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 381196 results
-
Decision Reference DRN-5365568
2 Apr 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5365568 The complaint Mrs G complains that J D Williams & Company Limited trading as Simply Be was irresponsible in its lending to her. She wants all interest and charges she has paid refunded and any adverse information removed from her credit file. What happened Mrs G was prov... (3 pages)View decision -
Decision Reference DRN-5393734
2 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5393734 The complaint Mr C complains that American Express Services Europe Limited has incorrectly represented the balance on his charge card account. He says that this is, at least in part, because of a transaction in October 2019 which should have been refunded. What happened Mr C... (2 pages)View decision -
Decision Reference DRN-5383157
2 Apr 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5383157 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (the ‘CCA’) and (2) deciding aga... (26 pages)View decision -
Decision Reference DRN-5363043
2 Apr 2025 Remitly U.K., Ltd. Not upheldBanking and PaymentsDRN-5363043 The complaint Mr R complains Remitly U.K., Ltd. trading as Remitly hasn’t credited funds he sent to the account he wanted it to or returned his money. What happened Mr R says he wanted to buy a property abroad. He says he tried using Remitly’s services and – as he wasn’t use... (2 pages)View decision -
Decision Reference DRN-5110441
2 Apr 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5110441 The complaint Mr B has complained that Scottish Widows Limited didn’t provide him with any information or service on his personal pension plan since it started and claims that he’s suffered a financial loss as a result. What happened Mr B holds a personal pension plan with ... (5 pages)View decision -
Decision Reference DRN-5354457
2 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5354457 The complaint Mrs R complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund her after she was the victim of an investment scam. Mrs R is represented by a professional representative, but for ease of reading I’ll just refer to Mrs R. What happened The ... (7 pages)View decision -
Decision Reference DRN-5064904
2 Apr 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5064904 The complaint Miss C complains about the quality of a car she acquired under a hire agreement with Stellantis Financial Services UK Limited previously known as PSA Finance UK Limited trading as Free2Move Lease (Stellantis). When I refer to what Miss C and Stellantis have sa... (4 pages)View decision -
Decision Reference DRN-5394054
2 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5394054 The complaint Mrs D has complained that, when she went to reactive a dormant account with HSBC UK Bank Plc (“HSBC”), the balance of the account was less than she expected it to be. What happened Mrs D held an account with HSBC. However, Mrs D moved overseas in 2012, and the ... (2 pages)View decision -
Decision Reference DRN-5369153
2 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5369153 The complaint Mr P complains Admiral Insurance (Gibraltar) Limited (Admiral) have declined the claim he made under his motor insurance policy. What happened In August 2024 Mr P’s car failed to start and so arranged for it to be looked at by a repairer. The repairer said it d... (3 pages)View decision -
Decision Reference DRN-5378258
2 Apr 2025 Nationwide Building Society Not upheldMortgagesDRN-5378258 The complaint Mr S’s complaint is about his mortgage with Nationwide Building Society. Mr S is unhappy that he wasn’t able to switch to a new rate until a term extension had been put in place. In addition, Mr S is unhappy at the way Nationwide has administered the payments o... (6 pages)View decision
