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 375868 results
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Decision Reference DRN-5207973
27 Aug 2025 OPENMONEY ADVISER SERVICES LTD Not upheldInvestmentsDRN-5207973 The complaint Mr M complains that Openmoney Adviser Services Ltd trading as evestor (“Evestor”) failed to take his direct debit payment on his General Investment Account (“GIA”). What happened Mr M held a GIA with Evestor. In October 2023 Mr M received correspondence to expl... (2 pages)View decision -
Decision Reference DRN-5549063
27 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5549063 The complaint Mr D says FIRST RESPONSE FINANCE LIMITED, (‘First Response’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. He says that ‘suitable’ checks wo... (3 pages)View decision -
Decision Reference DRN-5663348
27 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5663348 The complaint Miss O complains Monzo Bank Ltd has not dealt fairly with her chargeback request and closed her account. What happened Miss O had an account with Monzo which she opened in 2019 Miss O made a chargeback claim to Monzo for a payment of £355 which she made from ... (4 pages)View decision -
Decision Reference DRN-5415061
27 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5415061 The complaint Mr C is unhappy that Lloyds Bank PLC will not refund the money that he lost as the result of scam. Mr C brought his complaint through a representative. For ease of reading, I will refer solely to Mr C in this decision. What happened As both parties are familiar... (3 pages)View decision -
Decision Reference DRN-5778542
27 Aug 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5778542 The complaint Mr V complains that Ikano Bank AB (publ) (“Ikano”) unfairly declined his claim for a refund under section 140 (“s.140”) of the Consumer Credit Act 1974 (“CCA”). Mr V has been represented in this and the previous complaint. But for simplicity, I will refer to M... (4 pages)View decision -
Decision Reference DRN-5591479
27 Aug 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5591479 The complaint Mrs T has complained about a transfer of her Standard Life personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in September 2023. Standard Life is now part of Phoenix Life Limited, so I will refer to the business by its shor... (13 pages)View decision -
Decision Reference DRN-5591473
27 Aug 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5591473 The complaint Mrs T has complained about a transfer of her Friends Life personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in September 2023. Friends Life is now part of Aviva Life & Pensions UK Limited, so I will refer to the busine... (13 pages)View decision -
Decision Reference DRN-5737148
27 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5737148 The complaint Ms K complains that Mercedes-Benz Financial Services UK Limited (‘MBFS’) made mistakes when handling the settlement of her finance agreement. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ov... (2 pages)View decision -
Decision Reference DRN-5755112
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5755112 The complaint Miss J complains that NATIONAL WESTMISTER BANK PUBLIC LIMITED COMPANY: • Unfairly declined her application to switch her mortgage from a buy-to-let into a residential mortgage. • Incorrectly recorded adverse information on her credit file. What happened Miss J... (5 pages)View decision -
Decision Reference DRN-5778324
27 Aug 2025 Equifax Limited Not upheldConsumer CreditDRN-5778324 The complaint Mr T complains Equifax Limited have incorrectly linked an address to him on his credit file. What happened In March 2023, Mr T says he became aware Equifax had incorrectly linked another person’s address to him. And since the other person had not paid a debt, ... (9 pages)View decision
