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 374385 results
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Decision Reference DRN-5490501
9 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5490501 The complaint Mr I complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost as the result of a scam. What happened Mr I saw an investment advertised online for a company I’ll refer to as P. The investment involved cryptocurrency. Mr I says he was promised a r... (3 pages)View decision -
Decision Reference DRN-5640881
8 Jul 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5640881 The complaint Mr M complains that Sainsbury’s Bank Plc has not arranged an affordable repayment plan and continues to charge late fees. What happened Mr M says that, following a decision from the Financial Ombudsman Service that a loan was unaffordable, Sainsbury’s should h... (2 pages)View decision -
Decision Reference DRN-5679916
8 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5679916 The complaint Ms B complains that Starling Bank Limited trading as Starling Bank (‘Starling’) registered a Cifas marker against them, without due cause. Whilst Starling have now removed the Cifas marker and offered to pay £200 in recognition of the distress and inconvenience... (6 pages)View decision -
Decision Reference DRN-5665803
8 Jul 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5665803 The complaint Mr O complains that Novia Financial Plc (“Novia”) failed to conduct sufficient due diligence when it allowed him to establish a Self-Invested Personal Pension (“SIPP”) and invest in an unregulated collective investment scheme . Mr O is b... (19 pages)View decision -
Decision Reference DRN-5669227
8 Jul 2025 Uinsure Limited UpheldInsuranceDRN-5669227 The complaint Mr and Mrs J have complained about the service they received from Uinsure Limited (“Uinsure”) following discussions about their insurance premium. What happened In 2023, Mr and Mrs J’s policies became due for renewal. They contacted Uinsure as they wanted to di... (2 pages)View decision -
Decision Reference DRN-5647545
8 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5647545 The complaint Miss L has complained about Aviva Insurance Limited. She isn’t happy about the way it dealt with a claim under her motor insurance policy. What happened Miss L made a claim under her motor insurance policy with Aviva after a non-fault accident. When Aviva looke... (2 pages)View decision -
Decision Reference DRN-5522522
8 Jul 2025 247 Money Group Limited UpheldConsumer CreditDRN-5522522 The complaint Mr G complains about the quality of a used car he acquired through a hire purchase agreement (HPA), financed by 247 Money Group Limited (247). What happened In July 2022, Mr G acquired a used car through a HPA, financed by 247. The cash price of the car was aro... (5 pages)View decision -
Decision Reference DRN-5641198
8 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5641198 Complaint Mr B has complained about the overdraft charges TSB Bank plc (“TSB”) applied to his current account. He’s said the charges were applied unfairly as he was allowed to use his overdraft for a prolonged period. Mr B is being represented, by “the representative”, in h... (4 pages)View decision -
Decision Reference DRN-5672844
8 Jul 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5672844 The complaint Miss H is unhappy with the redress offered by Santander Consumer (UK) Plc (Santander) after a car supplied to her under a conditional sale agreement was found to be of an unsatisfactory quality. What happened In March 2024 Miss H was supplied with a new car thr... (4 pages)View decision -
Decision Reference DRN-4433413
8 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4433413 The complaint Mr and Mrs N’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr and Mrs N purchased membership of a timeshare (the ... (10 pages)View decision
