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 364862 results
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Decision Reference DRN-5359595
7 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5359595 Complaint Mr J complains that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable and this resulted in him having to borrow elsewhere to make his ... (6 pages)View decision -
Decision Reference DRN-5393829
7 Apr 2025 St James's Place UK plc Not upheldPensions and AnnuitiesDRN-5393829 The complaint Mr H complains that St James's Place UK plc (SJP) unfairly suspended withdrawals from the SJP Property Fund. He said this led to him being unable to transfer the last part of his pension to another provider. I can see that Mr H mentioned a further potentia... (4 pages)View decision -
Decision Reference DRN-5298204
7 Apr 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5298204 The complaint Mrs M complains about the way Frist Central Underwriting Limited handled her motor insurance claim and disputes the sum it offered for her car’s total loss. What happened Mrs M told First Central that on 12 June 2024 another driver had collided with the rear d... (2 pages)View decision -
Decision Reference DRN-5200701
7 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5200701 The complaint Mr S is unhappy that Wise Payments Limited won’t refund payments he made as a result of a job scam. What happened Mr S was the victim of a job scam involving the following payments from his Wise account. Payment number Date Description Amount 1 2 January 2024 P... (3 pages)View decision -
Decision Reference DRN-5438920
7 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5438920 The complaint Mr U has complained that HSBC UK Bank Plc has defaulted his account and didn’t set up a repayment plan. What happened Mr U had an account with HSBC. But, since June 2024, he missed a number of repayments. HSBC sent him letters online about this, as he’d indicat... (1 page)View decision -
Decision Reference DRN-5462412
7 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5462412 The complaint Mrs H complains that NewDay Ltd trading as Marbles irresponsibly lent to her. Mrs H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs ... (5 pages)View decision -
Decision Reference DRN-4948159
7 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4948159 The complaint Mr and Mrs R complain that Lloyds Bank PLC didn’t do enough to protect them when they made a payment to a property investment opportunity that they now consider was a scam. What happened Mr and Mrs R made a £100,000 payment in April 2019 from their Lloyds accou... (2 pages)View decision -
Decision Reference DRN-5366446
7 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5366446 The complaint Miss B complained because National Westminster Bank Plc refused to refund her for cash withdrawals she said she hadn’t made. What happened Miss B said that on 29 August 2024, she went to a cash machine and tried to withdraw £500. The transaction was refused be... (5 pages)View decision -
Decision Reference DRN-5362579
7 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5362579 The complaint Mr and Mrs B complain that Bank of Scotland plc (‘BOS’) delayed adhering to the settlement set out in a previous final decision issued by an Ombudsman at this Service. Mr and Mrs B also complain that BOS rejected what they felt was an affordable solution for th... (7 pages)View decision -
Decision Reference DRN-5462150
7 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5462150 The complaint Q, a limited company, complains that Revolut Limited have unreasonable declined to refund them for their losses from a scam. They’d like these funds returned to them. What happened The background to this complaint is well known to both parties, and largely not... (5 pages)View decision
