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 364766 results
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Decision Reference DRN-5149242
5 Dec 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5149242 The complaint Miss A complains that Startline Motor Finance Limited supplied her with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In August 2023, Miss A acquired a used car financed by a hire purchase agreement from Startline. The... (3 pages)View decision -
Decision Reference DRN-4985576
5 Dec 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4985576 The complaint Mrs M complains Ageas Insurance Limited has unfairly declined her buildings insurance claim. Mrs M is being represented by Mr S, so I may refer to him below where necessary. All references to Ageas also include its appointed agents. What happened The details of... (2 pages)View decision -
Decision Reference DRN-4445626
5 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4445626 The complaint Mr L complains Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr L has an account with Revolut and an account with another business who I’ll refer to as “N” throughout the rest of this decision... (2 pages)View decision -
Decision Reference DRN-5129448
5 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5129448 The complaint Mr T has complained that Lloyds Bank General Insurance Limited (LBGI) unfairly declined a claim under his home insurance policy for storm damage. What happened On 5 February 2024 Mr T made a claim to LBGI after he noticed damage to his roof following a storm. ... (2 pages)View decision -
Decision Reference DRN-4895236
5 Dec 2024 Affinity Insurance Solutions Limited Not upheldInsuranceDRN-4895236 The complaint Mr S complains Affinity Insurance Solutions Limited (trading as Co-op) provided poor customer service for his home insurance renewal. What happened Mr S’ home insurance was arranged by Affinity. It was due for renewal on 1 September 2023. On 4 August 2023 Mr S... (2 pages)View decision -
Decision Reference DRN-5191717
5 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5191717 The complaint Mr T, through a representative, says Vanquis Bank Limited irresponsibly lent to him. What happened Mr T took out a credit card in June 2021. He was given a £1,000 limit that was increased to £1,500 in November 2021. Mr T says his financial position was such tha... (2 pages)View decision -
Decision Reference DRN-4681452
5 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4681452 The complaint Ms W complains that Bank of Scotland plc trading as Halifax hasn’t provided her with appropriate assistance while she is experiencing financial difficulty. What happened Ms W’s previous fixed rate expired around January/February 2023, and she asked Halifax if s... (5 pages)View decision -
Decision Reference DRN-5065492
5 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5065492 The complaint Mr A complains about how Advantage Insurance Company Limited (Advantage) recorded a claim under his home insurance policy for damage to his property from a leak. Reference to Advantage in this decision includes their agents. What happened Mr A took out a home... (4 pages)View decision -
Decision Reference DRN-5190982
5 Dec 2024 Gain Credit LLC UpheldConsumer CreditDRN-5190982 The complaint Mr B complains through a representative that Gain Credit LLC trading as Lending Stream (“Lending Stream”) should’ve carried out more detailed affordability checks before it lent to him. What happened A summary of Mr B’s borrowing can be found in the table belo... (5 pages)View decision -
Decision Reference DRN-5074948
5 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5074948 The complaint Mrs D complains about the actions of HSBC UK Bank Plc when she lost money 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 some of the key events here. Mrs D met someon... (6 pages)View decision
