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 122183 results
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Decision Reference DRN-5534815
21 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5534815 The complaint Mr L complains that NewDay Ltd was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information about this account removed from his credit file. Mr L is represented by a third-party bu... (3 pages)View decision -
Decision Reference DRN-5563587
20 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5563587 The complaint Mr F complained about Admiral Insurance (Gibraltar) Limited’s handling of his repair claim under his motor insurance policy. What happened Mr F’s car was damaged, and Admiral had their approved garage repair it. Mr F said they didn’t repair his car’s paint coa... (4 pages)View decision -
Decision Reference DRN-5220304
20 May 2025 Integrated Financial Arrangements LTD UpheldPensions and AnnuitiesDRN-5220304 The complaint Mr W’s complains that Integrated Financial Arrangements LTD trading as Transact (Transact) caused avoidable delays to the in-specie transfer of his Self-Invested Personal Pension (SIPP) from a provider I’ll refer to as provider R to a provider I’ll refer to as ... (10 pages)View decision -
Decision Reference DRN-5543368
20 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5543368 The complaint Mr H complains that HSBC UK Bank Plc has closed his credit card account. What happened Mr H held a HSBC Gold Mastercard Charge Card for many years. In March 2024, HSBC wrote to him to say that it would be closing his account. Mr H was unhappy that this meant he... (3 pages)View decision -
Decision Reference DRN-5477405
20 May 2025 U K Insurance Limited UpheldInsuranceDRN-5477405 The complaint Ms B and Ms K have complained about how U K Insurance Limited (UKI) dealt with a claim under their home emergency policy. Ms B and Ms K are represented in this complaint by Mr M who, for ease, I will normally refer to. What happened Mr M contacted UKI to arra... (2 pages)View decision -
Decision Reference DRN-5481107
20 May 2025 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5481107 The complaint Mr B is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) lent to him irresponsibly by providing him with a personal loan. What happened In August 2023, Mr B applied for a loan with CCB. They lent him £10,00... (4 pages)View decision -
Decision Reference DRN-5283432
20 May 2025 Landmark Mortgages Limited UpheldMortgagesDRN-5283432 The complaint Ms R is unhappy that Landmark Mortgages Limited wouldn’t agree to relinquish the property that it had repossessed, back to her. She also raised concerns about Landmark’s communications around this and its communications and actions to do with the clearance of t... (6 pages)View decision -
Decision Reference DRN-5304428
20 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5304428 The complaint Mr C is unhappy that Revolut Ltd won’t reimburse him funds lost after he was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In July 2023, Mr C received an unsolicited... (9 pages)View decision -
Decision Reference DRN-5396644
20 May 2025 Close Brothers Limited UpheldConsumer CreditDRN-5396644 The complaint Mrs M complains about the incorrect information Close Brothers Limited trading as Close Brothers Motor Finance (“CBL”) reported to the Credit Reference Agencies (“CRAs”) in respect of her credit agreement with it. She says its mistakes have affected her ability... (3 pages)View decision -
Decision Reference DRN-5569747
20 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5569747 The complaint Mr I is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr I in this decision. What happened The circumstance... (11 pages)View decision
