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-5341497
19 Feb 2025 Volvo Car UK Ltd UpheldConsumer CreditDRN-5341497 The complaint Mr G is unhappy with the way Volvo Car UK Ltd (VCUK) brokered a conditional sale agreement. What happened In 2023, Mr G had an existing finance agreement which was due to end in April 2024, so he wanted to use the car he acquired under that agreement as part e... (6 pages)View decision -
Decision Reference DRN-5298805
19 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5298805 The complaint Mr W complains that esure Insurance Limited trading as Sheilas' Wheels is responsible for mishandling his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2017.... (3 pages)View decision -
Decision Reference DRN-5303823
19 Feb 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5303823 The complaint Mr S complains about a van supplied to him using a hire purchase agreement taken out with LeasePlan UK Limited (“LeasePlan”). Mr S also complains about the outstanding balance that LeasePlan believe is owed on the account. What happened In February 2019, Mr S ... (6 pages)View decision -
Decision Reference DRN-5319935
19 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5319935 The complaint Mr and Mrs D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happe... (28 pages)View decision -
Decision Reference DRN-5122314
19 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5122314 The complaint Mr E complains that HSBC UK Bank Plc trading as first direct (“HSBC”) won’t refund the money he lost when he was the victim of a scam. What happened In July 2019 Mr E saw an advert about an opportunity to invest in a company (Buy2let/Raedex Consortium Ltd – refe... (9 pages)View decision -
Decision Reference DRN-5341189
19 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5341189 The complaint Mr J complains American Express Services Europe Limited (AESEL) mishandled his chargeback claims for goods ordered from an online supplier (which I’ll call “S”). What happened As the parties are already aware of the facts, I’ve only summarised the key events b... (4 pages)View decision -
Decision Reference DRN-5340999
19 Feb 2025 Barclays Bank UK PLC UpheldInvestmentsDRN-5340999 The complaint Mrs A complains about the way Barclays Bank UK PLC (trading as Barclays Smart Investor) handled her request to transfer her ISA. She says it caused delays that resulted in her suffering a financial loss. What happened Mrs A held a stocks and shares ISA with Ba... (4 pages)View decision -
Decision Reference DRN-5338117
19 Feb 2025 Topaz Finance Limited UpheldBanking and PaymentsDRN-5338117 The complaint R - a limited company – has complained about what happened when it was remortgaging some properties it owned that were included within a floating charge held by NRAM. R needed a letter of non-crystallisation (including additional consent for the priority of the... (8 pages)View decision -
Decision Reference DRN-5340956
19 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5340956 The complaint The estate of the late Mr N complains that Revolut Ltd won’t refund money Mr N lost to a scam. Mr N’s estate is represented by a claims management company, for simplicity, I will largely refer to Mr N throughout this decision, even when referencing what the re... (6 pages)View decision -
Decision Reference DRN-5339108
19 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5339108 The complaint Mr M complains that Revolut Ltd won’t refund money he lost to a scam. What happened Mr M fell victim to a cryptocurrency investment scam. He came across an advert online which appeared to be from a trustworthy media source. Mr M left his details and was called... (9 pages)View decision
