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 381194 results
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Decision Reference DRN-5513016
18 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5513016 The complaint Mr M complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly recorded an incident on his motor insurance record. What happened Mr M was driving his car and whilst going over a speed bump in the road he braked and a part on his car broke leaving it un... (2 pages)View decision -
Decision Reference DRN-5455567
18 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5455567 The complaint Mr S complains that Metro Bank PLC failed in its duty to protect him when he fell victim to an investment scam. He wants the money he lost refunded along with 8% interest and compensation for the upset he has been caused. Mr S is represented by a third party bu... (4 pages)View decision -
Decision Reference DRN-5626679
18 Jun 2025 Sky UK Limited Not upheldConsumer CreditDRN-5626679 The complaint Mr F complains about four fixed sum loan agreements, taken out with Sky UK Limited to buy four brand new mobile telephone devices. What happened In August 2023, Mr F took out two fixed sum loan agreements with Sky, to pay for two brand new mobile telephone hand... (4 pages)View decision -
Decision Reference DRN-5631528
18 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5631528 The complaint Mrs T complains that NewDay Ltd trading as Pulse lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs T applied for a Pulse credit card in August 2014. Pulse has explained that due to the passa... (3 pages)View decision -
Decision Reference DRN-5462638
18 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5462638 The complaint Mr A complains that BMW Financial Services (GB) Limited, trading as “Alphera” Financial Services, unfairly entered into a hire purchase agreement with him. What happened In April 2021, Alphera entered into a hire purchase agreement with Mr A and it provided hi... (3 pages)View decision -
Decision Reference DRN-5204272
18 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5204272 The complaint Mr and Mrs E complain that HSBC UK Bank Plc won’t refund the money they lost after falling victim to an authorised push payment (“APP”) investment scam whereby they sent money to an account held at HSBC. Mr and Mrs E are professionally represented in bringing t... (5 pages)View decision -
Decision Reference DRN-5544900
18 Jun 2025 First Central Underwriting Limited UpheldInsuranceDRN-5544900 The complaint Mr E says First Central Underwriting Limited provided poor service relating to car hire and the value of his written off vehicle when he made a claim on his motor insurance policy. What happened Mr E reported a non-fault accident to First Central on 28 May 202... (3 pages)View decision -
Decision Reference DRN-5563834
18 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5563834 The complaint Mr C is unhappy with the exchange rate Nationwide Building Society (Nationwide) used for an international transfer. He doesn’t think Nationwide made him aware that a ‘third-party mark-up’ was involved. What happened Mr C sent £400,000 to his account held in New... (3 pages)View decision -
Decision Reference DRN-5211432
18 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5211432 The complaint Mrs T complains that Bank of Scotland plc, trading as Halifax, won’t refund money she lost when she was a victim of an investment scam. Mrs T is represented by a firm I’ll refer to as ‘M’. What happened The background to this complaint is well known to both par... (4 pages)View decision -
Decision Reference DRN-5628352
18 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5628352 The complaint Mrs A complains that Aviva Insurance Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, made by a European car-maker. Mrs A acquired the car from new in O... (6 pages)View decision
