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 370904 results
-
Decision Reference DRN-5379912
17 Apr 2025 Gresham Insurance Company Limited Not upheldInsuranceDRN-5379912 The complaint Mr and Mrs M complain about Gresham Insurance Company Limited’s handling of a claim under their home insurance policy. Gresham has been represented by its agents during the claim. All references to Gresham include its agents. What happened Mr and Mrs M had a ho... (4 pages)View decision -
Decision Reference DRN-5332571
17 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5332571 The complaint Mr M complains that the van he acquired financed through a conditional sale agreement with Stellantis Financial Services UK Limited trading as Stellantis Financial Services (“Stellantis”) wasn’t of satisfactory quality. What happened Mr M acquired a van finance... (3 pages)View decision -
Decision Reference DRN-4918145
17 Apr 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4918145 The complaint Mr H complains about the information he was given in relation to the value of his With- Profit Bonds held with The Prudential Assurance Company Limited (Prudential). He also complains that there are outstanding points made within his complaint that have not bee... (3 pages)View decision -
Decision Reference DRN-5017824
17 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5017824 The complaint Mrs D complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) 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 ... (4 pages)View decision -
Decision Reference DRN-5448310
17 Apr 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5448310 The complaint Mr and Mrs N complain 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) deciding against p... (22 pages)View decision -
Decision Reference DRN-5493392
17 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5493392 The complaint Mr W complains Wise Payments Limited (“Wise”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr W said he received a text message from a supposedly wrong number. Mr W said he and the person, who’ll I’ll refer to as the scammer, co... (5 pages)View decision -
Decision Reference DRN-5481634
17 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5481634 The complaint Miss A complains that HSBC UK Bank Plc failed to explain what a default notice or final demand meant and proceeded to default and close her credit card account. What happened Miss A had a credit card with HSBC. On 28 December 2023 Miss A spoke with HSBC as she ... (4 pages)View decision -
Decision Reference DRN-5442555
17 Apr 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5442555 The complaint Mrs J is unhappy with Helvetia Global Solutions Limited’s handling of a claim under her furniture protection policy for, amongst other things, structural defects with her sofa. When referring to the insurer, Helvetia, this also includes its agents. What happene... (3 pages)View decision -
Decision Reference DRN-5347404
17 Apr 2025 Oakleafe Group Limited Not upheldInsuranceDRN-5347404 The complaint Mr B complains about the level of service received from Oakleafe Group Limited while assisting him with a buildings insurance claim. What happened The details of this complaint are well-known to the parties, so I won’t repeat them again here. Instead, I’ll focu... (2 pages)View decision -
Decision Reference DRN-5409910
17 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5409910 The complaint Miss B and Mr C complain that Bank of Scotland plc trading as Halifax unfairly reported adverse information to credit reference agencies following a late payment to their mortgage. What happened Miss B and Mr C have a repayment mortgage with Halifax. In August... (3 pages)View decision
