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 121262 results
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Decision Reference DRN-5340668
12 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5340668 Complaint Mr T is unhappy with what HSBC UK Bank Plc (“HSBC”) has agreed to do to put things right for him after he complained about the charges on his overdraft. Background One of our investigators looked at Mr T’s complaint and he told HSBC that it should refund all the i... (3 pages)View decision -
Decision Reference DRN-5389525
12 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5389525 The complaint Mr C complains that Revolut Ltd hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr C has explained that from Februa... (9 pages)View decision -
Decision Reference DRN-5343547
12 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5343547 The complaint Mr H complains about the customer service he received from PayPal UK Ltd when he tried to make a one-off payment to his credit account and reset his Direct Debit (DD). What happened Mr H has a credit account with PayPal. On 22 November 2023 he attempted to make... (4 pages)View decision -
Decision Reference DRN-5039373
12 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5039373 The complaint Mr D is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge) was of an unsatisfactory quality. What happened In February 2024, Mr D was supplied with a used car through a hire... (4 pages)View decision -
Decision Reference DRN-5314779
12 Mar 2025 Rock Insurance Services Limited UpheldInsuranceDRN-5314779 The complaint Mr V is unhappy that Rock Insurance Services Limited mis-sold him an annual multi-trip travel insurance policy covering the period end of September 2023 to end of September 2024 (‘the policy’). What happened The details of this complaint are well known to both... (2 pages)View decision -
Decision Reference DRN-5124008
12 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5124008 The complaint Mr B and Mrs F have complained about Royal & Sun Alliance Insurance Limited’s (RSA’s) decision to decline their claim for damage to their kitchen floor. What happened Mr B and Mrs F hold a home insurance policy with RSA, which covers the buildings at their ... (2 pages)View decision -
Decision Reference DRN-5349254
12 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5349254 The complaint Mrs P and Mr P complain that Admiral Insurance (Gibraltar) Limited have provided poor service following a fire at their property. What happened Mrs P and Mr P held a buildings and contents insurance policy with Admiral, and made a claim following a fire at the... (4 pages)View decision -
Decision Reference DRN-5389648
12 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5389648 The complaint Mr V complains about a car supplied to him using a hire purchase agreement taken out with Specialist Motor Finance Limited (“SMFL”). What happened In May 2023, Mr V acquired a used car using a hire purchase agreement with SMFL. The duration of the agreement wa... (8 pages)View decision -
Decision Reference DRN-5389373
12 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5389373 The complaint Miss W has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In October 2023, Miss W entered into a 25 month fixed sum loan ag... (4 pages)View decision -
Decision Reference DRN-5341080
12 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5341080 The complaint Miss I complains Vanquis Bank Limited have unfairly recorded missed payments on her credit file, while she was on a repayment plan. What happened In May 2024, Miss I contacted Vanquis as she was unable to make her minimum monthly repayment towards her credit c... (3 pages)View decision
