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 369227 results
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Decision Reference DRN-5513879
28 Apr 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5513879 The complaint Mr S complains about a car supplied to him using a personal contract purchase (“PCP”) agreement taken out with N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”). What happened Mr S referred a complaint to us along with his representative. As ... (5 pages)View decision -
Decision Reference DRN-5389114
28 Apr 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5389114 The complaint Mrs R complains that Gain Credit LLC trading as Drafty (“Drafty”) gave her a line of credit without carrying out the appropriate affordability checks. For ease, in my decision I will refer to Mrs R when talking about her or her representative. What happened M... (5 pages)View decision -
Decision Reference DRN-5401847
28 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5401847 The complaint Miss P complains that Wise Payments Limited trading as Wise didn’t do enough to prevent her losing money to a scam. Miss P has used a representative to bring her complaint, but, for ease of reading, I’ll mostly just refer to Miss P herself where I also mean th... (3 pages)View decision -
Decision Reference DRN-5076066
28 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5076066 The complaint Mr D complains that Metro Bank PLC (“Metro”) failed to properly pursue a chargeback for a disputed payment. What happened On 22 February 2024 Mr D made a purchase from a merchant costing £101, but then changed his mind. The payment was shown as pending in his a... (2 pages)View decision -
Decision Reference DRN-5469186
28 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5469186 The complaint Mr S was unhappy that Starling Bank Limited (‘Starling’) had not removed a restriction on his account after he’d sent information to enable it to do this and he complained about the service provided during a phone call on 16 January 2025 when he called Starling... (4 pages)View decision -
Decision Reference DRN-5476498
28 Apr 2025 esure Insurance Limited Not upheldInsuranceDRN-5476498 The complaint Mr S complains esure Insurance Limited (esure) unfairly settled his claim on his motor insurance policy. There are several parties and representatives of esure involved throughout the complaint but for the purposes of this complaint I’m only going to refer to e... (3 pages)View decision -
Decision Reference DRN-5511673
28 Apr 2025 Thorntons Wealth Management Limited Not upheldPensions and AnnuitiesDRN-5511673 The complaint Mr B’s complaint is about Thorntons Wealth Management Limited trading as Thorntons Wealth (‘TW’). Until late 2023 TW provided an Ongoing Advisory Service (‘OAS’) to his pension portfolio. Its service to the portfolio began after its December 2020 acquisition o... (7 pages)View decision -
Decision Reference DRN-5445961
28 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5445961 The complaint Mr H complains on behalf of his mother (Mrs H) that Lloyds Bank PLC didn’t do enough to prevent the loss she suffered when a third party made transfers from her account. What happened The detailed background to this complaint is well known to both parties. So,... (3 pages)View decision -
Decision Reference DRN-5255824
28 Apr 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5255824 The complaint Mr T complains that Sainsbury’s Bank Plc will not accept a claim he made under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In May 2022 Mr T engaged a business, which I’ll call “C”, to supply and fit a new bathroom, at a cost of £6,7... (3 pages)View decision -
Decision Reference DRN-5512977
28 Apr 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5512977 The complaint Mr D says there were delays by AFH Independent Financial Services Limited trading as AFH Wealth Management (AFH) in getting money released from his pension. He also wanted monthly payments which he says was agreed but he was then told that wasn’t possible. And ... (4 pages)View decision
