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 369227 results
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Decision Reference DRN-5226837
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5226837 The complaint Miss W complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost as the result of a scam. What happened In 2018, Miss W was told about an investment opportunity by a long-term friend. I’ll refer to the friend as L. The investment involved Miss W... (5 pages)View decision -
Decision Reference DRN-5305323
18 Mar 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5305323 The complaint Mr J has complained about the way Creation Consumer Finance Ltd “Creation” responded to his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr J bought a solar panel system for his home in 2022 – this also included a battery. T... (3 pages)View decision -
Decision Reference DRN-5307575
18 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5307575 The complaint Mr P complains Bank of Scotland plc trading as Birmingham Midshires has money that belongs to him. What happened Mr P says he was flooded out of his home. In addition, he says in 2024 that two savings passbooks emerged from his files after flood damage. He says... (2 pages)View decision -
Decision Reference DRN-5370405
18 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5370405 The complaint Mr O is unhappy with several aspects of the service he’s received from Santander UK Plc. What happened In 2022 and 2023, Mr O made a series of complaints to Santander regarding several issues surrounding their administration of his Bounce Back Loan (“BBL”) abou... (4 pages)View decision -
Decision Reference DRN-5353043
18 Mar 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5353043 The complaint Mr and Mrs D’s complaint is about the way The Mortgage Business Plc (TMB) dealt with the sale of a buy-to-let (BTL) property. After the mortgage term expired, Mr and Mrs D tried to sell the property, but without success. They agreed with TMB that it would take ... (5 pages)View decision -
Decision Reference DRN-5291473
18 Mar 2025 Western Provident Association Limited Not upheldInsuranceDRN-5291473 The complaint Mr M complains about Western Provident Association Limited’s (“WPA”) decision on his dental insurance claim. What happened Mr M holds a private health insurance policy that’s provided by WPA. Mr M paid for an optional extra that provides cover for dental emerg... (3 pages)View decision -
Decision Reference DRN-4879257
18 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4879257 The complaint Ms C complains about how American Express Services Europe Limited (“Amex”) handled a claim she made in relation to a transaction on her credit card. What happened Ms C says she intended to purchase festival tickets from a company I’ll refer to as “S” in June 20... (3 pages)View decision -
Decision Reference DRN-5400200
18 Mar 2025 Society of Lloyd's UpheldInsuranceDRN-5400200 The complaint Mr and Mrs G have complained about their building warranty provider, Society of Lloyd’s. They believe it handled their claim poorly and unfairly declined it. What happened Mr and Mrs G bought a property in 2020. It was sold and marketed as a new-build property... (8 pages)View decision -
Decision Reference DRN-5071327
18 Mar 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5071327 The complaint Miss W is unhappy with the quality of a car supplied by Go Car Credit Limited using a hire purchase agreement. What happened Miss W acquired her car using a hire purchase agreement from Go Car Credit Limited in August 2023 for £8,995. It had been driven 62,560 ... (4 pages)View decision -
Decision Reference DRN-5330155
18 Mar 2025 Nationwide Building Society UpheldConsumer CreditDRN-5330155 The complaint Mrs T complains that Nationwide Building Society (NBS) irresponsibly lent to her. What happened In March 2021 Mrs T entered into a Fixed Sum loan agreement with NBS for £15,000. The loan was to be repaid over 84 months at £254.90 a month. After interest and cha... (5 pages)View decision
