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 119592 results
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Decision Reference DRN-5362213
24 Mar 2025 Salary Finance Loans Limited UpheldConsumer CreditDRN-5362213 The complaint Mr S complains about issues caused by Salary Finance Loans Limited in collecting the payments due from him under a fixed sum loan agreement. What happened Mr S entered into a fixed sum loan agreement with Salary Finance Loans in May 2023 for a loan of £25,000. ... (3 pages)View decision -
Decision Reference DRN-5423420
24 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5423420 The complaint Ms H and Mr H complain HSBC UK Bank Plc (“HSBC”) closed their current accounts and did so without notice nor explanation. They’re also unhappy HSBC did this shortly after notifying them their overdraft limit would be reduced and reviewed again later. And that H... (5 pages)View decision -
Decision Reference DRN-5380918
24 Mar 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5380918 The complaint Miss A is unhappy with Inter Partner Assistance SA’s (IPA) decision to decline her claim. What happened Miss A had travel medical insurance with IPA. In September 2023 she purchased a single trip policy with it by phone for a holiday to Spain. Whilst on holiday... (2 pages)View decision -
Decision Reference DRN-5422129
24 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5422129 The complaint Mr H complains HSBC UK Bank Plc (“HSBC”) closed his accounts and did so without notice nor explanation. Mr H is also unhappy HSBC did this shortly after notifying him his overdraft limit would be reduced and reviewed again in six months’ time. Mr H says his HSB... (6 pages)View decision -
Decision Reference DRN-3719525
24 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3719525 The complaint Mr B has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (‘SSAS’) that happened in August 2015. Mr B’s SSAS was subsequently used to invest in a fractional share of a hotel complex, through The Resort... (17 pages)View decision -
Decision Reference DRN-5362633
24 Mar 2025 Bank of Scotland Plc UpheldMortgagesDRN-5362633 The complaint Mr and Mrs M complain about changes to the overpayment allowance on their mortgage with Bank of Scotland plc trading as Halifax. What happened Mr and Mrs M had a residential mortgage with another lender that was transferred to Halifax in 2020. The original mor... (3 pages)View decision -
Decision Reference DRN-4860739
24 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4860739 The complaint Mr M complains that a credit agreement with CA Auto Finance UK Limited, under which a car was supplied to him, was mis-sold to him, and that the car wasn’t of satisfactory quality. He’s being helped with his complaint by a representative. What happened I issued... (5 pages)View decision -
Decision Reference DRN-5404812
24 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5404812 The complaint Mr J and Ms W complain that, although NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY previously agreed to give them a mortgage and then twice to extend their mortgage borrowing, when they asked to increase the borrowing again, NatWest’s survey said the proper... (5 pages)View decision -
Decision Reference DRN-5399190
24 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5399190 The complaint Mr S is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr S is being represented by a claims management company but for ease of I’ll only refer to Mr S in the decision. What happened The detailed background to this complaint is... (11 pages)View decision -
Decision Reference DRN-5370999
24 Mar 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5370999 The complaint Mr L’s complaint is about a claim he made on his Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy. Mr L is unhappy that C&G have applied a £1,000 limit to his claim which he thinks should be £2,000 in accordance with hi... (3 pages)View decision
