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 381194 results
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Decision Reference DRN-5615087
10 Jun 2025 esure Insurance Limited Not upheldInsuranceDRN-5615087 The complaint Mr M’s complaint is about the rejection of a claim made under his home insurance policy with esure Insurance Limited trading as Sheilas' Wheels. What happened In January 2024, Mr M returned home after being away to find water coming through a ceiling benea... (5 pages)View decision -
Decision Reference DRN-5613245
10 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5613245 The complaint Mr C has complained about the quality of a car provided on finance by Black Horse Limited (BH). What happened BH supplied Mr C with a used car on a hire purchase agreement in October 2022. The cash price of the car was around £18,000 and it had covered around ... (6 pages)View decision -
Decision Reference DRN-5598468
10 Jun 2025 Gain Credit LLC UpheldConsumer CreditDRN-5598468 The complaint Mr P complains that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit which he couldn’t afford. What happened Mr P was granted a running credit facility by Drafty on 13 August 2022 for £2,200. This was increased to £2,600 on 29 July 2023 a... (4 pages)View decision -
Decision Reference DRN-5413725
10 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5413725 The complaint Mr S complains Lloyds Bank PLC (‘Lloyds’) hasn’t reimbursed him following an authorised push payment (‘APP’) investment scam he fell victim to. He says Lloyds should reimburse him for the money he lost. In bringing his complaint, Mr S has used the services of ... (8 pages)View decision -
Decision Reference DRN-5614490
10 Jun 2025 HMCA Insurance Ltd Not upheldInsuranceDRN-5614490 The complaint Mr P is unhappy that HMCA Insurance Ltd (HMCA) mis-sold a private medical insurance policy. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here in full. Mr P had private medical insurance from January 20... (5 pages)View decision -
Decision Reference DRN-5600488
10 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5600488 The complaint Miss B and Mr S complain about how Inter Partner Assistance SA (IPA) handled a claim against their travel insurance policy. Reference to IPA includes its agents. What happened In summary, Miss B and Mr S had a single trip travel insurance policy underwritten b... (3 pages)View decision -
Decision Reference DRN-5409247
10 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5409247 The complaint Mr B has complained about HSBC UK Bank Plc’s refusal to refund money he lost to a scam. What happened Around September 2021, Mr B became aware of a crypto investment opportunity with a company I’ll refer to as “K”. He said his partner had previously invested an... (5 pages)View decision -
Decision Reference DRN-5449171
10 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5449171 The complaint In conclusion, banks are required to support customers as described above, but won’t be liable for their spending patterns and can’t stop customers making authorised debit payments for legitimate activities such as gambling. As a consequence, there remains a hi... (3 pages)View decision -
Decision Reference DRN-5614742
10 Jun 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5614742 The complaint Mr M complains about the quality of a car he acquired under a hire purchase agreement with MotoNovo Finance Limited (MotoNovo). When I refer to what Mr M and MotoNovo said or did, it should also be taken to include things said or done on their behalf. What ha... (6 pages)View decision -
Decision Reference DRN-5606508
10 Jun 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5606508 The complaint Mr M complains about how Capital One (Europe) plc (‘Capital One’) handled his credit card account when he was in prison. Mr M would like the default relating to his Capital One account removing from his credit file, and for Capital One to pay him compensation f... (3 pages)View decision
