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 382298 results
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Decision Reference DRN-5586517
16 Jun 2025 Black Horse Limited Not upheldConsumer CreditDRN-5586517 The complaint Mr B complains that the car he acquired financed through a hire purchase agreement with Black Horse Limited ("BHL") wasn't of satisfactory quality. What happened In February 2024 Mr B acquired a used car financed by a hire purchase agreement with... (3 pages)View decision -
Decision Reference DRN-5619374
16 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5619374 The complaint Mr H complains that Revolut Ltd will not refund money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. In summary, Mr H said he made the following card payments to three merchant... (7 pages)View decision -
Decision Reference DRN-5611426
16 Jun 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5611426 The complaint A company, which I’ll refer to as T, complains that Starling Bank Limited should pay more compensation than offered so far in respect of delay processing an international payment. T’s director, Mr A, brings the complaint on T’s behalf. What happened On 5 July... (3 pages)View decision -
Decision Reference DRN-5590785
16 Jun 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5590785 The complaint Mr M complained that Tesco Underwriting Limited (“Tesco”) unfairly declined his claim for storm damage when heavy rainfall overwhelmed the guttering and caused significant internal damage to the property. Tesco was providing a home insurance policy. Mr M was re... (3 pages)View decision -
Decision Reference DRN-5558852
16 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5558852 The complaint Mr J complains that Aviva Insurance Limited (“Aviva”) declined his claim for the theft of his motorbike. What happened Mr J had an insurance policy with Aviva covering his motorbike. In the summer of 2024, Mr J went overseas for an extended period. On his retur... (2 pages)View decision -
Decision Reference DRN-5303171
16 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5303171 The complaint Mr B complains that HSBC UK Bank Plc (‘HSBC’) won’t refund him the money he lost after falling victim to a scam. What happened In 2022 Mr B saw an advert promoted by an individual (I will refer to as L in this decision) for an investment opportunity with a com... (7 pages)View decision -
Decision Reference DRN-5596812
16 Jun 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5596812 The complaint Miss R believes Mercedes-Benz Financial Services UK Ltd (MBFS) have acted irresponsibly by agreeing a conditional sale agreement she couldn’t afford to repay. Miss R has also raised concerns about the role commission played in the sale of the agreement. This c... (7 pages)View decision -
Decision Reference DRN-5607665
16 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5607665 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a breakdown insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hatchback car, made with manual transmission and first registere... (6 pages)View decision -
Decision Reference DRN-5625892
16 Jun 2025 Automobile Association Developments Limited UpheldConsumer CreditDRN-5625892 The complaint Mr D complains about issues with a car he has hired on finance with Automobile Association Developments Limited trading as Bsm (‘AAD’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here.... (6 pages)View decision -
Decision Reference DRN-5619097
16 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5619097 The complaint Mr S complained that after he sent a payment to his credit card, Clydesdale Bank Plc trading as Virgin Money was responsible for the payment incorrectly being sent a second time. What happened Mr S authorised a payment via mobile banking from his Virgin Money ... (2 pages)View decision
