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 367300 results
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Decision Reference DRN-5524164
12 May 2025 Michael John Rice UpheldPensions and AnnuitiesDRN-5524164 The complaint Mr J complains that advice given by Michael John Rice, trading as MJR Financial Services (MJR), to transfer his existing pensions was unsuitable and has caused him financial loss. What happened I issued a provisional decision on 17 April 2025. I set out what ha... (13 pages)View decision -
Decision Reference DRN-5447749
12 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5447749 The complaint Mr and Mrs M complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund money they lost when they fell victim to an investment scam. Mr and Mrs M are being represented by a claims management company. What happened Mr and Mrs M say... (3 pages)View decision -
Decision Reference DRN-5552645
12 May 2025 TSB Bank plc Not upheldConsumer CreditDRN-5552645 The complaint Mr H has complained TSB Bank plc didn’t carry out effective affordability checks when approving his loan application in March 2024. He subsequently confirmed this application was fraudulent and wanted TSB to refund the full amount. Mr H’s brother has represente... (3 pages)View decision -
Decision Reference DRN-5552189
12 May 2025 Care by Volvo Car UK Limited Not upheldConsumer CreditDRN-5552189 The complaint Miss E complains that the terms and conditions of a hire agreement she took out with Care by Volvo Car UK Limited (‘VCUK’) are unfairly restrictive. What happened The parties are familiar with the background details of this complaint – so I will briefly summari... (4 pages)View decision -
Decision Reference DRN-5546494
12 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5546494 The complaint Mr M says that HSBC UK Bank Plc, trading as first direct, made it difficult for him to make a payment towards is credit card balance. What happened Mr M had planned to clear the balance on his first direct credit card when the promotional interest rate ended in... (2 pages)View decision -
Decision Reference DRN-5270653
12 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5270653 The complaint Mr D complains Barclays Bank UK PLC (“Barclays”) restricted and later closed his account without notice nor warning after falling victim to a scam. Mr D is also unhappy Barclays provided poor customer service particularly in not allowing him to withdraw funds i... (3 pages)View decision -
Decision Reference DRN-5267905
12 May 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5267905 The complaint Mr B complains J.P. Morgan Europe Limited, trading as Chase, restricted his account for around four days whilst carrying out a review, didn’t give him any warning of this, and provided poor customer service. Mr B says Chase’s actions caused him substantive dist... (1 page)View decision -
Decision Reference DRN-5547947
12 May 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5547947 The complaint Ms L complains that J.P. Morgan Europe Limited trading as Chase hasn’t reimbursed the money she’s lost to a scam. What happened Ms L received a call from a withheld number, from a scammer impersonating Chase. The scammer knew some of her personal details and in... (6 pages)View decision -
Decision Reference DRN-5551950
12 May 2025 Creation Financial Services Limited UpheldBanking and PaymentsDRN-5551950 The complaint Mr P complains that Creation Financial Services Limited (“Creation”) failed to uphold his claim under Section 75 Consumer Credit Act 1975 (“s.75”) in full. Mrs P has represented her husband in making this claim, but for ease of reference I will refer to him alone ... (6 pages)View decision -
Decision Reference DRN-5506195
12 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5506195 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 (as amended) (the ‘CCA’) and (2)... (26 pages)View decision
