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-5392953
13 Mar 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5392953 The complaint Mr E complains that the tax-free cash he received when he accessed his pension benefits was less than what was cited on the retirement quotation provided to him by Aviva Life & Pensions UK Limited (‘Aviva’). Mr E also complains that his residual drawdown fu... (7 pages)View decision -
Decision Reference DRN-5395138
13 Mar 2025 Financial Framework Wealth & Estate Planning Limited UpheldPensions and AnnuitiesDRN-5395138 The complaint Mr B complains about advice given by Financial Framework Wealth & Estate Planning Limited to switch his self-invested personal pension. He says the new plan is more expensive and he wouldn’t have gone ahead if the charges had been explained. To put things ... (7 pages)View decision -
Decision Reference DRN-5395153
13 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5395153 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (23 pages)View decision -
Decision Reference DRN-4904214
13 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4904214 The complaint Mr R complains about a car supplied to him using a hire purchase agreement taken out with BMW Financial Services(GB) Limited (“BMWFS”). What happened In January 2023, Mr R acquired an almost new car using a hire purchase agreement with BMWFS. The car was less ... (7 pages)View decision -
Decision Reference DRN-5393936
13 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5393936 The complaint Mr B and Miss G complain that National Westminster Bank Plc won’t refund the money they say they lost to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of what happened here... (5 pages)View decision -
Decision Reference DRN-5394961
13 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5394961 The complaint Mr A has complained that Monzo Bank Limited (“Monzo”) failed to protect him from falling victim to a romance scam, and hasn’t refunded the money he lost. What happened I issued a provisional decision (“PD”) in February 2025 explaining why I was minded to uphol... (5 pages)View decision -
Decision Reference DRN-5290534
13 Mar 2025 Barclays Bank Plc UpheldBanking and PaymentsDRN-5290534 The complaint A limited company, which I’ll refer to as T, complains that Barclays Bank Plc trading as Barclaycard Payment Solutions (“BPS”) has charged it unfairly for terminal hire in relation to merchant services. What happened In October 2022, T signed a contract to hire... (4 pages)View decision -
Decision Reference DRN-5227451
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5227451 The complaint and background Mr K complains Revolut Ltd won’t reimburse over £9,000 that he lost when he fell victim to an investment scam. Our investigator didn’t uphold the complaint. Revolut had intervened on one payment and had warned Mr K about investment scams, and sh... (2 pages)View decision -
Decision Reference DRN-5358021
13 Mar 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5358021 The complaint Mr L complains that STARTLINE MOTOR FINANCE LIMITED (“Startline”) didn’t carry out proportionate checks before lending and had it done so it would’ve seen the agreement wasn’t affordable. What happened In March 2021, Startline provided Mr L with a hire purchas... (4 pages)View decision -
Decision Reference DRN-4736190
13 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4736190 The complaint Mr R is unhappy HSBC UK Bank Plc, trading as first direct (‘First Direct’), hasn’t refunded him the money he lost after falling victim to an Authorised Push Payment (‘APP’) car purchase scam. What happened The details of this case have been clearly set out by ... (5 pages)View decision
