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 392389 results
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Decision Reference DRN-5617387
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5617387 The complaint Mr C complains about the service he received from NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) during a call he had with one of its call handlers. In particular, Mr C says he was given misinformation regarding his account causing him significant... (2 pages)View decision -
Decision Reference DRN-5734297
7 Aug 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5734297 The complaint Mr H complains that Pinnacle Insurance Limited unfairly declined his claim, added an exclusion, and it didn’t follow his preferred communication preference on his pet insurance policy. What happened The detailed background to this complaint is well known to bo... (4 pages)View decision -
Decision Reference DRN-5740931
7 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5740931 The complaint Mr R complains that Creation Consumer Finance Ltd (Creation) acted irresponsibly in granting him running account credit as it wasn’t affordable for him. What happened Mr R applied for running account credit with Creation in July 2020, that could be used with a... (3 pages)View decision -
Decision Reference DRN-5672763
7 Aug 2025 NCO Europe Limited UpheldConsumer CreditDRN-5672763 The complaint Mr S complains NCO Europe Limited have incorrectly reported missed payments to his credit file for his debt management plan (DMP). What happened Mr S says he’s had his DMP for many years, and it’s only since NCO took over his account from March / April 2023 tha... (2 pages)View decision -
Decision Reference DRN-5740773
7 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5740773 The complaint Mrs S had an account with Monzo Bank Ltd (Monzo). Monzo closed the account and loaded a marker about her at Cifas, the national fraud database. Mrs S is unhappy with the account closure and Cifas loading as she says she was unaware of the conduct on the account... (5 pages)View decision -
Decision Reference DRN-5740723
7 Aug 2025 Financial Professionals (NI) Ltd UpheldPensions and AnnuitiesDRN-5740723 The complaint Mr D complains about the advice given by Financial Professionals (NI) Ltd (‘FP’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension schemes to a personal pension plan. He says the advice was unsuitable for him and believes this has ca... (16 pages)View decision -
Decision Reference DRN-5213638
7 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5213638 The complaint Mr E, who brings the complaint on behalf of B a limited company, complains that HSBC UK Bank Plc hasn’t reimbursed B for its loss after it was targeted by scammers. What happened B has an account with HSBC. On 4 January 2024 B received an email from a known co... (4 pages)View decision -
Decision Reference DRN-5737851
7 Aug 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5737851 The complaint Mr H complains through a representative that Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”) lent to him without carrying out sufficient affordability checks. What happened In April 2020, Moneybarn provided Mr H with a conditional sale agreement for ... (4 pages)View decision -
Decision Reference DRN-5740850
7 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5740850 The complaint Mr L complained that the settlement payment Aviva Insurance Limited (“Aviva”) offered him was unfair, following the total loss of his car under his motor insurance policy. What happened Mr L was involved in a car accident. He contacted Aviva to make a claim, w... (3 pages)View decision -
Decision Reference DRN-5682601
7 Aug 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5682601 The complaint Miss M complains about a car supplied to her using a hire agreement taken out with LeasePlan UK Limited (“LeasePlan”). What happened In February 2021, Miss M acquired a new car using a hire agreement with LeasePlan. The agreement was for a minimum term of 36 m... (4 pages)View decision