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 124111 results
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Decision Reference DRN-5786564
1 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5786564 The complaint Mrs F complains that TSB Bank plc defaulted her account and passed it to a debt collection agency (DCA). What happened Mrs F says she set up a payment arrangement with TSB when she got into difficulties with repayments on her credit card and loan. However, she... (4 pages)View decision -
Decision Reference DRN-5674792
1 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5674792 The complaint Mr M complains about the way in which HSBC UK Bank Plc trading as First Direct has recorded a default on his credit file. What happened Mr M holds a credit card account with HSBC. He experienced a change in his circumstances which impacted on his finances and i... (3 pages)View decision -
Decision Reference DRN-5753720
1 Sep 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5753720 The complaint Mr T complains that a car acquired under a hire purchase agreement with Secure Trust Bank Public Limited Company trading as V12 Vehicle Finance (“V12”) 1 wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with th... (5 pages)View decision -
Decision Reference DRN-5781268
1 Sep 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5781268 The complaint Mr C and Mrs C complain about the impact on their No-Claims Discount following a claim made to Highway Insurance Company Limited (“Highway”) under their car insurance policy. Mr C is the policyholder and Mrs C is a named driver under this policy. So, for ease ... (3 pages)View decision -
Decision Reference DRN-5786023
1 Sep 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5786023 The complaint Mr N complains about a claim he made to American Express Services Europe Limited (Amex) in respect of a hotel not being as described. What happened In November 2024, Mr N paid £4,699.24 using his Amex credit card to book a suite at a hotel which he intended to... (6 pages)View decision -
Decision Reference DRN-5684105
1 Sep 2025 Chubb European Group SE UpheldInsuranceDRN-5684105 The complaint Mrs B is complaining that Chubb European Group SE declined a claim she made on her buildings insurance policy. Mrs B has appointed a solicitor firm to handle aspects of the complaint on her behalf. But for ease of reference, I shall refer to anything said on Mr... (5 pages)View decision -
Decision Reference DRN-5659873
1 Sep 2025 Mortgage Next Network Limited UpheldMortgagesDRN-5659873 The complaint Mr and Mrs L complain that an appointed representative of Mortgage Next Network Limited (“MNN”) mis-sold their mortgage. What happened In 2019 Mr and Mrs L got mortgage advice from a mortgage broker in MNN’s network as they wanted to buy a new build property. T... (4 pages)View decision -
Decision Reference DRN-5785959
1 Sep 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5785959 The complaint Mr H has complained about the quality of a car provided on finance by Creation Consumer Finance Ltd. What happened Both parties are familiar with the circumstances of this complaint, so I’ve summarised the events here. Creation supplied Mr H with a used car o... (6 pages)View decision -
Decision Reference DRN-5704461
1 Sep 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5704461 The complaint Mr T has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (“AmEx”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened In November 2022, Mr T bought a sofa suite from a third-party s... (5 pages)View decision -
Decision Reference DRN-5786658
1 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5786658 The complaint Miss R complains because Admiral Insurance (Gibraltar) Limited hasn’t paid the full amount of a claim under her travel insurance policy. Miss R’s representative has brought this complaint to us on her behalf. For ease, I shall refer only to Miss R throughout th... (3 pages)View decision
