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
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Decision Reference DRN-4453034
29 Nov 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4453034 The complaint Miss Z complains that Starling Bank Limited won’t refund the money she lost after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in su... (4 pages)View decision -
Decision Reference DRN-2252904
16 Mar 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2252904 The complaint Mr D is unhappy that HSBC UK Bank Plc hasn’t helped him get back money he says he lost to a scam. What happened Mr D found a car for sale online and contacted the seller. He believed the car was being sold by a dealership I’ll refer to as B. He arranged to see the... (4 pages)View decision -
Decision Reference DRN-4719747
31 Jan 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-4719747 Complaint Mrs B complains that Lex Autolease (“Lex”) unfairly failed to notify her of the additional tax charge that it passed onto her as part of a hire agreement. Background In April 2022, Mrs B signed a regulated hire agreement with Lex in order to hire a brand-new car. ... (4 pages)View decision -
Decision Reference DRN-4830576
19 Jun 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4830576 The complaint Mr R is unhappy that National Westminster Bank Plc has decided not to refund him after he raised a scam claim. What happened Mr R says he contacted a company to install a new roof at his home, I’ll refer to the company as T. Mr R says he found T advertising in a r... (4 pages)View decision -
Decision Reference DRN-5213940
17 Dec 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5213940 The complaint Mr G complains that Marshmallow Insurance Limited mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in about 2008. Mr G acquired the car. For the year f... (5 pages)View decision -
Decision Reference DRN-2713270
15 Jun 2021 U K Insurance Limited Not upheldInsuranceDRN-2713270 The complaint Miss Y and Mr M complain about how U K Insurance Limited trading as Direct Line Car Insurance (UKI) has dealt with a claim made against Mr M’s motor insurance policy. This insurance policy is in Mr M’s name, and Miss Y is a named driver on the policy – I have refe... (4 pages)View decision -
Decision Reference DRN-3146426
1 Apr 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3146426 The complaint Mr N has complained that Mitsubishi HC Capital UK Plc, 1 trading as Hitachi Capital Consumer Finance (“Hitachi”), rejected his claim against it under section 75 of the Consumer Credit Act 1974 (“section 75”) in relation to his purchase of some solar panels. Mr N h... (4 pages)View decision -
Decision Reference DRN-5138873
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5138873 The complaint Miss D complains that Lloyds Bank PLC (Lloyds) won’t refund money she lost in an investment scam. What happened What Miss D says: Miss D was planning her forthcoming wedding and was short of money. So, she was looking to find ways of increasing her income. She... (5 pages)View decision -
Decision Reference DRN-4147340
23 May 2023 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4147340 The complaint Mr E complains about the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied when he returned a car after his hire agreement ended. What happened Mr E entered into a hire agreement in September 2019. Mr E says he’s unhappy with the end of contract... (4 pages)View decision -
Decision Reference DRN-3884962
6 Jan 2023 Admiral Insurance Company Limited UpheldInsuranceDRN-3884962 The complaint Mr C is unhappy about the amount Admiral Insurance Company Limited paid in settlement of a claim he made on his motor insurance policy. What happened Mr C had a car insurance policy with Admiral, and he made a claim when the car was involved in an accident. Admira... (4 pages)View decision
