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-5387023
13 Mar 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5387023 The complaint Mr A complains about the outcome of a claim he made to Ikano Bank AB (publ) (“Ikano”) under section 75 of the Consumer Credit Act 1974 in respect of spray foam insulation. What happened In 2020, Mr A agreed to enter a contract with a company I’ll call “T” for s... (4 pages)View decision -
Decision Reference DRN-5317030
13 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5317030 The complaint Mr B and Mrs B complain Aviva Insurance Limited (Aviva) didn’t complete satisfactory repairs to Mrs B’s car after she made a claim on her motor insurance policy, and that it provided a poor level of service. References to Mrs B or Mr B, will include the other.... (3 pages)View decision -
Decision Reference DRN-4683890
13 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4683890 The complaint Miss C complains that Lloyds Bank PLC (“Lloyds”) failed to raise a chargeback in relation to payments she made to a company for spray foam insulation. What happened In 2022, Miss C agreed to enter a contract with a company I’ll call “E” for spray foam insulatio... (3 pages)View decision -
Decision Reference DRN-5318565
13 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5318565 The complaint Mr A complains that Bank of Scotland plc (trading as Halifax) defaulted his account. What happened Mr A says he was in a payment plan for his credit card but, as he was making the payments manually, he missed a payment and Halifax defaulted his account. He say... (2 pages)View decision -
Decision Reference DRN-5292833
13 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5292833 The complaint Mr L complains about a payment he instructed in a branch of HSBC UK Bank Plc (HSBC). Mr L says HSBC’s mistake caused him inconvenience and an exchange rate loss. Mr L is represented by a third party but for ease of reading, I will generally refer to Mr L. What ... (3 pages)View decision -
Decision Reference DRN-5325591
13 Mar 2025 Embark Services Limited Not upheldPensions and AnnuitiesDRN-5325591 The complaint Mr A says he was advised to open to a self-invested personal pension (‘SIPP’) with Embark Services Limited (formally known as Hornbuckle Mitchell) (‘Embark’) in order to make a number of investments. Mr A says he went on to make investments through his SIPP, so... (12 pages)View decision -
Decision Reference DRN-5350353
13 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5350353 The complaint Mr H complains that Lloyds Bank PLC provided him with an overdraft facility irresponsibly. Mr H also says he was told he’ll get a call regarding his complaint but didn’t get a call and instead received a letter. What happened Mr H’s overdraft facility with Llo... (3 pages)View decision -
Decision Reference DRN-5170167
13 Mar 2025 Equiniti Financial Services Limited Not upheldPensions and AnnuitiesDRN-5170167 The complaint Mrs J has complained about the handling of her request to transfer her pension benefits by Equiniti Financial Services Limited. Mrs J’s complaint has been brought on her behalf by her husband Mr J. Mr J was also the main point of contact for Equiniti in relati... (4 pages)View decision -
Decision Reference DRN-5385127
13 Mar 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5385127 The complaint Mr H complains that National Savings and Investments (‘NS&I’) should have done more to raise awareness about the need for phones to have up to date software to enable account access. He also feels that its helpline should have been aware of this issue and i... (3 pages)View decision -
Decision Reference DRN-5383375
13 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5383375 The complaint Mr S complains CA Auto Finance UK Ltd (CA Auto) supplied him with a car that he believes wasn’t of satisfactory quality therefore not fit for purpose What happened In July 2023, Mr S entered into a 38 month finance agreement for a used car. The ... (9 pages)View decision
