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-5546162
26 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5546162 The complaint Mr T complains that American Express Services Europe Limited (Amex) irresponsibly provided him with a credit card. What happened Amex provided Mr T with a credit card for £10,000 in January 2022. Amex says the limit was reduced to £5,700 in December 2023. In ... (3 pages)View decision -
Decision Reference DRN-5648055
26 Jun 2025 Park Hall Financial Services Limited Not upheldInvestmentsDRN-5648055 The complaint Mrs C has complained about the investment advice she received in 2019 from Park Hall Financial Services Limited (“Park Hall”). She’s said that pension/retirement planning was one of her stated objectives, but this wasn’t addressed by the adviser. She’s also com... (8 pages)View decision -
Decision Reference DRN-4522300
26 Jun 2025 Park Hall Financial Services Limited Not upheldInvestmentsDRN-4522300 The complaint Mr C has complained about the investment advice he received in 2019 from Park Hall Financial Services Limited (“Park Hall”). He’s said that pension/retirement planning was one of his stated objectives, but this wasn’t addressed by the adviser. He’s also complai... (8 pages)View decision -
Decision Reference DRN-5497336
26 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5497336 The complaint Mrs J complains that Lloyds Bank PLC mishandled her chargeback request. What happened Both parties are aware of the details of the events leading up to this complaint and our investigator has set these out in the view which he issued. In the interests of brevit... (4 pages)View decision -
Decision Reference DRN-5190391
26 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5190391 The complaint Mr W complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in... (3 pages)View decision -
Decision Reference DRN-5585252
26 Jun 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5585252 The complaint Mr X says Scottish Widows Limited changed the terms and conditions of his group personal pension without informing him. He says this has caused him financial detriment and stress. What happened Mr X’s pension with Scottish Widows was set up by a previous employ... (6 pages)View decision -
Decision Reference DRN-5629201
26 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5629201 The complaint Mr S complains about the rate of interest he’s been charged on a loan provided to him by National Westminster Bank Public Limited Company (NatWest). He recalls the rate being much lower. What happened In May 2024, Mr S applied for a loan with NatWest online us... (3 pages)View decision -
Decision Reference DRN-5561728
26 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5561728 The complaint Mr F complains about problems he has had with a car RCI Financial Services (“RCI”) supplied to him under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail here. Instead,... (5 pages)View decision -
Decision Reference DRN-5636074
26 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5636074 The complaint Mr I says NewDay Ltd trading as Aqua (‘NewDay’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that this has led to him having a card that he cannot afford. And th... (3 pages)View decision -
Decision Reference DRN-5560451
26 Jun 2025 Mortgage Advice Bureau Limited UpheldMortgagesDRN-5560451 The complaint Ms M and Mr M, who are mother and son, complain about mortgage advice they were given by an appointed representative of Mortgage Advice Bureau Limited (MAB). What happened Ms M and Mr M had a mortgage with a lender I’ll call S. Their fixed rate was due to expir... (4 pages)View decision
