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-5624056
23 Jun 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5624056 The complaint Mr H complains that HSBC UK Bank Plc withdrew access to the reserve facility on his flexible mortgage account, meaning he could no longer withdraw funds he had recently paid in. What happened Mr H had a HomeOwner Reserve account with HSBC – a form of flexible m... (5 pages)View decision -
Decision Reference DRN-5562027
23 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5562027 The complaint Mr W complains about Liverpool Victoria Insurance Company Limited‘s (‘LV’) handling of a claim under his motor insurance policy. What happened Mr W was involved in an accident in May 2024. He said that a driver hit him in the rear which pushed him into a car i... (3 pages)View decision -
Decision Reference DRN-5637920
23 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5637920 The complaint Mr J and Mrs MJ’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claims of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to ... (14 pages)View decision -
Decision Reference DRN-5633612
23 Jun 2025 Metro Bank PLC Not upheldMortgagesDRN-5633612 The complaint Mr S and Ms B’s complaint is against Metro Bank PLC and is about a buy-to-let (BTL) mortgage. Mr S and Ms B are unhappy that, because of the rental value placed on the property by Metro’s valuer, the bank declined their application for a further advance. Mr S ... (3 pages)View decision -
Decision Reference DRN-5600125
23 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5600125 The complaint Mrs C and Mr C complain about the way AXA Insurance UK Plc (‘AXA’) handled a claim they made on their home insurance policy. Mr C has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any action... (3 pages)View decision -
Decision Reference DRN-5283458
23 Jun 2025 EGR WEALTH LIMITED UpheldInvestmentsDRN-5283458 The complaint Mr T complains EGR WEALTH LIMITED (EGR) mis-sold him an investment. He says it didn’t safeguard his interests and failed in its regulatory obligations. He thinks it should compensate him the losses sustained from the investments he made. What happened In Novem... (11 pages)View decision -
Decision Reference DRN-5145099
23 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5145099 The complaint Mr M complains that Revolut Ltd won’t refund money he lost to a scam. What happened On 16 May 2024 Mr M made three payments totalling £500 to purchase concert tickets from someone he met online, however the tickets were not sent. When Mr M realised it was a sc... (2 pages)View decision -
Decision Reference DRN-5641008
23 Jun 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5641008 The complaint Mr F has complained about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“MHCC”) dealt with a claim he’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (“CCA”). What happened The circumstances of the complaint are well... (5 pages)View decision -
Decision Reference DRN-5433751
23 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5433751 The complaint Mr F complained that Liverpool Victoria Insurance Company Limited didn’t allow him a courtesy car under his motor insurance policy. What happened After Mr F ’s car was damaged in an incident. Liverpool Victoria Insurance Company Limited (LV) agreed to pay for ... (2 pages)View decision -
Decision Reference DRN-5353922
23 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5353922 The complaint T, a limited company, complains that HSBC UK Bank Plc have declined to refund them for a payment they transferred to a HSBC account as the result of a scam. What happened The background to this complaint is well known to both parties, and largely not in disput... (3 pages)View decision
