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 391431 results
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Decision Reference DRN-5810157
19 Nov 2025 Arnold Clark Automobiles Limited Not upheldConsumer CreditDRN-5810157 The complaint Mrs F complains that Arnold Clark Automobiles Limited trading as Arnold Clark arranged a hire purchase agreement that wasn’t suitable for her and misrepresented the terms of that agreement. What happened In January 2024, Mrs F contacted Arnold Clark as she was ... (4 pages)View decision -
Decision Reference DRN-5962956
19 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5962956 The complaint Mr O complains about the premiums he was charged at renewal of his motor insurance policy with Advantage Insurance Company Limited (‘Advantage’). He’s also complained about various administration issues and the cancellation of the policy. What happened The back... (4 pages)View decision -
Decision Reference DRN-5744707
19 Nov 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5744707 The complaint Mr H complains that Metro Bank PLC failed to intervene when he fell victim to a romance scam. Mr H is represented in this matter, but for ease of reading I will refer to Mr H throughout this decision. What happened The background to this complaint is well known... (5 pages)View decision -
Decision Reference DRN-5842900
19 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5842900 The complaint Mr A complains that Bank of Scotland plc, trading as Halifax, won’t reimburse him funds he lost as part of an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In 2021, M... (3 pages)View decision -
Decision Reference DRN-5939235
19 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5939235 The complaint Miss B, via a representative, has complained that HSBC UK Bank Plc (“HSBC”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again he... (4 pages)View decision -
Decision Reference DRN-5773043
19 Nov 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5773043 The complaint Mr K complains that TransUnion International UK Limited trading as TransUnion (TU) reported someone else’s data on his credit file, and this affected his ability to obtain credit at competitive rates. What happened Mr K made applications for credit to help cove... (2 pages)View decision -
Decision Reference DRN-5728206
19 Nov 2025 Billing Finance Limited Not upheldConsumer CreditDRN-5728206 The complaint Mr P complains about the amount Billing Finance Limited (“BF”) are asking him to pay following termination of his hire purchase agreement. What happened Both parties are familiar with the background of this complaint so I will only summarise what happened brie... (3 pages)View decision -
Decision Reference DRN-5724119
19 Nov 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5724119 The complaint Mr H complains that OAKBROOK FINANCE LIMITED trading as Oakbrook was irresponsible in its lending to him. He wants all interest and charges on his loan refunded along with 8% interest and any adverse information removed from his credit file. Mr H also wants com... (4 pages)View decision -
Decision Reference DRN-5618141
19 Nov 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5618141 The complaint Mrs C and Mr L complain about AmTrust Specialty Limited’s handling of their building warranty claim. Mrs C and Mr L are both complainants. But for ease of reading, and as he’s been the main correspondent, I generally only referred to Mr L. AmTrust’s been repre... (4 pages)View decision -
Decision Reference DRN-5748953
19 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5748953 The complaint Miss E complains about not receiving a refund due on cancellation of her motor insurance policy by her insurer, Admiral Insurance (Gibraltar) Limited (Admiral). Admiral say they issued the refund correctly, but Miss E says she didn’t receive it, and Admiral did... (4 pages)View decision