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 381082 results
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Decision Reference DRN-5587782
28 Jul 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5587782 The complaint Mr R complains that the car he acquired through Go Car Credit Limited (“GCC”) wasn’t of satisfactory quality. He says that the car isn’t driveable and GCC have not provided a resolution to get the car repaired. What happened Mr R entered into a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5534300
28 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5534300 The complaint Ms F complains that TSB Bank plc will not amend her credit file and will not take payments towards her credit card over the phone. What happened Ms F says that TSB has admitted that it made an error when it entered direct debit information. She says this led t... (2 pages)View decision -
Decision Reference DRN-5719035
28 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5719035 The complaint Mr and Mrs W are unhappy about the price Advantage Insurance Company Limited (‘Advantage’) have quoted for the renewal of their home (buildings and contents) insurance policy. What happened The background to this complaint is well known to Mr and Mrs W and Adva... (2 pages)View decision -
Decision Reference DRN-5706850
28 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5706850 The complaint Ms A complains Bank of Scotland plc trading as Halifax registered her ex-partner as a joint party to an account she holds with it, without her agreement. She complains this meant her ex-partner recently received correspondence about this account when they shoul... (3 pages)View decision -
Decision Reference DRN-5674518
28 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5674518 The complaint Mr S complains that Mitsubishi HC Capital UK Plc (MHCC) didn’t sufficiently check whether he could afford to sustain the repayments before they agreed to lend to him on several occasions. In bringing his complaint Mr S is represented by a third party. For ease ... (3 pages)View decision -
Decision Reference DRN-5158684
28 Jul 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5158684 The complaint Mr R is unhappy that a car supplied to him under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened In March 2024, Mr R was supplied with a used car through a hire purchase agreement with BMF. He paid ... (6 pages)View decision -
Decision Reference DRN-5719758
28 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5719758 The complaint Mr and Mrs S are unhappy about the payments made by Lloyds Bank General Insurance Limited (“LBG”) and the delays caused when handling their claim following an escape of water. Mr and Mrs S had buildings and contents insurance underwritten by LBG. The policy was... (6 pages)View decision -
Decision Reference DRN-5699146
28 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5699146 The complaint Mrs E complains that HSBC UK Bank Plc trading as First Direct (First Direct) didn’t do enough to protect her against losing money to a scam. Mrs E has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Mrs E herse... (3 pages)View decision -
Decision Reference DRN-5718271
28 Jul 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5718271 The complaint Mr C received advice from a representative of St. James's Place Wealth Management Plc (‘SJP’) in 2014, which resulted in him transferring an existing self-invested personal pension (‘SIPP’) to a SIPP with SJP. He also transferred an existing ISA to a new I... (17 pages)View decision -
Decision Reference DRN-5679244
28 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5679244 The complaint Mrs P complains that HSBC UK Bank Plc, trading as first direct, blocked her online shopping payment as it suspected fraud. What happened In March 2025 Mrs P completed an online shopping order. The merchant requested payment in the early hours of the morning in ... (2 pages)View decision
