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 392389 results
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Decision Reference DRN-5842847
27 Nov 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5842847 The complaint Mr R complains about the service Fortegra Europe Insurance Company Ltd (“Fortegra”) gave him following a claim for damaged wheels under his tyre and wheel damage cover. When I mention Fortegra I also mean its suppliers and repairers. What happened Mr R has a ty... (4 pages)View decision -
Decision Reference DRN-5776250
27 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5776250 The complaint Mr M complains that HSBC UK Bank Plc hasn’t reimbursed the money he’s lost to a scam. What happened Mr M says he was introduced to a company I’ll refer to as ‘C’ by a friend. In brief, C was claiming to offer investments in specific property units on the unders... (5 pages)View decision -
Decision Reference DRN-5976747
27 Nov 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-5976747 The complaint Mr and Mrs M, as trustees of the M Trust, complain about a reviewable whole of life (RWOL) policy the trust holds with Phoenix Life CA Limited. They’re unhappy with the outcome of a policy review in 2021 which said the monthly premium needed to increase signifi... (5 pages)View decision -
Decision Reference DRN-5979746
27 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5979746 The complaint Mr and Mrs O complain that Inter Partner Assistance SA (IPA) has turned down a claim they made on a travel insurance policy. What happened In June 2024, Mr and Mrs O booked a trip abroad. They were due to travel in late July 2024. They took out a travel insuran... (4 pages)View decision -
Decision Reference DRN-5936755
27 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5936755 The complaint Mr K has complained about the way Bank of Scotland plc trading as Halifax “Halifax” responded to his claim against it under Section 75 of the Consumer Credit Act 1974. What happened The facts in this case aren’t disputed so I’ve only briefly set them out. Mr K... (5 pages)View decision -
Decision Reference DRN-5980327
27 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5980327 The complaint Mr H complains that Monzo Bank Ltd won’t refund the money he lost to a job scam that required payments in crypto. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key e... (9 pages)View decision -
Decision Reference DRN-5979817
27 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5979817 The complaint A limited company, which I’ll refer to as ‘B’, complains about several aspects of the service it received from National Westminster Bank Public Limited Company (“NatWest”) regarding its Bounce Back Loan (“BBL”). B’s complaint is brought to this service by its d... (5 pages)View decision -
Decision Reference DRN-5976880
27 Nov 2025 Harvey & Thompson Limited UpheldConsumer CreditDRN-5976880 The complaint Miss O is complaining about administration issues she experienced when attempting to make payments to Harvey and Thompson Limited (H&T). What happened In March 2025, Miss O entered into a pawnbroking agreement with H&T. H&T lent her £240 and the agr... (3 pages)View decision -
Decision Reference DRN-5980397
27 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5980397 The complaint Mrs G’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 19... (12 pages)View decision -
Decision Reference DRN-5963812
27 Nov 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5963812 The complaint Mr P complains about Motability Operations Limited’s (Motability) decision to terminate an agreement he has with them. Mr P has been represented by his wife but for ease I will refer only to him in this decision. What happened The detailed background to this co... (2 pages)View decision