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 371633 results
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Decision Reference DRN-5283458
23 Jun 2025 EGR WEALTH LIMITED UpheldInvestmentsDRN-5283458 The complaint Mr T complains EGR WEALTH LIMITED (EGR) mis-sold him an investment. He says it didn’t safeguard his interests and failed in its regulatory obligations. He thinks it should compensate him the losses sustained from the investments he made. What happened In Novem... (11 pages)View decision -
Decision Reference DRN-5145099
23 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5145099 The complaint Mr M complains that Revolut Ltd won’t refund money he lost to a scam. What happened On 16 May 2024 Mr M made three payments totalling £500 to purchase concert tickets from someone he met online, however the tickets were not sent. When Mr M realised it was a sc... (2 pages)View decision -
Decision Reference DRN-5641008
23 Jun 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5641008 The complaint Mr F has complained about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“MHCC”) dealt with a claim he’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (“CCA”). What happened The circumstances of the complaint are well... (5 pages)View decision -
Decision Reference DRN-5433751
23 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5433751 The complaint Mr F complained that Liverpool Victoria Insurance Company Limited didn’t allow him a courtesy car under his motor insurance policy. What happened After Mr F ’s car was damaged in an incident. Liverpool Victoria Insurance Company Limited (LV) agreed to pay for ... (2 pages)View decision -
Decision Reference DRN-5353922
23 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5353922 The complaint T, a limited company, complains that HSBC UK Bank Plc have declined to refund them for a payment they transferred to a HSBC account as the result of a scam. What happened The background to this complaint is well known to both parties, and largely not in disput... (3 pages)View decision -
Decision Reference DRN-5468360
23 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5468360 The complaint Mr F complains about the settlement that U K Insurance Limited (UKI) offered him for the total loss of his car following a claim made on his motor insurance policy. He’s also unhappy with its level of service. He wants the true value of his car and compensation... (3 pages)View decision -
Decision Reference DRN-5530102
23 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5530102 The complaint Mr and Mrs C are unhappy that Aviva Insurance Limited declined their private medical insurance claim. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. Mr and Mrs... (3 pages)View decision -
Decision Reference DRN-5596023
23 Jun 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5596023 The complaint Mr H complains that FirstRand Bank Limited trading as MotoNovo Finance (‘MotoNovo’) irresponsibly entered into a hire purchase agreement with him. He says MotoNovo failed to check he could make repayments under the agreement sustainably. Mr H also raises conce... (4 pages)View decision -
Decision Reference DRN-5204063
23 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5204063 The complaint Mr Z complains that Lloyds Bank PLC won’t refund money he lost as a result of a scam. Mr Z is represented, but for ease, I have referred to comments made by his representative as though Mr Z himself made them. What happened The details of this complaint are wel... (3 pages)View decision -
Decision Reference DRN-5634083
23 Jun 2025 Guavapay Limited UpheldBanking and PaymentsDRN-5634083 The complaint Mr W has complained that he was unable to use his Guavapay Limited (“Guavapay”) payment card due to issues with his PIN. Mr W also complained that he referred his son for a Guavapay card but the referral bonus wasn’t paid to him, despite his son setting up a Gu... (3 pages)View decision
