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 369228 results
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Decision Reference DRN-5462638
18 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5462638 The complaint Mr A complains that BMW Financial Services (GB) Limited, trading as “Alphera” Financial Services, unfairly entered into a hire purchase agreement with him. What happened In April 2021, Alphera entered into a hire purchase agreement with Mr A and it provided hi... (3 pages)View decision -
Decision Reference DRN-5204272
18 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5204272 The complaint Mr and Mrs E complain that HSBC UK Bank Plc won’t refund the money they lost after falling victim to an authorised push payment (“APP”) investment scam whereby they sent money to an account held at HSBC. Mr and Mrs E are professionally represented in bringing t... (5 pages)View decision -
Decision Reference DRN-5544900
18 Jun 2025 First Central Underwriting Limited UpheldInsuranceDRN-5544900 The complaint Mr E says First Central Underwriting Limited provided poor service relating to car hire and the value of his written off vehicle when he made a claim on his motor insurance policy. What happened Mr E reported a non-fault accident to First Central on 28 May 202... (3 pages)View decision -
Decision Reference DRN-5563834
18 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5563834 The complaint Mr C is unhappy with the exchange rate Nationwide Building Society (Nationwide) used for an international transfer. He doesn’t think Nationwide made him aware that a ‘third-party mark-up’ was involved. What happened Mr C sent £400,000 to his account held in New... (3 pages)View decision -
Decision Reference DRN-5211432
18 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5211432 The complaint Mrs T complains that Bank of Scotland plc, trading as Halifax, won’t refund money she lost when she was a victim of an investment scam. Mrs T is represented by a firm I’ll refer to as ‘M’. What happened The background to this complaint is well known to both par... (4 pages)View decision -
Decision Reference DRN-5628352
18 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5628352 The complaint Mrs A complains that Aviva Insurance Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, made by a European car-maker. Mrs A acquired the car from new in O... (6 pages)View decision -
Decision Reference DRN-4983841
18 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsThe complaint Mr A complains that Lloyds Bank PLC is holding him liable for two transactions which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr A has said that on 4 July 2024, tr... (3 pages)View decision -
Decision Reference DRN-5626504
18 Jun 2025 Legal and General Assurance Society Limited UpheldInsuranceThe complaint Mrs M complains about the way that Legal and General Assurance Society Limited (L&G) has handled an incapacity claim she made on her employer’s group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve ... (7 pages)View decision -
Decision Reference DRN-5493003
18 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceThe complaint Mr K complains about how Admiral Insurance (Gibraltar) Limited dealt with a claim against his motor insurance policy. Reference to Admiral includes its agents. What happened In summary, Mr K has a motor insurance policy underwritten by Admiral. In February 2024, Mr K was invo... (3 pages)View decision -
Decision Reference DRN-5190792
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5190792 The complaint Mr I complains that Monzo Bank Ltd (Monzo) didn’t do enough to protect him from the financial harm caused by a job scam. Mr I has been represented by a claims management company throughout his complaint. I have referred to them as Mr I’s representatives. What... (4 pages)View decision
