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
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Decision Reference DRN-5274595
7 May 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5274595 The complaint Mr B has complained about advice he was given in 2021 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-5535005
7 May 2025 Vitality Health Limited UpheldInsuranceDRN-5535005 The complaint Miss P complains about how Vitality Health Limited (‘Vitality’) handled claims under her private medical insurance policy. What happened Miss P took out a fully medically underwritten private medical insurance policy, provided by Vitality, through an independen... (4 pages)View decision -
Decision Reference DRN-5209343
7 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5209343 The complaint Mr W complains that Barclays Bank PLC won’t refund the full amount of money he lost to a scam. What happened Mr W complains that on 29 March 2019 and 04 April 2019 he sent two payments of £50,000 to what he thought was a legitimate investment. Mr W says there w... (3 pages)View decision -
Decision Reference DRN-5306871
7 May 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5306871 The complaint Ms K complains that Lloyds Bank PLC (Lloyds) won’t allow her to take a new fixed rate for her existing mortgage unless she completes an advice meeting. She’s also unhappy that the previous terms of her mortgage were replaced by updated terms and conditions when... (4 pages)View decision -
Decision Reference DRN-5121059
7 May 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5121059 The complaint Miss O is unhappy that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened In May 2024, Miss O was supplied with a used car through a hire purchase agreement with BMF. She pa... (3 pages)View decision -
Decision Reference DRN-5540226
7 May 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5540226 The complaint Mr C has complained that Sainsbury's Bank Plc “Sainsbury’s” rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr C bought a new solar panel system (the system) for his home in August 2023 which was subsequently ... (7 pages)View decision -
Decision Reference DRN-5535871
7 May 2025 UK Credit Limited Not upheldConsumer CreditDRN-5535871 The complaint Mr T, through a representative, says UK Credit Limited lent to him irresponsibly. What happened Mr T took out a guarantor loan from UK Credit on 15 November 2018. It was for £2,000 over 36 months. The monthly repayment was £113.14 and the total repayable was £4... (3 pages)View decision -
Decision Reference DRN-5306895
7 May 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5306895 The complaint Mr W complained about the way Stellantis Financial Services UK Limited (“Stellantis”) responded when he tried to refinance his car credit agreement. When I refer to what Mr W has said and what Stellantis has said, it should also be taken to include things said... (4 pages)View decision -
Decision Reference DRN-5408308
7 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5408308 The complaint Mrs K complains that Lloyds Bank PLC did not reimburse the £5,000 she says she lost to a scam. What happened Mrs K says a friend introduced her to a Care Home company I’ll refer to as ‘X’. A representative from X said they could help Mrs K’s husband with traini... (2 pages)View decision -
Decision Reference DRN-5540535
7 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5540535 The complaint Mr B complains that the NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary... (5 pages)View decision
