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 128312 results
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Decision Reference DRN-5260318
14 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5260318 Complaint Ms T has essentially complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended period. Background O... (3 pages)View decision -
Decision Reference DRN-5268553
14 Feb 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5268553 The complaint Miss D and Mr G have complained about the way Inter Partner Assistance SA (IPA) has handled a claim they made on a travel insurance policy. As it is Miss D leading on the complaint, I will mostly just be referring to her in this decision. What happened Miss D... (3 pages)View decision -
Decision Reference DRN-5326890
14 Feb 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5326890 The complaint Mr W has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (“SSAS”) in June 2015. Mr W’s SSAS was subsequently used to invest in The Resort Group (“TRG”), an investment in hotel property in Cape Verde, ... (14 pages)View decision -
Decision Reference DRN-5318413
14 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5318413 The complaint Mr S complains that Metro Bank PLC (“Metro”) won’t refund the money he lost when he fell victim to a scam. What happened Mr S invested £14,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in 2020. His understanding of the investment was that it would... (7 pages)View decision -
Decision Reference DRN-5024831
14 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5024831 The complaint Mr C complains about Healthcare Finance Limited’s (HFL) response to his claim brought under section 75 Consumer Credit Act 1974 (s.75) in respect of dental aligner treatment he bought using a fixed sum loan from it. What happened In March 2023 Mr C bought a cou... (4 pages)View decision -
Decision Reference DRN-4848687
14 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4848687 The complaint Mr J complains that HSBC UK Bank Plc didn’t fairly deal with two payments he says he made to an investment scam. What happened In September 2023, Mr J found an investment opportunity on social media. He sent two payments to the company to open accounts, and to ... (3 pages)View decision -
Decision Reference DRN-5140273
14 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5140273 The complaint Mr H has complained about the quality of a car he acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (Toyota FS) wasn’t of satisfactory quality when it was supplied to him. What happened In November 2022 Mr H entered into a hire pu... (4 pages)View decision -
Decision Reference DRN-5167372
14 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5167372 The complaint Mr P has complained about a transfer of his Standard Life Stakeholder pension to a small self-administered scheme (‘SSAS’) in June 2014. Standard Life policies have since transferred to Phoenix Life Limited. It is Phoenix Life who are now the respondent party i... (12 pages)View decision -
Decision Reference DRN-5331513
14 Feb 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5331513 The complaint Mr H’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 him under Section 140A of the Consumer Credit Act 1974 ... (18 pages)View decision -
Decision Reference DRN-5262301
14 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5262301 The complaint Mrs D has complained about the way her claim under her car insurance policy was dealt with by Aviva Insurance Limited. Mrs D is represented by Mr D. What happened The background to this complaint is well known to Mrs D and Aviva. In my decision, I’ll focus on g... (2 pages)View decision