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 381196 results
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Decision Reference DRN-5808826
10 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5808826 The complaint Mr W complains about missing contributions he made to his pension with Aviva Life & Pensions UK Limited (‘Aviva’) and the service he has received from them. What happened Mr W has a personal pension (‘PP’) with Aviva which contains four plans. In around Ja... (5 pages)View decision -
Decision Reference DRN-5781557
10 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5781557 The complaint Mr K complains that Barclays Bank UK PLC closed his account without giving him notice of its intention to do so. What happened Mr K had an account with Barclays. He transferred money from the account to friends. When they transferred money back into the account... (2 pages)View decision -
Decision Reference DRN-5215961
10 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5215961 The complaint Ms M complains that Wise Payments Limited won’t refund money she lost to a scam. Ms M is represented by a firm, but for ease I have only referred to Ms M in my decision. What happened The details of this complaint are well known to both parties so I won’t repea... (2 pages)View decision -
Decision Reference DRN-5714801
10 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5714801 The complaint Mrs P complains about the way Liverpool Victoria Insurance Company Limited (‘LV’) handled a flood claim she made under her property insurance policy. What happened The following is intended as a summary of key events only. Mrs P held a home insurance policy w... (3 pages)View decision -
Decision Reference DRN-5643945
10 Sep 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5643945 The complaint Mr A complains that HSBC UK Plc lent to him when he could not afford it. And Mr A complains as to how they treated him when he was issued with a default. What happened Mr A applied for a £10,000 Graduate Loan in October 2018. This was due to cost him £250.33 a... (8 pages)View decision -
Decision Reference DRN-5781176
10 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5781176 The complaint Miss M complains that STARTLINE MOTOR FINANCE LIMITED (“Startline”) rejected her claim in respect of a car. What happened In August 2024 Miss M bought a second hand car at a cost of £12,608 funded by a loan from Startline and a deposit of £1,000. The car was ei... (3 pages)View decision -
Decision Reference DRN-5635556
10 Sep 2025 Europa Group Limited Not upheldInsuranceDRN-5635556 The complaint Mr S complains that Europa Group Limited (‘Europa’) – trading as Wiser Choice – continued to charge his motor insurance premiums after his car had been destroyed in a fire. What happened Mr S had a motor insurance policy, arranged by Europa acting as insurance ... (2 pages)View decision -
Decision Reference DRN-5748103
10 Sep 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5748103 The complaint Mr G complains about the quality of a car he acquired under a hire purchase agreement with SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as Moneyway (Moneyway). When I refer to what Mr G and/or Moneyway said or did, it should also be taken to include things... (5 pages)View decision -
Decision Reference DRN-5704088
10 Sep 2025 Next Retail Limited Not upheldConsumer CreditDRN-5704088 The complaint Mr F complains that Next Retail Limited (‘Next’) unfairly reported his late payment to the Credit Reference Agencies (‘CRAs’), after they’d not communicated clearly about a due payment on his credit account. Mr F would like his credit file amending. What happen... (3 pages)View decision -
Decision Reference DRN-5290398
10 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5290398 The complaint Mr H complains that The Royal Bank of Scotland Plc (‘RBS’) won’t refund the money he lost as a result of what he believes was an ‘Authorised Push Payment’ (‘APP’) property investment scam. Mr H brings his complaint with the assistance of a professional represe... (3 pages)View decision
