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 364422 results
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Decision Reference DRN-4886507
14 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4886507 The complaint Mr G complains that Nationwide Building Society won’t refund the money he lost when he says he fell victim to a scam. What happened Mr G says that he was persuaded to invest with a company I will refer to as ‘H’ in my decision. H was a private rental developmen... (5 pages)View decision -
Decision Reference DRN-5480847
14 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5480847 The complaint Mr T complains about delays and poor quality repairs when he made a claim on the car insurance policy he held with Admiral Insurance (Gibraltar) Limited (‘Admiral’). What happened In May 2022, Mr T had an accident which damaged his car. So, he contacted Admira... (6 pages)View decision -
Decision Reference DRN-5291117
14 Apr 2025 EGR WEALTH LIMITED UpheldInvestmentsDRN-5291117 The complaint Mr Q complains EGR WEALTH LIMITED (EGR) mis-sold him an investment bond. He says it failed to carry out adequate due diligence about him and the investment, leading to an unsuitable high-risk investment being recommended. What happened In January 2020, Mr Q in... (11 pages)View decision -
Decision Reference DRN-4919430
14 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4919430 The complaint C complains that Santander UK Plc did not reimburse the £30,000 it says it lost to a scam. What happened C found an investment opportunity with a company I’ll refer to as ‘HS’ for the purposes of this decision. HS had several different building projects they we... (3 pages)View decision -
Decision Reference DRN-5448629
14 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5448629 The complaint Mrs P has complained about the way a claim was handled by Royal & Sun Alliance Insurance Limited (RSA). Mrs P is the lead complainant for a home insurance policy she shares jointly with Mr P and Mrs P(2). All reference to the insurer RSA in my decision incl... (2 pages)View decision -
Decision Reference DRN-5346831
14 Apr 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5346831 Complaint Mr L complains that FirstRand Bank Limited (trading as “MotoNovo Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable and this resulted in him being unable to meet his commitments going forward, without bo... (5 pages)View decision -
Decision Reference DRN-5271694
14 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5271694 Complaint Miss M has complained about the overdraft charges HSBC UK Plc (“HSBC”) applied to her current account. Miss M is being represented, by the (“representative”), in her complaint. The representative has said the charges applied to Miss M’s account were unfair as ther... (5 pages)View decision -
Decision Reference DRN-5456210
14 Apr 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5456210 Complaint Miss H has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to her. She says the credit card was irresponsibly provided as it was unaffordable. Background Capital One provided Miss H with a credit card with a limit of £200 in April ... (3 pages)View decision -
Decision Reference DRN-5423454
14 Apr 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5423454 Complaint Miss B complains that Blue Motor Finance Ltd (“BMF”) unfairly entered into a hire-purchase agreement with her. She’s said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and this created an unfair lendin... (5 pages)View decision -
Decision Reference DRN-5260806
14 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5260806 Complaint Mrs S has complained that Vanquis Bank Limited (“Vanquis”) irresponsibly provided a credit card as well and subsequent credit limit increases to her. She says that all of this credit was unaffordable and caused her continued financial difficulty. Background In Oct... (6 pages)View decision
