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 123656 results
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Decision Reference DRN-5632235
7 Jul 2025 Creation Financial Services Limited UpheldBanking and PaymentsDRN-5632235 The complaint Mrs H complains Creation Financial Services Limited (“Creation”) closed her account without providing her with proper notice. What happened In January 2025, Creation closed Mrs H’s credit card account. Mrs H said she received no notice of this, but Creation sa... (2 pages)View decision -
Decision Reference DRN-5673993
7 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5673993 The complaint Ms V complains about the way The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (“NFUM”) investigated a claim on her car insurance policy. What happened Ms V had a car insurance policy with NFUM. In January 2024 Ms V was sto... (4 pages)View decision -
Decision Reference DRN-5671557
7 Jul 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5671557 The complaint Mrs M complains that Financial & Legal Insurance Company Ltd did not settle in full a claim on her pet insurance policy. What happened After Mrs M’s pet needed some treatment from the vet, she made a claim on her policy for the treatment costs. Financial &a... (3 pages)View decision -
Decision Reference DRN-5673979
7 Jul 2025 BUPA Insurance Limited UpheldInsuranceDRN-5673979 The complaint Mrs P is unhappy that BUPA Insurance Limited (BUPA) declined a claim under her private medical insurance policy. Mrs P is being represented on this complaint. I will however refer to Mrs P throughout this decision. What happened Mrs P has cover on a group priva... (4 pages)View decision -
Decision Reference DRN-5157205
7 Jul 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5157205 The complaint Miss I complains Mercedes-Benz Financial Services UK Limited (“MBFS”) supplied her with a car that was that wasn’t of satisfactory quality. What happened The details of this case are well known to both parties, so I won’t repeat them. The facts are not in dispu... (2 pages)View decision -
Decision Reference DRN-5655045
7 Jul 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5655045 The complaint A limited company, which I will call S, has complained about the handling of a claim made under its commercial insurance policy with Great Lakes Insurance UK Limited. Ms C, as a director of S, has complained on its behalf. Ms C is also represented in this compl... (4 pages)View decision -
Decision Reference DRN-5625825
7 Jul 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5625825 The complaint Miss T complains that a used car she acquired through a hire purchase agreement financed by Startline Motor Finance Limited (‘SMFL’) is of unsatisfactory quality. What happened In March 2024 Miss T took out a hire purchase agreement to cover the cost of a used... (3 pages)View decision -
Decision Reference DRN-5672786
7 Jul 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5672786 The complaint Mr F complains that he was given unsuitable advice in 2020 by Harbour Rock Capital Limited (‘HRC’), previously trading under the name Portafina Investment Management Ltd, to transfer his defined benefit (‘DB’) pension benefits and a smaller group personal pensi... (10 pages)View decision -
Decision Reference DRN-5622422
7 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5622422 The complaint Mr W complains that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t refund the losses he incurred as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summa... (6 pages)View decision -
Decision Reference DRN-5256042
7 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5256042 The complaint Mr L is unhappy with how Nationwide Building Society (“Nationwide”) handled his refund claim. What happened Mr L booked a one week caravan holiday with a supplier I shall call J. This was paid using his Nationwide credit card at a total cost of £1,144.00. Howe... (4 pages)View decision
