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 4569 results
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Decision Reference DRN-1517208
12 Feb 2020 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-1517208 The complaintMr M complains about the way Tesco Personal Finance PLC handled his claim under Section 75 of the Consumer Credit Act 1974. What happenedIn January 2019, Mr M purchased an electric bicycle for £799.99. He paid with his Tesco credit card. The bike developed a fault ... (4 pages)View decision -
Decision Reference DRN8954460
25 Jun 2019 HSBC UK Bank Plc Not upheldBanking and creditMr and Mrs W have complained that HSBC UK Bank Plc (“HSBC”) mis-sold them a fee- paying Advance account.They say they were talked into agreeing to the account when they were on the phone to HSBC discussing a fraud that happened on their credit card.backgroundMr and Mrs W held a fee-free ac... (4 pages)View decision -
Decision Reference DRN-5106459
14 Nov 2024 First Central Underwriting Limited UpheldInsuranceDRN-5106459 The complaint Miss B has complained that First Central Underwriting Limited avoided (treated it as if it never existed) her motor insurance policy and refused to pay her claim. What happened Miss B took out a motor insurance policy with First Central through an online price... (4 pages)View decision -
Decision Reference DRN-4210840
31 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4210840 The complaint Mr H complains about Advantage Insurance Company Limited’s handling of his motor insurance claim. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Advantage has accepted it is accountable f... (4 pages)View decision -
Decision Reference DRN-5175394
14 Jan 2025 Sabre Insurance Company Limited UpheldInsuranceDRN-5175394 The complaint Mrs S complains about the amount Sabre Insurance Company Limited paid to settle a claim she made on her motor insurance policy. What happened Mrs S’s vehicle was damaged after being involved in an accident in October 2023. She tried to contact Sabre to make a ... (4 pages)View decision -
Decision Reference DRN-5534426
16 May 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5534426 The complaint Mr H and Miss W have complained about the way Shawbrook Bank Limited responded to claims they’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”) and in relation to an alleged unfair relationship taking into account section 140A (“s.140... (4 pages)View decision -
Decision Reference DRN6097472
18 May 2016 TSB Bank plc UpheldBanking and creditMr O has complained that TSB Bank plc (“TSB”) mis-sold him Platinum and Premier packaged bank accounts in 2006 and 2010. backgroundOne of our adjudicators has looked into Mr O’s complaint already and she thought while TSB hadn’t mis-sold the Platinum account it had ... (3 pages)View decision -
Decision Reference DRN-4667315
26 Nov 2024 Lex Autolease Ltd Not upheldConsumer CreditDRN-4667315 The complaint Mr P is unhappy as Lex Autolease Ltd (Lex) are holding him liable for additional road fund licence costs under a hire agreement he has with them. When I refer to what Mr P or Lex have said or done, it should also be taken to include things said or done on thei... (4 pages)View decision -
Decision Reference DRN-5793329
24 Sep 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5793329 The complaint Mr W has complained about the quality of a car provided on finance by Blue Motor Finance Ltd (“BMF”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. BMF supplied Mr W with a used car on a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-4541404
11 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4541404 The complaint Mrs C complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a saloon car, made by a premium-brand car maker and first registered in March 2011. It has... (5 pages)View decision
