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 381195 results
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Decision Reference DRN-5617138
12 Jun 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5617138 The complaint Mr E has complained about the way Zurich Insurance Company Ltd handled a claim he made under his buildings insurance policy for subsidence. Reference to Mr E or Zurich includes their respective agents and representatives. What happened The circumstances aren’... (5 pages)View decision -
Decision Reference DRN-5212954
12 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5212954 The complaint Mr W complains that Bank of Scotland plc, trading as Halifax, won’t reimburse him for payments he made to a scam. Mr W’s complaint is brought by a professional representative but for ease I will refer only to Mr W in this decision. What happened The detailed ba... (4 pages)View decision -
Decision Reference DRN-5286636
12 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5286636 The complaint Mr and Mrs C complain that Bank of Scotland plc, trading as Halifax, won’t refund the money they lost when they were the victims of what they feel was a scam. What happened Sometime around August 2022, a family member told Mr and Mrs C about an opportunity the... (7 pages)View decision -
Decision Reference DRN-5619555
12 Jun 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5619555 The complaint Mr D complains about a car supplied to him using a conditional sale agreement taken out with Hyundai Capital UK Limited (“Hyundai”). What happened In July 2024, Mr D acquired a used car using a conditional sale agreement with Hyundai. The car was around five y... (4 pages)View decision -
Decision Reference DRN-5473332
12 Jun 2025 Guavapay Limited UpheldBanking and PaymentsDRN-5473332 The complaint Miss M complains that Guavapay Limited unfairly restricted her account and withheld some of her funds after deciding to close the account. What happened Around September last year, Guavapay decided to restrict Miss M’s account and later in October, it closed th... (3 pages)View decision -
Decision Reference DRN-5619506
12 Jun 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5619506 The complaint Miss M complains Capquest Debt Recovery Ltd trading as Erudio Student Loans failed to correctly defer her student loans, leading to arrears outstanding. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’... (4 pages)View decision -
Decision Reference DRN-5616440
12 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5616440 The complaint U, a limited company, complains HSBC UK Bank Plc closed its account, returned a refund and won’t pay it the proceeds. U is represented by Mr G, a director. What happened U wasn’t trading, and HSBC contacted it to carry out a safeguarding, or know your custome... (5 pages)View decision -
Decision Reference DRN-5596587
12 Jun 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5596587 The complaint Mr K complains about the administration of a hire purchase agreement he had with STARTLINE MOTOR FINANCE LIMITED (‘Startline’). Mr K says a default was incorrectly registered against him, and he was given incorrect information about the default process. What h... (5 pages)View decision -
Decision Reference DRN-5426670
12 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5426670 The complaint Ms A complains about how U K Insurance Limited (UKI) handled a claim under her motor insurance policy, following an accident. References to UKI in this decision include their agents. This decision covers Ms A’s complaint brought to this Service in November 20... (3 pages)View decision -
Decision Reference DRN-5619489
12 Jun 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5619489 The complaint Miss W complains Lowell Portfolio I Ltd are: Asking her to repay an amount of debt which is wrong Wrote to an address after she’d asked them not to Requested a Subject Access Request (SAR) which wasn’t completed in time or correctly What happened I issued... (4 pages)View decision
