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-5086175
12 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5086175 The complaint Mr L has complained about the quality of a car provided on finance by Specialist Motor Finance Limited (SMFL). What happened SMFL supplied Mr L with a used car on a hire purchase agreement in July 2022. The cash price of the car was around £7,200 and it had co... (5 pages)View decision -
Decision Reference DRN-3568098
16 Oct 2023 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-3568098 The complaint Mr G has complained about a holiday club membership he bought using his credit card provided by The Co-operative Bank Plc (“The Co-op”). What happened In 2016, Mr G, alongside his wife, bought membership of a holiday club from an overseas supplier, “LLG” (“the Sup... (5 pages)View decision -
Decision Reference DRN-2705080
20 May 2021 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-2705080 The complaint Miss P is unhappy with the way Lloyds Bank General Insurance Limited is handling the settlement of a claim for work on her property. What happened In 2014 Miss P’s property suffered fire damage and Lloyds appointed a contractor to complete repairs. A breakdown in ... (5 pages)View decision -
Decision Reference DRN-3378809
17 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3378809 The complaint N, a limited company, complains that HSBC UK Bank Plc won’t refund the money it lost when it was the victim of a scam. What happened N is a limited company which deals in the buying and selling of used cars. It received an email from another company, offering a ca... (5 pages)View decision -
Decision Reference DRN-4791708
13 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4791708 Complaint Mr A is unhappy that HSBC UK Bank Plc didn’t refund him after he told it he’d fallen victim to a scam. Background In 2019, Mr A heard an advertisement for an investment opportunity with a company that I’ll refer to as B. B was promoting a scheme under which investo... (5 pages)View decision -
Decision Reference DRN-4261059
1 Feb 2024 Share In Ltd Not upheldInvestmentsDRN-4261059 The complaint Ms C complains that an appointed representative (“AR”) of Share In Ltd (“Share In”) failed to conduct sufficient due diligence on two property development projects promoted on AR’s platform. She feels Share In should have warned her about previous failed projects ... (5 pages)View decision -
Decision Reference DRN2468275
1 Sep 2017 Nationwide Building Society Not upheldBanking and creditMr C complains that Nationwide Building Society (“Nationwide”) is responsible for a number of errors and failures both at the time and subsequent to opening his three accounts in January 2017.backgroundI issued my provisional decision on 17 July 2017. A copy of my prov... (6 pages)View decision -
Decision Reference DRN-3624588
23 Aug 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3624588 The complaint Mr T complains that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim he made under sections 56 and 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says was misrepresented to him by the supplier. Mr T is represented ... (7 pages)View decision -
Decision Reference DRN5556018
22 May 2019 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr Y complains about the way Advantage Insurance Company Limited has handled a claim on his motor insurance policy, in particular that it delayed dealing with the claim, accepted liability for claims without investigating them properly and failed to keep him updated.bac... (5 pages)View decision -
Decision Reference DRN-4490496
30 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4490496 The complaint This complaint is brought by Ms A as representative of a partnership. Mr and Mrs J are the partners and I will refer to the partnership as JAJ throughout for ease of reference. JAJ has complained about the poor service they received from Barclays Bank UK PLC. In p... (5 pages)View decision
