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-5966169
4 Dec 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5966169 The complaint Miss G is complaining that Go Car Credit Limited (GCC) acted irresponsibly in lending to her – she says the hire purchase agreement was unaffordable. Miss G’s complaint has been handled by a representative, but for ease, I’ve written as if we’ve dealt directly ... (3 pages)View decision -
Decision Reference DRN-5993011
4 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5993011 The complaint Mrs S and the estate of Mr S are unhappy with the assistance received from Aviva Insurance Limited under a travel insurance policy Mr and Mrs S had the benefit of (‘the policy’). Mr S was hospitalised abroad and needed emergency medical treatment. All referenc... (4 pages)View decision -
Decision Reference DRN-5743158
4 Dec 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5743158 The complaint Mr W has complained about the way Lloyds Bank General Insurance Limited has handled a claim he made under his home insurance policy. All reference to the insurer Lloyds in my decision includes its agents. What happened In July 2024 Mr W’s home was damaged by an... (2 pages)View decision -
Decision Reference DRN-5862945
4 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5862945 The complaint Mr M complains that HSBC UK Bank plc wouldn’t let him make a cash withdrawal at a branch without photo ID. What happened On 16 July 2025 Mr M visited a branch of HSBC to withdraw £1,150 from his current account. He had his debit card and PIN with him, and acces... (2 pages)View decision -
Decision Reference DRN-5666964
4 Dec 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5666964 Complaint Mr D complains that Secure Trust Bank Public Limited Company (trading as “Moneyway”) unfairly entered into a hire-purchase agreement with him. He’s said that the repayments to this agreement were unaffordable and so it shouldn’t have been provided to him. Backgrou... (3 pages)View decision -
Decision Reference DRN-5995132
4 Dec 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5995132 The complaint Mr P has complained that Go Car Credit Limited (Go Car) unfairly provided him with credit for a vehicle. What happened In August 2019, Mr P entered into a finance agreement with Go Car for the purchase of a car as shown below. He fell into arrears with the acco... (4 pages)View decision -
Decision Reference DRN-5892451
4 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5892451 The complaint Mr L complains Barclays Bank UK PLC’s IT outage allowed him to go overdrawn and then payment plans he agreed failed, causing further inconvenience. What happened Barclays had an IT outage, and this allowed Mr L to spend more money than he had in his account. ... (3 pages)View decision -
Decision Reference DRN-5995485
4 Dec 2025 UK Mortgage Lending Ltd UpheldMortgagesDRN-5995485 The complaint Mr M complains that UK Mortgage Lending Ltd trading as Pepper Money gave him a secured second charge loan without carrying out appropriate affordability checks. What happened In October 2019 a third party broker recommended that Mr M should take out a second ch... (12 pages)View decision -
Decision Reference DRN-5612765
4 Dec 2025 Brewin Dolphin Limited UpheldInvestmentsDRN-5612765 The complaint Mr and Mrs H have complained that Brewin Dolphin Limited (‘BD’) didn’t effectively managed their investments and as a result they have missed out on profit. Mr and Mrs H would like financial compensation for their losses. What happened In May 2018 Mr and Mrs H... (8 pages)View decision -
Decision Reference DRN-5776452
4 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5776452 The complaint Miss F complains that Zopa Bank Limited was irresponsible in its lending to her. She wants the interest on her loan reduced or removed. What happened Zopa issued Miss F with a £10,000 loan in November 2022. The loan term was 48 months, and Miss F was required t... (3 pages)View decision