash price of the handset was... (4 pages)View decision -
Decision Reference DRN-5638841
10 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5638841 The complaint Mr A, who brings his complaint with the assistance of a representative, complains that HSBC UK Bank Plc ought to have done more to protect him from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised the... (3 pages)View decision -
Decision Reference DRN-5810417
10 Sep 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5810417 The complaint Ms G has complained that The Royal London Mutual Insurance Society Limited (Royal London) delayed the payment of her late partner’s pension benefits to the extent that Mis Majesty’s Revenue and Customs (HMRC) have made a 40% tax deduction to the payment. Ms G ... (6 pages)View decision -
Decision Reference DRN-5655600
10 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5655600 The complaint Mrs R has complained that Barclays Bank UK PLC trading as Tesco Bank (“Tesco Bank”) delayed transferring the proceeds of a savings account to her. What happened Mrs R held a savings account with Tesco Bank that matured on 14 March 2025. The interest earned from... (2 pages)View decision -
Decision Reference DRN-5562452
10 Sep 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5562452 The complaint Mr H complains that a car supplied to him under a hire purchase agreement with SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as Moneyway (STB) is of unsatisfactory quality. What happened In May 2023, Mr H entered into a hire purchase agreement with STB to a... (3 pages)View decision -
Decision Reference DRN-5729996
10 Sep 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5729996 The complaint Mr R complains that Kroo Bank Ltd won’t refund payments he made as a result of a scam. What happened Mr R was the victim of an impersonation scam, where he was duped into making payments by fraudsters who purported to arrange a holiday for him. As part of the s... (3 pages)View decision