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 123701 results
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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 -
Decision Reference DRN-5672514
7 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5672514 The complaint Mr C complains that American Express Services Europe Limited (Amex) didn’t refund a credit card transaction through its disputes process. What happened In February 2024 Mr C placed an order with a retailer I’ll call F for £614.88 using his Amex credit card. W... (4 pages)View decision -
Decision Reference DRN-5672595
7 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5672595 Complaint Mr C has complained about the overdraft charges HSBC UK Bank Plc (“HSBC”) applied to his current account. He’s said the charges, in particularly the ones from 2017 onwards, were applied when he was in an unsustainable financial position and he should instead have b... (4 pages)View decision -
Decision Reference DRN-5236074
7 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5236074 The complaint Mr R complains about the quality of a used car he acquired through a hire purchase agreement with Lendable Ltd trading as Autolend (‘Autolend’). Mr R says that the car has had a large number of problems, and it isn’t of satisfactory quality. What happened Mr R... (5 pages)View decision -
Decision Reference DRN-5672149
4 Jul 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5672149 The complaint Mrs M and the estate of Mr M complains that St James’s Place Wealth Management Plc (‘SJP’): Overlooked one of her late husband’s investments with them and failed to sell it down at the time of his death in 2012. After subsequently transferring that investme... (6 pages)View decision -
Decision Reference DRN-5671580
4 Jul 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5671580 The complaint Mr R and Mrs R complain that Great Lakes Insurance UK Limited declined their travel insurance claim. My references to Great Lakes include its agents. What happened Mr R and Mrs R had single trip travel insurance, Great Lakes was the insurer for the relevant pol... (5 pages)View decision
