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 381196 results
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Decision Reference DRN-5741924
19 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5741924 The complaint Mr A complains HSBC UK Bank Plc (trading as first direct) didn’t do enough to protect him when he fell victim to an alleged scam. Mr A is being represented by a third party. However, to keep things simple, I will refer to Mr A throughout my decision. What happe... (3 pages)View decision -
Decision Reference DRN-5826738
19 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5826738 The complaint Mr L complains The Royal Bank of Scotland Plc (RBS) won’t refund the money he lost when he fell victim to a scam. What happened In August 2024, Mr L saw an online advert for a company claiming to provide “training bot services”. They said they used algorithms t... (3 pages)View decision -
Decision Reference DRN-5829597
19 Sep 2025 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5829597 The complaint Mr and Mrs G complained, in their capacity as representatives of the late Mr A’s estate, about the service provided by Co-op Funeral Plans Limited when redeeming Mr A’s pre-paid funeral plan. In summary, they say Co-op: • Delayed bringing Mr A into its care, ... (7 pages)View decision -
Decision Reference DRN-5814906
19 Sep 2025 HSBC Life (UK) Limited Not upheldInsuranceDRN-5814906 The complaint Mr H has complained about the amount of benefit paid by HSBC Life (UK) Limited having admitted his income protection claim. What happened Mr H has the benefit of income protection insurance under his employer’s group scheme. His employment began in 2017. In Nov... (2 pages)View decision -
Decision Reference DRN-4996718
19 Sep 2025 ST. JAMES'S PLACE UK PLC Not upheldInvestmentsDRN-4996718 The complaint Mrs W complains St. James’s Place UK Plc (“St James’s”) extended the suspension of its property fund beyond the six months period it had originally given. She has explained she is concerned about this extended suspension particularly because of its impact on re... (4 pages)View decision -
Decision Reference DRN-5813228
19 Sep 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5813228 The complaint Mr J complains that a static caravan that was supplied to him under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. What happened A used static caravan was supplied to Mr J un... (3 pages)View decision -
Decision Reference DRN-5660903
19 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5660903 The complaint Miss A complains about the quality of a car supplied to her by BMW Financial Services (GB) Limited (“BMWFS”). What happened Miss A’s journey with regards to this car has been extremely difficult and as such, I will summarise the details here but then focus on t... (4 pages)View decision -
Decision Reference DRN-5799654
19 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5799654 The complaint Mr A complains that a car that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr A under a hire purchase agreement with MotoNovo Finance that he electron... (3 pages)View decision -
Decision Reference DRN-5823163
19 Sep 2025 ITC Compliance Limited Not upheldInsuranceDRN-5823163 The complaint Mr M complains that Itc Compliance Limited (“Itc”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission. Mr M’s complaint... (5 pages)View decision -
Decision Reference DRN-5513670
19 Sep 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5513670 The complaint Mr N complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance failed to look fairly at his complaint about a car, which he’d acquired via a conditional sale agreement, and which he said had been misrepresented to him. What happened In Ju... (3 pages)View decision
