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 381082 results
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Decision Reference DRN-4979367
1 Apr 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-4979367 The complaint Mr S complains that First Response Finance Ltd (‘FR’) registered a default in relation to his finance agreement. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role re... (4 pages)View decision -
Decision Reference DRN-5400049
1 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5400049 The complaint Mr and Mrs G complain Lloyds Bank PLC has repeatedly changed their statement preferences from paper to online, so they do not receive statements in the post. They explained they have therefore had to regularly contact Lloyds for copy statements. What happened M... (2 pages)View decision -
Decision Reference DRN-5361477
1 Apr 2025 Gribben & Watt Financial Planning Limited UpheldPensions and AnnuitiesDRN-5361477 The complaint Mr D complains about the advice given by Gribben & Watt Financial Planning Limited (‘G&W’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes... (8 pages)View decision -
Decision Reference DRN-5431541
1 Apr 2025 Chubb European Group SE UpheldInsuranceDRN-5431541 The complaint Mr and Mrs M complain that Chubb European Group SE declined their claim against a group travel insurance policy. What happened Mr and Mrs M have the benefit of a group travel insurance policy via Mr M’s employer. They were due to travel with their family on 20... (3 pages)View decision -
Decision Reference DRN-5036684
1 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5036684 The complaint A sole trader, who I’ll refer to as Mr A, complains that Barclays Bank UK PLC should not have given him a bounce back loan (”BBL”), as he couldn’t afford to repay it. He also complains that the bank is incorrectly holding him personally liable, since the loan s... (2 pages)View decision -
Decision Reference DRN-5394751
1 Apr 2025 Lendable Ltd Not upheldConsumer CreditDRN-5394751 The complaint Mr C complains that Lendable Ltd (Lendable) didn’t sufficiently check whether he could sustain the repayments when they agreed to lend to him. What happened In September 2020 Mr C entered into a Fixed Sum Loan agreement with Lendable for £3,000. This was repaya... (3 pages)View decision -
Decision Reference DRN-5428038
1 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5428038 The complaint Miss I complains that BMW Financial Services (GB) Limited (BMWFS) unfairly noted arrears, and placed a default notice on her credit file. She would like this information removed. What happened Miss I took out a Hire Purchase agreement with BMWFS on 29 June 202... (3 pages)View decision -
Decision Reference DRN-4563155
1 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4563155 The complaint Miss D complains that Wise Payments Limited won’t refund money she lost when she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Miss D was contacted by... (4 pages)View decision -
Decision Reference DRN-5397091
1 Apr 2025 The Mortgage Business Plc UpheldMortgagesDRN-5397091 The complaint This complaint is about a buy-to-let (BTL) mortgage Mr C held until recently with The Mortgage Business (TMB). The essence of the complaint is about how TMB treated Mr C when the mortgage fell into arrears during 2022. He says it sent arrears letters to his old... (3 pages)View decision -
Decision Reference DRN-5413254
1 Apr 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5413254 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened My initial conclusion... (12 pages)View decision
