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
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Decision Reference DRN-5625825
7 Jul 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5625825 The complaint Miss T complains that a used car she acquired through a hire purchase agreement financed by Startline Motor Finance Limited (‘SMFL’) is of unsatisfactory quality. What happened In March 2024 Miss T took out a hire purchase agreement to cover the cost of a used... (3 pages)View decision -
Decision Reference DRN-5672786
7 Jul 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5672786 The complaint Mr F complains that he was given unsuitable advice in 2020 by Harbour Rock Capital Limited (‘HRC’), previously trading under the name Portafina Investment Management Ltd, to transfer his defined benefit (‘DB’) pension benefits and a smaller group personal pensi... (10 pages)View decision -
Decision Reference DRN-5498873
7 Jul 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5498873 The complaint Mrs G has complained about how Evolution Insurance Company Limited (Evolution) dealt with a claim under her home emergency policy. What happened Mrs G contacted Evolution to clear a blocked pipe at her home. An engineer visited and cleared the blockage using h... (4 pages)View decision -
Decision Reference DRN-5485809
7 Jul 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5485809 The complaint Miss B complains that the car she acquired through MotoNovo Finance Limited (“MFL”), wasn’t of satisfactory quality. She wants MFL to compensate her for the inconvenience she’s experienced. What happened Miss B entered into a hire purchase agreement in June 202... (3 pages)View decision -
Decision Reference DRN-5622422
7 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5622422 The complaint Mr W complains that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t refund the losses he incurred 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 summa... (6 pages)View decision -
Decision Reference DRN-5508418
7 Jul 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5508418 The complaint Mrs W complains that Santander Consumer (UK) plc, trading as Volvo Car Financial Services (Volvo), misled her over the excess mileage rate on her Hire purchase Agreement. She would like Volvo to honour her understanding of the mileage rate. What happened The d... (2 pages)View decision -
Decision Reference DRN-5241256
7 Jul 2025 ITC Compliance Limited Not upheldConsumer CreditDRN-5241256 The complaint Mr L complains about the way ITC Compliance Limited (ITC) sold him a conditional sale agreement. When I refer to what Mr L has said and what ITC have said, it should also be taken to include things said on their behalf. What happened In December 2023, Mr L en... (4 pages)View decision -
Decision Reference DRN-5584445
7 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5584445 The complaint Miss G complains The Royal Bank of Scotland plc (RBS) failed to carry out proportionate financial checks before it approved a credit card facility for her. What happened Miss G says she applied for a credit card facility with RBS in July 2019 and it approved a ... (3 pages)View decision -
Decision Reference DRN-5491624
7 Jul 2025 Chubb European Group SE Not upheldInsuranceDRN-5491624 The complaint Mr C complained that Chubb European Group SE (“Chubb”) unfairly insisted he agree to a video call to validate his claim for a damaged computer monitor, under his home contents insurance policy. What happened Mr C said he damaged a monitor when moving furniture ... (3 pages)View decision -
Decision Reference DRN-5256042
7 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5256042 The complaint Mr L is unhappy with how Nationwide Building Society (“Nationwide”) handled his refund claim. What happened Mr L booked a one week caravan holiday with a supplier I shall call J. This was paid using his Nationwide credit card at a total cost of £1,144.00. Howe... (4 pages)View decision
