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 370149 results
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Decision Reference DRN-5147429
28 Feb 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5147429 The complaint Mr M complains that HSBC UK Bank Plc (‘HSBC’) irresponsibly agreed to lend to him by way of a personal loan when he couldn’t afford to repay and caused him to get into financial difficulties as a result. What happened In September 2017, Mr M took out a persona... (3 pages)View decision -
Decision Reference DRN-5364690
28 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5364690 The complaint Miss J complains about the settlement esure Insurance Limited (“esure”) offered her following the total loss of her car. As well as the standard of service she received throughout her claim, under her motor insurance policy. What happened Miss J was involved in... (3 pages)View decision -
Decision Reference DRN-5364611
28 Feb 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5364611 The complaint Mr L complains that Tesco Underwriting Limited (“Tesco”) provided him with incorrect information when he changed the vehicle on his policy, and so he has paid more than he should have. What happened Mr L had a motor insurance p... (4 pages)View decision -
Decision Reference DRN-5364537
28 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5364537 Complaint Mr F is unhappy with what Oodle Financial Services Limited (“Oodle”) has agreed to do to put things right for him after it accepted it entered into a hire-purchase agreement that it ought to have realised was unaffordable for him. Background In December 2021, Oodl... (6 pages)View decision -
Decision Reference DRN-5294000
28 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5294000 The complaint Mr M has complained that Bank of Scotland plc trading as Halifax acted irresponsibly when it provided him with an overdraft facility on his current account. He has also said the bank failed in its duty of care to support him as a vulnerable consumer. Background... (5 pages)View decision -
Decision Reference DRN-4974299
28 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4974299 The complaint Mrs S is complaining about Bank of Scotland plc trading as Halifax because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs S fell victim to a cruel investment scam. She was introduced to what she thought was a genuine investm... (3 pages)View decision -
Decision Reference DRN-5304557
28 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5304557 The complaint Mr S is unhappy that Admiral Insurance (Gibraltar) Limited (Admiral) declined a theft claim he made under his car insurance policy. What happened Mr S held a car insurance policy with Admiral. In July 2023 Mr S’s car was stolen. So, he contacted Admiral to ma... (3 pages)View decision -
Decision Reference DRN-4959910
28 Feb 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-4959910 The complaint Mr R complains that Interactive Investor Service Limited (Interactive) issued a cheque with incorrect payee details which caused a delay in him receiving money from his ISA. What happened Mr R held an Investment Trust Savings Plan with ABRDN. In December 2023 ... (3 pages)View decision -
Decision Reference DRN-5228469
28 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5228469 The complaint Mr S complains that Monzo Bank Ltd didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr S has used a representative to bring his complaint. But for ease of reading, I’ll mostly refer to Mr S himself where I also mean the represent... (3 pages)View decision -
Decision Reference DRN-5112287
28 Feb 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5112287 The complaint Mrs L complains Accredited Insurance (Europe) Ltd [“Accredited”] has unfairly declined a claim she’s made on her buildings insurance policy following a water leak under her property. She’s also unhappy with the service Accredited provided. What happened Mrs L i... (3 pages)View decision
