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 4269 results
-
Decision Reference DRN-5205655
26 Mar 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5205655 The complaint Mrs V has complained about the quality of a car provided on finance by Go Car Credit Limited (GCCL). What happened GCCL supplied Mrs V with a used car on a hire purchase agreement in December 2023. The cash price of the car was around £11,600 and it had covere... (4 pages)View decision -
Decision Reference DRN-5426391
3 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5426391 The complaint Mr and Mrs C complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they lost when they say they fell victim to an ‘Authorised Push Payment’ (‘APP’) investment scam. Mr and Mrs C bring their complaint with the assistance of professiona... (5 pages)View decision -
Decision Reference DRN0400369
10 Sep 2020 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr A is unhappy that AXA Insurance UK Plc won’t pay his claim for loss of rent and damages under his commercial property owners policy.backgroundMr A let out a shop. In April 2015 he regained possession of the premises from an illegal sub-tenant. The property had major dilapidations. Mr A ... (4 pages)View decision -
Decision Reference DRN9724883
31 Jan 2019 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mrs B complains that the Society of Lloyd’s (Lloyds) won’t meet all her claim for damage and things lost during a burglary.backgroundI issued a provisional decision on this complaint in January 2019. A copy is attached and forms part of this decision.In that I said I... (4 pages)View decision -
Decision Reference DRN-3400795
5 Sep 2022 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-3400795 The complaint Mr H complains that Embark Investment Services Limited trading as Stocktrade (“Embark”) failed to transfer his pension savings to another provider in a timely manner. What happened Mr H held pension savings in a self-invested pension plan (“SIPP”). The administrat... (4 pages)View decision -
Decision Reference DRN-4407543
21 Dec 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4407543 The complaint Mr W has complained about the way Lloyds Bank PLC handled a claim he made in relation to a car he paid for in part using a credit card. What happened Mr W purchased a used car for £3,795 in December 2020 from a car dealer. He paid £795 of this using his Lloyds cre... (4 pages)View decision -
Decision Reference DRN-2050309
19 Aug 2020 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2050309The complaintMr G complains that he’s been unable to access online banking for his new account withHSBC UK Bank Plc.What happenedIn early September 2019, Mr G opened a new student account with HSBC. He tried toregister for online banking, and found out that HSBC would have to se... (4 pages)View decision -
Decision Reference DRN9953260
24 May 2019 RAC Insurance Limited UpheldInsurance (excluding PPI)Ms S complains about the service she received following a claim against herEuropean motor breakdown cover provided by RAC Insurance Limited.backgroundThe background to this complaint was set out in my provisional decision of 2 May 2019, an extract of which is attache... (5 pages)View decision -
Decision Reference DRN-5203195
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5203195 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to a job-based scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it... (4 pages)View decision -
Decision Reference DRN-2421604
23 Apr 2021 Acasta European Insurance Company Limited UpheldInsuranceDRN-2421604 The complaint Mr and Mrs D are unhappy Acasta European Insurance Company Limited turned down a claim they made on their wedding insurance policy. What happened Mr and Mrs D took out wedding insurance with Acasta for their wedding which was due to take place on 21 March 2020. On... (4 pages)View decision
