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 365360 results
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Decision Reference DRN-5484386
8 May 2025 Lendable Ltd Not upheldConsumer CreditDRN-5484386 The complaint Mr D complains that Lendable Ltd overcharged him when he settled his personal loans early. What happened Mr D successfully applied for three personal loans with Lendable between 2021 and 2023. Each of the loans were to be repaid over a period of 24 months. In ... (3 pages)View decision -
Decision Reference DRN-5346311
8 May 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5346311 The complaint Mr W has complained about advice he was given in 2018 regarding the transfer of his defined-benefit (DB) pension scheme, to a type of personal pension plan. Harbour Rock Capital Limited is now responsible for answering this complaint. Therefore, to keep things ... (10 pages)View decision -
Decision Reference DRN-5492523
8 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5492523 The complaint Ms G has complained about the service Aviva Insurance Limited provided after she and her family were in a car crash abroad. What happened Ms G and her family were driving back from a holiday abroad. They were involved in an accident on a motorway when their car... (5 pages)View decision -
Decision Reference DRN-5125458
8 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5125458 The complaint Miss B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) did not reimburse the funds she lost to a scam. What happened Miss B was actively looking for work online and a recruiter contacted her. They offered her a job with a well-known ... (3 pages)View decision -
Decision Reference DRN-5500108
8 May 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5500108 The complaint Mr S complains about end of contract charges when his agreement with Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (“Novuna”) ended. What happened Mr S was supplied with a vehicle under a lease agreement with Novuna. When the agreement ended ... (2 pages)View decision -
Decision Reference DRN-5305417
8 May 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5305417 The complaint Mrs P, who is represented by a third party, complains that Tandem Motor Finance Limited (‘Tandem’), trading as 1 st Stop Car Finance, irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In June 2017, Mrs P acquired a... (4 pages)View decision -
Decision Reference DRN-5334393
8 May 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5334393 The complaint Mrs P complains that BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (Alphera) was irresponsible in its lending to her. She said it didn’t carry out adequate checks before providing her with a hire purchase agreement and that the agreem... (4 pages)View decision -
Decision Reference DRN-5537320
8 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5537320 The complaint Mr L complains that Monzo Bank Ltd failed to raise a chargeback in respect of a holiday booking. What happened In April 2024, Mr L paid £1,184 to a company I’ll call “C’ from his Monzo bank account for holiday accommodation. Shortly after Mr L arrived at the pr... (3 pages)View decision -
Decision Reference DRN-5109153
8 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5109153 The complaint Mr J complains that HSBC UK Bank Plc (“HSBC”) turned down his claim for a refund in respect of a charge levied for repairs to a car. What happened Mr J hired a car for use on a track day in April 2023 from a company I’ll call ‘T’. He paid £2,000 to T for this. ... (3 pages)View decision -
Decision Reference DRN-5426173
8 May 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5426173 The complaint Miss M complains that The Co-operative Bank Plc (‘Co-op’) closed her account. Miss M adds that the situation has impacted another of her bank accounts and her ability to work. What happened In November 2024, Miss M attempted to withdraw funds from her Co-op b... (3 pages)View decision
