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 374385 results
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Decision Reference DRN-5079369
25 Feb 2025 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-5079369 The complaint Mr M has complained Virgin Media Mobile Finance Limited is holding him liable for a credit agreement he didn’t take out. What happened In April 2024 Mr M received a letter from a debt collection agency about a debt. He complained to Virgin Media that there appe... (2 pages)View decision -
Decision Reference DRN-5296395
25 Feb 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5296395 The complaint Mr and Mrs C complain that HSBC UK Bank Plc has unfairly reduced the borrowing limit of their HomeOwner Reserve (“HOR”) account (a form of mortgage current account) to zero and closed their account without notice. What happened Mr and Mrs C had a HOR account wi... (8 pages)View decision -
Decision Reference DRN-5354204
25 Feb 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5354204 The complaint Ms H complained about Hargreaves Lansdown Asset Management Limited (“HL”). She said she had trouble selling her shares online. She said if she didn’t encounter the problems with HL’s app and online portal she would have received more back. She would like HL to ... (8 pages)View decision -
Decision Reference DRN-5286489
25 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5286489 The complaint Mrs J complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs J has explained that in December 2023 she ... (4 pages)View decision -
Decision Reference DRN-5302390
25 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5302390 The complaint Mrs S has complained that AXA Insurance UK Plc won’t settle a claim for repairs by way of a cash settlement under her car insurance policy. What happened Mrs S raised a previous complaint with AXA and brought that complaint to this service. In summary her compl... (2 pages)View decision -
Decision Reference DRN-5045342
25 Feb 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5045342 The complaint Mr M has complained J D Williams & Company Limited, trading as Jacamo, is holding him liable for a debt for a catalogue account he didn’t take out. What happened Mr M started getting letters from a debt collection agency about an outstanding debt of over £1... (2 pages)View decision -
Decision Reference DRN-5295183
25 Feb 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5295183 The complaint Mrs F complains about Ageas Insurance Limited’s handling of car insurance claim. All references to Ageas also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I... (2 pages)View decision -
Decision Reference DRN-5278127
25 Feb 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5278127 The complaint Ms D complains that Loans 2 Go Limited (L2G) acted irresponsibly when they agreed to lend to her. In bringing her complaint Ms D is represented by a third party. For ease of reading, I will only refer to Ms D in my decision. What happened In September 2021 Ms D... (3 pages)View decision -
Decision Reference DRN-5164939
25 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5164939 The complaint Mr T has complained about the quality of a car provided on finance by MotoNovo Finance Limited (MotoNovo). What happened MotoNovo supplied Mr T with a new car on a hire purchase agreement in February 2023. The cash price of the car was around £24,000 and it had... (4 pages)View decision -
Decision Reference DRN-5018661
25 Feb 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5018661 The complaint Mr M has complained about a transfer of their Scottish Equitable Plc trading as Aegon personal pension to a Greyfriars Self Invested Personal Pension (SIPP) in April 2014. Mr M says he was initially offered a free review of his pension which led to an introduct... (7 pages)View decision
