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 366874 results
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Decision Reference DRN-5450677
15 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5450677 The complaint Mrs S has complained about the service provided by UK Insurance Limited (‘UKI’) under her home emergency insurance policy. For the avoidance of doubt, the term ‘UKI’ includes reference to UKI’s agents and contractors for the purposes of this decision. What hap... (3 pages)View decision -
Decision Reference DRN-5431312
15 May 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5431312 The complaint Mr S complains that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out the appropriate affordability checks. For ease, in my decision I will refer to Mr S when talking about him or his representative. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-5561923
15 May 2025 First Central Underwriting Limited UpheldInsuranceDRN-5561923 The complaint Mr S complained that his car insurance policy was cancelled by First Central Underwriting Limited. What happened Mr S took out a car insurance policy with FCUL which started in June 2023. Mr S added two named drivers to the policy. One of the named drivers had ... (4 pages)View decision -
Decision Reference DRN-5512876
15 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5512876 The complaint Mr P complains about the customer service he received from Lloyds Bank PLC when he notified it about a possible scam payment he had made. What happened Mr P has advised us that he is blind, and that Lloyds is aware of this. In November 2023 he called Lloyds as ... (2 pages)View decision -
Decision Reference DRN-5456613
15 May 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5456613 The complaint Mr A complains that Capital One (Europe) plc reported incorrect information on his credit file. What happened Mr A says Capital One reported a missed payment on his credit file in December 2024. He says he has consistently contested this and the damage to his ... (2 pages)View decision -
Decision Reference DRN-5121030
15 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5121030 The complaint Mr W complains that HSBC UK Bank Plc won’t refund the money he says he lost to a scam. What happened Mr W engaged the services of a roofer – who I’ll call A – to do some work at his property. Mr W had initially been introduced to A by another contractor who wa... (3 pages)View decision -
Decision Reference DRN-5311796
15 May 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5311796 The complaint Ms F complains about the administration of a conditional sale agreement she had with Santander Consumer (UK) Plc (‘Santander’). Ms F says that Santander didn’t tell her that it refinanced her loan, and altered the term and the amounts owed, after a period when ... (3 pages)View decision -
Decision Reference DRN-5508366
15 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5508366 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (23 pages)View decision -
Decision Reference DRN-5370514
15 May 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5370514 The complaint Ms K and Mr N complain that The Royal Bank of Scotland Plc (RBS) has not refunded the money they lost to what they believe was a scam. Ms K and Mr N are represented in this complaint by a solicitor, but for simplicity I have referred to Ms K and Mr N throughou... (3 pages)View decision -
Decision Reference DRN-5511252
15 May 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5511252 The complaint Mr N complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“Audi”) didn’t check his finances to ensure the loan was affordable for him. What happened In February 2023, Audi provided Mr N with a hire purchase agreement fo... (5 pages)View decision
