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 382298 results
-
Decision Reference DRN-5641603
27 Jun 2025 Close Brothers Limited UpheldConsumer CreditDRN-5641603 The complaint Miss M is unhappy that a car supplied to her under a conditional sale agreement with Close Brothers Limited (“Close Brothers”) was of an unsatisfactory quality. What happened On 9 September 2023, Miss M was supplied with a used car through a conditional sale a... (6 pages)View decision -
Decision Reference DRN-5372734
27 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5372734 The complaint Mr and Mrs C complain about the way Inter Partner Assistance SA (IPA) has settled a medical expenses claim they made on a travel insurance policy. What happened In January 2024, Mr and Mrs C took out a single trip travel insurance policy through a broker to co... (6 pages)View decision -
Decision Reference DRN-5649682
27 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5649682 The complaint Mr T complains that Revolut Ltd didn’t appeal a rejected chargeback claim when he thinks it ought to have done and he has lost out as a result. What happened Mr T made two card payments, on 29 January 2024 and 1 February 2024, totalling £1,131.49, using his Re... (3 pages)View decision -
Decision Reference DRN-4916190
27 Jun 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-4916190 The complaint Mr L is unhappy with the quality of a car supplied by Secure Trust Bank plc using a hire purchase agreement. What happened In March 2022, Mr L entered into a hire purchase agreement with Secure Trust Bank plc. The car was around five years old and had been driv... (2 pages)View decision -
Decision Reference DRN-5273555
27 Jun 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5273555 The complaint Mrs N complained about how Creation Consumer Finance Ltd (Creation) handled a refund claim she made to them. What happened Mrs N purchased a sofa from a retailer I shall call “G” in January 2024 using a fixed sum loan agreement with Creation at a total price of... (4 pages)View decision -
Decision Reference DRN-5067975
27 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5067975 The complaint Mr T complains that TSB Bank plc refuses to refund his loss. What happened The background to this complaint is well-known to both parties so I’ll only provide a summary of the events that led to this complaint. In or around September 2023 Mr T was looking to ... (4 pages)View decision -
Decision Reference DRN-5625376
27 Jun 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5625376 The complaint Mr M and Ms Y complain Advantage Insurance Company Limited (“Advantage”) unfairly declined their claim on their contents insurance policy twice. They say its decisions and customer service have caused unreasonable delays, financial loss and have impacted Mr M’s... (3 pages)View decision -
Decision Reference DRN-5470726
27 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5470726 The complaint Messrs S, the partners in a business, have complained about problems they encountered with their banking arrangements with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Ulster Bank between October 2023 and . The problems encountered affected their... (3 pages)View decision -
Decision Reference DRN-5649920
27 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5649920 The complaint Miss P complains HSBC UK Bank Plc won’t refund two transactions made from her account which she says she did not make or authorise. What happened Miss P says her phone was stolen in the early hours of 7 July 2024. Shortly afterwards, two transactions were made... (3 pages)View decision -
Decision Reference DRN-5328728
27 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5328728 The complaint Ms B complained about the way National Westminster Bank Public Limited Company (NatWest) dealt with a claim for a refund for services she’d paid for using her debit card. What happened Ms B booked a package holiday through an online travel website I’ll call E,... (4 pages)View decision
