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-5175783
7 May 2025 ReAssure Limited Not upheldInvestmentsDRN-5175783 The complaint Mr M and Mrs M complain about ReAssure Limited (ReAssure). They said ReAssure misinformed them. They said if they had known the true value of their bond, they wouldn’t have surrendered it. Mr and Mrs M said ReAssure’s mistakes caused them financial loss as wel... (3 pages)View decision -
Decision Reference DRN-5536327
7 May 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5536327 The complaint Mr W’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with him under Section 140A (s.140A’) of the Consumer C... (10 pages)View decision -
Decision Reference DRN-5538422
7 May 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5538422 Complaint Ms R complains that FirstRand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In Ju... (4 pages)View decision -
Decision Reference DRN-5476633
7 May 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5476633 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the... (8 pages)View decision -
Decision Reference DRN-5488360
7 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5488360 The complaint Ms C complains about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) when there was a problem making a payment from her account. What happened Ms C phoned NatWest when she was having repeated problems making a payment to a ... (4 pages)View decision -
Decision Reference DRN-5324330
6 May 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5324330 The complaint Mr G complains that the car he acquired through Stellantis Financial Services UK Limited (“SFS”) wasn’t of satisfactory quality. He says he’s experienced issues with the gearbox and clutch due to excessive wearing. Mr G wants SFS to pay for the repairs or accep... (4 pages)View decision -
Decision Reference DRN-5333432
6 May 2025 Santander UK Plc Not upheldMortgagesDRN-5333432 The complaint Mr F complains that Santander UK Plc didn’t tell him it had instructed solicitors to take legal action regarding his mortgage. He asks for an opportunity to discuss repayment options. What happened Mr F took out a mortgage with Santander in 2007 on an interest ... (3 pages)View decision -
Decision Reference DRN-5138783
6 May 2025 The Private Office Limited UpheldPensions and AnnuitiesDRN-5138783 The complaint Mr Z complains that The Private Office Limited (‘TPO’) failed to follow his wishes when transferring part of the monies in his self-invested personal pension (SIPP) to a new provider. Mr Z would now like TPO to recompense him for the investment losses he says h... (5 pages)View decision -
Decision Reference DRN-5282489
6 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5282489 The complaint Mrs F complains that The Prudential Assurance Company Limited are making her take financial advice against her wishes before they’ll release any monies from her personal pension plan. Mrs F would like Prudential to just process her pension withdrawal request pr... (4 pages)View decision -
Decision Reference DRN-5101685
6 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5101685 The complaint Ms O is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms O fell victim to a cruel investment scam followed by a second scam that claimed to be assisti... (11 pages)View decision
