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 383541 results
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Decision Reference DRN-5604781
3 Jul 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5604781 The complaint Mr L complains that HSBC Bank UK Plc (‘HSBC’) unfairly refused to open new banking products with him because they’d retained historical data about his IVA for longer than six years. Mr L wants HSBC to remove the record of his IVA and pay compensation for his d... (2 pages)View decision -
Decision Reference DRN-5586989
3 Jul 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5586989 The complaint Mr P complains about the default that’s been reported by Go Car Credit Limited about a hire purchase agreement under which a car was supplied to him. What happened A used car was supplied to Mr P under a hire purchase agreement with Go Car Credit that he electr... (3 pages)View decision -
Decision Reference DRN-5206881
3 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5206881 The complaint Mrs R is unhappy with how The Royal Bank of Scotland Plc (RBS) dealt with her dispute about two 78p transactions which she says she didn’t authorise. What happened I issued my provisional decision in June of this year. I’ve not been provided with any addition... (3 pages)View decision -
Decision Reference DRN-5079726
3 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5079726 The complaint Ms O complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Ms O is being represented by a firm I’ll refer to as ‘S’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some... (4 pages)View decision -
Decision Reference DRN-5498012
3 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5498012 The complaint Ms Z complains about the customer service she received in a branch of Lloyds Bank PLC on three separate visits. What happened Firstly, in summer 2024 Ms Z says she visited the branch to close her ISA account. She says the branch was empty but she was still kep... (2 pages)View decision -
Decision Reference DRN-5658384
3 Jul 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5658384 The complaint Mr B complains that N.I.I.B. Group Limited, trading as Northridge Finance, has unfairly terminated the hire purchase agreement under which a car had been supplied to him and sold the car for less than it was worth. What happened A used a car was supplied to Mr ... (3 pages)View decision -
Decision Reference DRN-5491817
3 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5491817 The complaint Mr S complains that his motor insurance policy provided by Liverpool Victora Insurance Company Limited (LV) isn’t showing on the Motor Insurance Database (MID). He wants this corrected. What happened DVLA contacted and then fined Mr S because it said his car w... (2 pages)View decision -
Decision Reference DRN-5590464
3 Jul 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5590464 The complaint Mr J complains that Tradex Insurance Company PLC (“Tradex”) dealt with a claim against his motor trade insurance policy despite him informing them he would deal with it directly. What happened Mr J’s son was involved in an accident while driving Mr J’s car. Mr... (4 pages)View decision -
Decision Reference DRN-5289881
3 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5289881 The complaint Miss K is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss K fell victim to a cruel investment scam after she was contacted out of the blue and enco... (3 pages)View decision -
Decision Reference DRN-5473847
3 Jul 2025 Creation Consumer Finance Ltd UpheldBanking and PaymentsDRN-5473847 The complaint Mr I complains that Creation Consumer Finance Ltd defaulted his account after he’d repaid the balance. What happened Mr I says he called Creation to pay off the account and close it. He says he paid the amount specified, but the following day he was notified a... (2 pages)View decision
