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 384133 results
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Decision Reference DRN-5816363
28 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5816363 The complaint Mrs J’s complaint is, in essence, that First Holiday Finance Ltd (“FHF”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (8 pages)View decision -
Decision Reference DRN-5952772
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5952772 The complaint X has complained about how HSBC UK Bank Plc applied payments to their credit card account. What happened X has a credit card account with HSBC, but is unhappy about how an £8,500 repayment was applied. One of our investigators looked into what had happened, and... (3 pages)View decision -
Decision Reference DRN-5482883
28 Nov 2025 EE Limited UpheldConsumer CreditDRN-5482883 The complaint Mr H complains about the balance of a fixed sum loan agreement with EE Limited. What happened In December 2024, Mr H took out a fixed sum loan agreement with EE to pay for a brand new mobile telephone device. The handset had a cash price of around £1,300 and Mr... (4 pages)View decision -
Decision Reference DRN-5949440
28 Nov 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5949440 The complaint Miss B complains that Legal and General Assurance Society Limited declined a claim on her critical illness policy. Throughout the claim and complaint process, Miss B has had a representative helping her. In this decision, any reference to Miss B includes the ac... (4 pages)View decision -
Decision Reference DRN-5554882
28 Nov 2025 Amtrust International Underwriters DAC Not upheldInsuranceDRN-5554882 The complaint Mr V complains about AmTrust International Underwriters DAC handling of his structural warranty claim. AmTrust’s been represented by agents for the claim and complaint. For simplicity I’ve generally referred to the agents’ actions as being AmTrust’s own. What... (3 pages)View decision -
Decision Reference DRN-5979474
28 Nov 2025 Pepper (UK) Limited Not upheldMortgagesDRN-5979474 The complaint Ms M complains that Pepper (UK) Limited trading as Engage Credit has not treated her fairly when she was unable to afford the payments to her mortgage. What happened Ms M and her now ex-husband took out a mortgage with another lender which has been sold to Enga... (3 pages)View decision -
Decision Reference DRN-5976773
28 Nov 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5976773 The complaint Mrs H says Everyday Lending Limited, trading as Evlo, irresponsibly lent to her. What happened Mrs H took out a loan for £12,500 over 60 months in November 2023. The monthly repayments were £443.89 and the total repayable was £26,633.40. She says the loan was n... (4 pages)View decision -
Decision Reference DRN-5866563
28 Nov 2025 Brown Shipley & Co Limited Not upheldBanking and PaymentsDRN-5866563 The complaint Mr T complains that Brown Shipley & Co Limited won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submis... (2 pages)View decision -
Decision Reference DRN-5912755
28 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5912755 The complaint Mr S has complained about the quality of repairs carried out by his motor insurer, Admiral Insurance (Gibraltar) Limited, after his car was damaged in an accident. What happened In April 2025, whilst driving, Mr S was involved in an accident when he collided w... (3 pages)View decision -
Decision Reference DRN-5882649
28 Nov 2025 Skrill Limited UpheldBanking and PaymentsDRN-5882649 The complaint Mrs E has complained that a transfer she made from her e-money account with Skrill Limited, wasn’t received into her bank account, and Skrill was unable to recall it due to its delays. What happened Mrs E has an e-money account with Skrill, and she instructed i... (2 pages)View decision
