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 121877 results
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Decision Reference DRN-5229089
3 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5229089 The complaint Mr D complains NewDay Ltd trading as Aquacard irresponsibly lent to him. Mr D is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr D himself. What h... (3 pages)View decision -
Decision Reference DRN-5283184
3 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5283184 The complaint Mr S complains that National Westminster Bank Plc won’t refund the money he says was lost as the result of a scam. Mr S is professionally represented in bringing his complaint to our service, but for ease of reading I’ll refer to all submissions as being made b... (6 pages)View decision -
Decision Reference DRN-5214960
3 Feb 2025 Infinity Energy Organisation Limited UpheldConsumer CreditDRN-5214960 The complaint Mr T complains about a Green Deal finance loan he took out with Infinity Energy Organisation Limited. He says he was misled at the time of arranging the loan and believed he was entering into a roof renting scheme, whereby he would be paid for putting solar pan... (8 pages)View decision -
Decision Reference DRN-5241419
3 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5241419 Complaint Miss F has complained that HSBC UK Bank Plc (“HSBC”) didn’t act fairly and reasonably towards her in relation to her overdraft. She’s essentially said that HSBC unfairly continued applying charges to her overdraft even when it was clear that she was in financial d... (4 pages)View decision -
Decision Reference DRN-5229773
3 Feb 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5229773 Complaint Miss A has essentially complained that The Royal Bank of Scotland Plc (“RBS”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended period. Background On... (4 pages)View decision -
Decision Reference DRN-5267037
1 Feb 2025 One Insurance Limited UpheldInsuranceDRN-5267037 The complaint Mr S has complained about One Insurance Limited. He isn’t happy about the way it settled liability after he made a claim under his motor insurance policy. What happened I have previously considered this case and provided my initial thoughts in a provisional de... (5 pages)View decision -
Decision Reference DRN-5016134
1 Feb 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5016134 The complaint Mr S has complained that he is unhappy with the quality of a car he acquired in July 2023, using a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”). What happened Mr S acquired a used BMW in July 2023, using a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-5168282
31 Jan 2025 One Insurance Limited UpheldInsuranceDRN-5168282 The complaint Mr C has complained about One Insurance Limited. He isn’t happy about the way it settled a claim under his motor insurance policy - proportionately settling his claim. What happened I looked at this case and provided my initial thoughts in my provisional decisi... (4 pages)View decision -
Decision Reference DRN-5250249
31 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5250249 The complaint Mr D complains about how Liverpool Victoria Insurance Company Limited (‘LV’) handled a claim on his motor insurance. What happened Mr D had a motor insurance policy with LV. In December 2022, he was involved in a minor traffic accident. While there was only min... (4 pages)View decision -
Decision Reference DRN-5300715
31 Jan 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5300715 The complaint Mr S complains that Zopa Bank Limited acted unfairly when it defaulted his loan account. What happened Mr S took a fixed sum loan with Zopa in January 2023. The loan including interest was £16,932.56, £705.52 per month, payable over 24 months. Mr S said in June... (6 pages)View decision
