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 388057 results
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Decision Reference DRN-5660391
9 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5660391 The complaint Mr A complains HSBC UK Bank Plc won’t refund money he lost as part of a crypto investment scam. Mr A is being supported in making his complaint by a representative, but for ease, I’ll refer to Mr A throughout this decision. What happened Mr A has explained that... (5 pages)View decision -
Decision Reference DRN-5761761
9 Dec 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5761761 The complaint Mr O is unhappy with the quality of a car financed using a hire purchase agreement from Tandem Motor Finance Limited. What happened In April 2024 Mr O entered into a hire purchase agreement with Tandem for a used car. The car was around nine years old and had b... (4 pages)View decision -
Decision Reference DRN-4757434
9 Dec 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4757434 The complaint The trustees of the Trust are unhappy, in summary, as they don’t think Zurich Assurance Ltd (‘Zurich’) has correctly administered the reviewable whole of life policy that’s held with it. Mr C has driven the complaint and corresponded with us though, so I’ve la... (7 pages)View decision -
Decision Reference DRN-5860985
9 Dec 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5860985 The complaint Mr G is unhappy with the amount he was asked to pay by Volvo Car UK Limited after finishing his hire agreement early. What happened Mr G took out a hire agreement with Volvo. He then decided to end his agreement early. Mr G is unhappy that he had to wait 10 day... (3 pages)View decision -
Decision Reference DRN-5815583
9 Dec 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5815583 The complaint Mr S complains that the car he acquired through a hire purchase agreement with N.I.I.B. Group Limited t/a Northridge Finance (“Northridge”) wasn’t of satisfactory quality. He wants to reject the car and have the credit agreement cancelled. What happened Mr S en... (4 pages)View decision -
Decision Reference DRN-5669171
9 Dec 2025 Currencies Direct Limited Not upheldBanking and PaymentsDRN-5669171 The complaint Mr K complains about the actions of Currencies Direct Limited when he lost money to a scam. Mr K is being supported in making the complaint by a representative, but for ease, I’ll only refer to Mr K. What happened The detailed background to this complaint is ... (4 pages)View decision -
Decision Reference DRN-5647288
9 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5647288 The complaint Mr K and Ms W complain about the actions of National Westminster Bank Public Limited Company when they lost money to a scam form a joint account. Mr K and Ms W are being supported in making the complaint by a representative, but for ease, I’ll only refer to Mr... (3 pages)View decision -
Decision Reference DRN-5990417
9 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5990417 The complaint Mrs N has complained Lloyds Bank PLC paid her inadequate compensation after being a victim of theft left her vulnerable. She was also concerned about the customer service issues she had. What happened Last December Mrs N had her purse stolen. This left her feel... (2 pages)View decision -
Decision Reference DRN-5910459
9 Dec 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5910459 The complaint Ms G complains that Red Sands Insurance Company (Europe) Limited declined a claim on her motor warranty. Throughout the complaint process, Ms G has had a representative helping her. In this decision, any reference to Ms G includes the actions and comments of he... (3 pages)View decision -
Decision Reference DRN-5779897
9 Dec 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5779897 The complaint Miss H complains about the balance owing under a hire purchase agreement she has with CA Auto Finance UK Ltd (‘CAAF’). What happened In March 2023, Miss H took out a hire purchase agreement with CAAF to acquire a used car. The cash price of the car was around £... (3 pages)View decision