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 369228 results
-
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 -
Decision Reference DRN-5541549
8 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5541549 The complaint Mr A has complained about the actions of The Prudential Assurance Company Limited (“Prudential”) when he tried to transfer his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”). Mr A first tried to transfer in 2022. That transfer req... (6 pages)View decision -
Decision Reference DRN-5452055
8 May 2025 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5452055 The complaint Mr B complains that Tandem Personal Loans Ltd trading as Oplo was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information removed from his credit file. Mr B is represented by a th... (3 pages)View decision -
Decision Reference DRN-5504374
8 May 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5504374 The complaint Mr and Mrs R complain Acromas Insurance Company Limited (‘Acromas’) increased their premiums at renewal on their motor insurance policy. Mr R has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer t... (3 pages)View decision -
Decision Reference DRN-5512399
8 May 2025 First Complete Limited UpheldInsuranceDRN-5512399 The complaint Mrs S complains that First Complete Limited trading as PRIMIS Mortgage Network (‘First Complete’) caused delays with a joint life insurance application, which meant there was no policy in place when her husband died. Any reference to First Complete includes th... (6 pages)View decision -
Decision Reference DRN-5544905
8 May 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5544905 The complaint X complains HSBC UK Bank Plc (“HSBC”) lent three loans to them irresponsibly between 2006 and 2008. What happened In July 2006, X was provided with a flexi-loan for £2,000. Then in May 2007 a loan for £5,000 was provided – around £4,500 was used to consolidate... (5 pages)View decision -
Decision Reference DRN-5497117
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5497117 The complaint Mr S complains that Barclays Bank UK PLC didn’t do enough to protect him from the financial harm caused by an advance fee scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well ... (6 pages)View decision
