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-5500968
20 Jun 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5500968 The complaint Mr M complains that First Central Underwriting Limited didn’t refund him after he cancelled his motor insurance policy. What happened Mr M held a motor insurance policy with First Central. When he wasn’t able to make use of the policy anymore, he cancelled it. ... (2 pages)View decision -
Decision Reference DRN-5497943
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5497943 The complaint Mr R complains Santander UK Plc didn’t send him statements and blocked access to his Everyday Saver Account (ESA). What happened Mr R said Santander hasn’t provided regular statements for his Everyday Saver Account (ESA) since 2021. He also complained Santander... (4 pages)View decision -
Decision Reference DRN-5340842
20 Jun 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5340842 The complaint Mr D complains about the quality of a used car that was supplied through a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS). What happened In August 2024, Mr D acquired a used car through a hire purchase agreement with MBFS. The c... (3 pages)View decision -
Decision Reference DRN-5534737
20 Jun 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5534737 The complaint Miss T complains that Zempler Bank Limited did not close her credit card account when requested. What happened Miss T says she asked Zempler to close her account multiple times, but that, despite it admitting it did not action her request, it never resolved th... (3 pages)View decision -
Decision Reference DRN-5241172
20 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5241172 The complaint Mr W is unhappy that HSBC UK Bank Plc (HSBC) won’t reimburse money he lost to a scam. The complaint is brought on Mr W’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat e... (4 pages)View decision -
Decision Reference DRN-5633501
20 Jun 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5633501 The complaint Mrs T complains about Zurich Insurance Company’s handling of a claim on her home insurance. Mrs T is represented in this matter by her mother, who I’ll refer to as Mrs R to distinguish them. I’ve referred to both in my decision. What happened Mrs T had a Zurich... (5 pages)View decision -
Decision Reference DRN-5154655
20 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5154655 The complaint Mr S complains that Revolut Ltd won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr S saw an advert for a company that purported to ... (7 pages)View decision -
Decision Reference DRN-5108858
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5108858 The complaint Mr C complains that Santander UK Plc won’t refund the full amount of money he says he lost to a scam. What happened Mr C complains that from July 2018 he sent several payments to what he thought was legitimate investments. When Mr C didn’t get his promised retu... (2 pages)View decision -
Decision Reference DRN-5513271
20 Jun 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5513271 The complaint Miss C complains that the vehicle she acquired through STARTLINE MOTOR FINANCE LIMITED (“SMFL”) wasn’t of satisfactory quality. She wants to reject the car and have the credit agreement cancelled. What happened Miss C entered into a hire purchase agreement in A... (4 pages)View decision -
Decision Reference DRN-5181851
20 Jun 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-5181851 The complaint Mrs M complains about the quality of a car she acquired under a hire purchase agreement with First Response Finance Ltd (FRF). When I refer to what Mrs M and/or FRF said or did, it should also be taken to include things said or done on their behalf. What happ... (4 pages)View decision
