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 401363 results
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Decision Reference DRN-5681521
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5681521 The complaint Miss I complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money she lost following a number of payments made from her account. What happened Between 2018 and 2023, a number of payments totalling around £70,000 were made from Miss ... (3 pages)View decision -
Decision Reference DRN-5834025
23 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5834025 The complaint Mrs A complains that Shop Direct Finance Company Limited trading as Very (‘Very’), unfairly charged her interest on her account. What happened Mrs A has a catalogue account with Very through which she makes purchases using its credit facilities. In May 2023, Mr... (2 pages)View decision -
Decision Reference DRN-5795585
22 Sep 2025 Nationwide Building Society UpheldConsumer CreditDRN-5795585 The complaint Mr O complains that three loans made to him by Nationwide Building Society were unaffordable for him and shouldn’t have been made to him. What happened Mr O complained to Nationwide in May 2024 about three loans that it had made to him between 2012 and 2014. He... (4 pages)View decision -
Decision Reference DRN-5591922
22 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5591922 The complaint Ms S complains that The Prudential Assurance Company Limited (“Prudential”) mishandled the death benefit under her late husband’s pension plan after she notified them of his passing. She says Prudential communicated poorly throughout the process, made unnecessa... (6 pages)View decision -
Decision Reference DRN-5605979
22 Sep 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5605979 The complaint Mrs B complains that a car that was supplied to her under a hire purchase agreement with Advantage Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mrs B under a hire purchase agreement with Advantage Finance that she ele... (3 pages)View decision -
Decision Reference DRN-5706714
22 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5706714 The complaint Mr G complains that BMW Financial Services (GB) Limited, trading as Alphera Financial Services, has terminated the hire purchase agreement under which a car had been supplied to him. What happened A used car was supplied to Mr G under a hire purchase agreement ... (3 pages)View decision -
Decision Reference DRN-5651993
22 Sep 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5651993 The complaint Mr G complains that MotoNovo Finance Limited (“Motonovo”) entered into a Hire Purchase agreement with him when it was unaffordable. The complaint has been brought using a professional representative, but I’ll refer to Mr G throughout. What happened In May 202... (5 pages)View decision -
Decision Reference DRN-5714493
22 Sep 2025 Windsor Wealth Management Limited UpheldPensions and AnnuitiesDRN-5714493 The complaint Mr E complains that Windsor Wealth Management Limited (WWM) provided him with advice in relation to his pension that was unsuitable and as a result he has incurred a financial loss. Mr E has been represented by a third party in making his complaint, however fo... (7 pages)View decision -
Decision Reference DRN-5833794
22 Sep 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5833794 The complaint Mr H complains Wise Payments Limited (‘Wise’) won’t refund payments he lost when he was a victim of an impersonation scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In summary, Mr H rece... (6 pages)View decision -
Decision Reference DRN-5353347
22 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5353347 The complaint Mrs R complains that Revolut Ltd is holding her responsible for transactions which she says she didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs R has said ... (2 pages)View decision