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 392389 results
-
Decision Reference DRN-5779589
8 Oct 2025 KINTO UK LIMITED UpheldConsumer CreditDRN-5779589 The complaint Mr J complains about end of contract charges when his agreement with Kinto UK Limited ended. What happened In April 2021 Mr J was supplied with a car and entered into a hire agreement with Kinto for a term of 48 months. When the car was returned in April 2025, ... (3 pages)View decision -
Decision Reference DRN-5506200
8 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5506200 The complaint Mr and Mrs A complain about information given by Admiral Insurance (Gibraltar) Limited following a claim on their buildings insurance policy. What happened Mr and Mrs A had a buildings insurance policy with Admiral. I was sorry to hear that Mr and Mrs A’s prope... (2 pages)View decision -
Decision Reference DRN-5616746
8 Oct 2025 QIC Europe Ltd Not upheldInsuranceDRN-5616746 The complaint Mrs d complains that QIC Europe Ltd haven’t covered all her costs arising from her claim for fire damage to her house and have provided poor service. What happened Mrs d held a buildings insurance policy with QIC. In July 2022 Mrs d made a claim following her... (4 pages)View decision -
Decision Reference DRN-5704678
8 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5704678 The complaint Mr and Mrs W complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t reimburse them after they fell victim to an authorised push payment (APP) scam. What happened In October 2019, Mr and Mrs W invested £20,000 in a company I’ll call ‘D... (4 pages)View decision -
Decision Reference DRN-5669581
8 Oct 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5669581 The complaint Miss W has complained about the way that West Bay Insurance Plc handled her claim under her motor policy following an accident. What happened Miss W was involved in a road traffic accident with another driver on 6 December 2022. She maintained the accident wa... (4 pages)View decision -
Decision Reference DRN-5846770
8 Oct 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5846770 The complaint Mr C complains about incorrect quotes he believed he received from RCI Financial Services Limited trading as Mobilize Financial Services (“RCI”) when he enquired about purchasing a battery from them. What happened In July 2020, Mr C acquired a battery which wa... (3 pages)View decision -
Decision Reference DRN-5780317
8 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5780317 The complaint Mrs W, who is represented, complains that National Westminster Bank Plc (‘NatWest’) won’t reimburse funds she lost from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In August 2... (3 pages)View decision -
Decision Reference DRN-5852997
8 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5852997 The complaint Mr C complains that HSBC UK Bank Plc deleted payees from his list of saved payees. What happened In May 2025 Mr C wanted to make a payment to his mother in respect of his share of a meal out. He discovered that her details, and those of a number of other payees... (2 pages)View decision -
Decision Reference DRN-5756910
8 Oct 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5756910 The complaint Mrs S complains about end of contract charges when her agreement with Ald Automotive Limited ended. What happened In April 2021 Mrs S was supplied with a car and entered into a hire agreement with Ald Automotive. Following the return of the car in April 2025, A... (3 pages)View decision -
Decision Reference DRN-5672508
8 Oct 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5672508 The complaint Mr S complains that Metro bank PLC unfairly closed his account. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr S had an account with Metro that h... (3 pages)View decision