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 380824 results
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Decision Reference DRN-5764120
3 Sep 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5764120 The complaint Mr W complains Tradex Insurance Company PLC (“Tradex”) unfairly declined his claim for storm damage to his roof, under his home insurance policy. Mr W is represented by a loss assessor but, for ease, I’ll refer to Mr W throughout my decision. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5501354
3 Sep 2025 Hippo Vehicle Solutions Limited Not upheldConsumer CreditDRN-5501354 The complaint Mrs M complains that multiple searches were carried out by Hippo Vehicle Solutions Limited trading as Hippo Approved (“Hippo”) after she contacted them to enquire about arranging finance for a car. What happened The parties are familiar with the background of ... (2 pages)View decision -
Decision Reference DRN-5699829
3 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5699829 The complaint Miss W complains that Starling Bank Limited failed to pursue a chargeback. What happened In March 2025 Miss W made a number of deposits to an online gambling company based overseas. The payments made from her Starling account totalled £1,798.63. Miss W had a bl... (3 pages)View decision -
Decision Reference DRN-5793568
3 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5793568 The complaint Ms D, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In December 2017, Ms D acquired a used car financed by a condition... (3 pages)View decision -
Decision Reference DRN-5781427
3 Sep 2025 Paymentshield Ltd UpheldInsuranceDRN-5781427 The complaint Mr W complains about how Paymentshield Ltd (“Paymentshield”) handled a dispute about the information regarding his roof when taking out home insurance. Mr W is represented by a loss assessor but, for ease, I’ll refer to Mr W throughout my decision. What happe... (3 pages)View decision -
Decision Reference DRN-5474247
3 Sep 2025 TICORP Limited Not upheldInsuranceDRN-5474247 The complaint Mr and Mrs R are unhappy with the service they received from TICORP Limited. What happened Mr and Mrs R purchased a ‘Staysure’ branded policy from TICORP Limited. The policy was an annual policy with a trip limit of 35 days. They wanted to insure a holiday last... (2 pages)View decision -
Decision Reference DRN-5793417
3 Sep 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5793417 The complaint Mr and Mrs D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (19 pages)View decision -
Decision Reference DRN-5669603
3 Sep 2025 JAMES HAY ADMINISTRATION COMPANY LIMITED Not upheldPensions and AnnuitiesDRN-5669603 The complaint Mr C is retired. He had a Self-Invested Personal Pension (‘SIPP’) that was administered by JAMES HAY ADMINISTRATION COMPANY LIMITED trading as James Hay Partnership (‘JHP’). He self-managed the SIPP since 2012. Around the same time, he decided to limit its inve... (6 pages)View decision -
Decision Reference DRN-5794686
3 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5794686 The complaint Mr and Mrs P complain that HSBC UK Bank Plc (“HSBC”) won’t refund the money they lost when they fell victims of a scam. What happened In December 2019 Mr and Mrs P saw an advert about an opportunity to invest in a company (referred to as R in this decision) wh... (6 pages)View decision -
Decision Reference DRN-5144018
3 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5144018 The complaint N, a company, complains that Santander UK Plc withheld the funds in its account. What happened N had an account with Santander. In February 2024, Santander blocked N’s account. Santander told N that the account was restricted and that no funds would be paid in... (2 pages)View decision
