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 360982 results
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Decision Reference DRN-5376620
7 Mar 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5376620 The complaint Mr and Mrs H complain First Holiday Finance Ltd (the “Lender”) acted unfairly and unreasonably by refusing to refund money they’d paid for a timeshare they said had been mis-sold to them. What happened I issued a provisional decision on this complaint on 20 Feb... (9 pages)View decision -
Decision Reference DRN-5376386
7 Mar 2025 The One Stop Money Shop Limited UpheldConsumer CreditDRN-5376386 The complaint Ms H complains that The One Stop Money Shop Limited gave her a loan that was unaffordable. She said it didn’t carry out the correct credit checks when the loan was granted. What happened In July 2020, Ms H took out a loan with The One Stop Money Shop. She borro... (4 pages)View decision -
Decision Reference DRN-5365171
7 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5365171 The complaint Mr M has complained about Aviva Insurance Limited. He isn’t happy about the way it dealt with a claim for a cracked windscreen under his motor insurance policy. Any reference to Aviva includes any agents that it is responsible for unless specified. What happene... (2 pages)View decision -
Decision Reference DRN-4936613
7 Mar 2025 Jarvis Investment Management Limited Not upheldInvestmentsDRN-4936613 The complaint Mr G complains about Jarvis Investment Management Limited (Jarvis). He said Jarvis put restrictions on his account and because of this, he couldn’t get access to his money or shares. He would like Jarvis to apologise and compensate him for his losses. What hap... (4 pages)View decision -
Decision Reference DRN-5337483
7 Mar 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5337483 The complaint Mr W complains through a representative that Close Brothers Limited (“Close Brothers”) gave him two conditional sale agreements without carrying out the correct affordability checks. What happened This complaint is about the following two conditional sale agre... (4 pages)View decision -
Decision Reference DRN-5378086
7 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5378086 The complaint Mr P has complained about the way The Royal London Mutual Insurance Society Limited (“Royal London”) dealt with the transfer of his personal pension policy to an occupational scheme in 2011. Mr P has said the investments within the scheme have since lost signif... (5 pages)View decision -
Decision Reference DRN-4796170
7 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4796170 The complaint Mr C complains about how HSBC UK Bank Plc (“HSBC”) handled a claim he made in relation to a transaction on his credit card. What happened Mr C purchased flights, through a company I’ll refer to as “F”, through his HSBC credit card in September 2023 for £2,147.3... (5 pages)View decision -
Decision Reference DRN-5367497
7 Mar 2025 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-5367497 The complaint Mr W complains that Omni Capital Retail Finance Limited declined his application for a loan and hasn’t provided him with the reason why. He believes he may have been declined due to his age. What happened Mr W applied for a loan to cover the cost of his hospita... (5 pages)View decision -
Decision Reference DRN-5375244
7 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5375244 The complaint Mr S complains that when he made a claim under his home emergency cover for a leaking toilet the engineer sent by Royal & Sun Alliance Insurance Limited only isolated the feed pipe into the toilet, rather than carrying out a full repair. What happened Mr S ... (3 pages)View decision -
Decision Reference DRN-5351063
7 Mar 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5351063 The complaint Miss H says Oakbrook Finance Limited irresponsibly lent to her. What happened Miss H took out two instalments loans from Oakbrook. In October 2018 she took out a £5,000 loan (loan 1) over 24 months. The monthly repayments were £327.64 and the total repayable wa... (3 pages)View decision
