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
-
Decision Reference DRN-5900475
26 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5900475 The complaint Mr S complains that BMW Financial Services (GB) Limited (which I’ll refer to as “Alphera”) unfairly ended his hire purchase agreement when he was temporarily unable to make full repayments. What happened In February 2024 Mr S entered into a three-year hire purc... (2 pages)View decision -
Decision Reference DRN-5977286
26 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5977286 The complaint Miss L is unhappy that Capital One (Europe) plc declined her credit card account applications and added CIFAS markers to her credit file that were visible to other lenders. Miss L is supported in her complaint by her authorised representative, her husband, whom... (3 pages)View decision -
Decision Reference DRN-5659826
26 Nov 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5659826 The complaint Mr and Mrs J complain about how Tesco Underwriting Limited have dealt with their claim. What happened Mr and Mrs J have household buildings and contents insurance with Tesco. They have a long running claim for subsidence and a claim for storm damage to their conse... (5 pages)View decision -
Decision Reference DRN-5795328
26 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5795328 The complaint Mr H complains that HSBC UK Bank PLC (“HSBC”) won’t refund a payment he made as part of 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, I understand it to be as follows.... (6 pages)View decision -
Decision Reference DRN-5885158
26 Nov 2025 Covea Insurance plc Not upheldInsuranceDRN-5885158 The complaint Mr S complains about the service Covea Insurance plc (“Covea”) gave him during a claim on his motor insurance policy. What happened Mr S had a motor insurance policy with Covea covering his car. On 6 April 2025, his car was parked up when it was hit by a third ... (4 pages)View decision -
Decision Reference DRN-5958151
26 Nov 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5958151 The complaint Mrs M complains that RCI Financial Services Limited trading as Nissan Financial Services (Nissan)wouldn’t cover the cost of repairing her car. She would like either the car repaired under its warranty or her agreement terminated along with compensation for the ... (2 pages)View decision -
Decision Reference DRN-5976905
26 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5976905 The complaint Mr P complains Mitsubishi Capital HC UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against paying a... (14 pages)View decision -
Decision Reference DRN-5628662
26 Nov 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5628662 The complaint Mr T complains about a delay to an individual savings account (ISA) transfer. He says Trading 212 UK Limited (T212) made a mistake which led to the delay. He said this has caused him a financial loss as well as distress and inconvenience. What happened Mr T de... (3 pages)View decision -
Decision Reference DRN-5728255
26 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5728255 The complaint Mrs N complains that Monzo Bank Ltd did not reimburse the funds she says she lost to a scam. What happened Mrs N says she was contacted out of the blue on a messaging app about a job opportunity. This job was fully online and required her to carry out a set amo... (3 pages)View decision -
Decision Reference DRN-5791249
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5791249 The complaint Mr E complains that Barclays Bank UK PLC (‘Barclays’) won’t refund him the money he says he lost to a scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, Mr E says that, while working as a taxi driver, he ... (2 pages)View decision
