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
-
Decision Reference DRN-5772832
26 Aug 2025 Wakam UpheldInsuranceDRN-5772832 The complaint Mrs M complains that Wakam declined a claim on her pet insurance policy. Where I refer to Wakam, this includes its agents and claims handlers acting on its behalf. What happened Mrs M made a claim on her policy for treatment costs after her pet dog needed surge... (4 pages)View decision -
Decision Reference DRN-5775723
26 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5775723 The complaint Miss N complains about a car supplied to her using a hire purchase agreement taken out with BMW Financial Services(GB) Limited trading as Alphera Financial Services (“Alphera”). What happened In June 2021, Miss N acquired a used car (“Car A”) using a hire purc... (6 pages)View decision -
Decision Reference DRN-5755290
26 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5755290 The complaint Mr V complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to him. He wants the loan written off and any adverse information removed from his credit file. He also wants compensation for the stress and inconve... (3 pages)View decision -
Decision Reference DRN-5775399
26 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5775399 The complaint Mr P complains that Revolut Ltd won’t refund the money he lost when he fell victim to a safe account scam. Mr P is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known... (17 pages)View decision -
Decision Reference DRN-5775367
26 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5775367 The complaint Mr P complains that HSBC UK Bank Plc won’t refund the money he lost when he fell victim to a safe account scam. Mr P is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well ... (16 pages)View decision -
Decision Reference DRN-5588386
26 Aug 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5588386 Complaint Mr G complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire purchase agreement with him. He’s said the monthly payments were unaffordable and he struggled to meet the repayments, having to borrow from friends and family in order to do ... (4 pages)View decision -
Decision Reference DRN-5641185
25 Aug 2025 Black Horse Limited UpheldConsumer CreditDRN-5641185 The complaint Mr S complains about the quality of a car he has been financing through an agreement with Black Horse Limited (Black Horse), trading as Land Rover Financial Services. What happened The detailed background to this complaint is well known to both parties. So, I’l... (2 pages)View decision -
Decision Reference DRN-5718129
24 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5718129 The complaint Mr S complains that Aviva Insurance Limited (“Aviva”) hasn’t fairly settled the two escape of water claims he made under his Property Owners Policy. What happened Mr S holds a Property Owners Policy with Aviva, for a property he rents out. Having made two claim... (3 pages)View decision -
Decision Reference DRN-5352540
23 Aug 2025 Eastwood Financial Solutions Ltd UpheldInvestmentsDRN-5352540 The complaint Mrs M complains Eastwood Financial Solutions Ltd (“EFS”) was responsible for a security breach by virtue of which fraudsters accessed personal data and attempted to withdraw funds from an ISA she held on a third-party platform. Mrs M says neither EFS nor the IS... (5 pages)View decision -
Decision Reference DRN-5771485
22 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5771485 The complaint Mrs S complains Lloyds Bank PLC lent to her irresponsibly when they approved her applications for overdrafts on her accounts. She also says they failed to adequately monitor her use of those overdrafts. What happened Mrs S complains about Lloyds’ lending decis... (5 pages)View decision
