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 368546 results
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Decision Reference DRN-5599191
5 Jun 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5599191 The complaint Mr A complains about the outcome of a claim about a payment dispute made to Tesco Personal Finance Limited trading as Tesco Bank. What happened In March 2024, Mr A paid £250 towards a consultation with a medical service provider, who I’ll call X. Following the ... (3 pages)View decision -
Decision Reference DRN-5592729
5 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5592729 The complaint Mr and Mrs F’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What h... (14 pages)View decision -
Decision Reference DRN-5528859
5 Jun 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5528859 The complaint Ms H complains N.I.I.B. Group Limited trading as Northridge Finance (Northridge) provided her with an unaffordable hire purchase agreement. Ms H’s complaint has been referred by a professional representative, but for ease I’ll refer to all submissions as thoug... (4 pages)View decision -
Decision Reference DRN-5592346
5 Jun 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5592346 The complaint Mr S complained that Tesco Underwriting Limited (“Tesco”) unfairly declined his claim for storm damage when strong winds blew off the felt from his flat roof and damaged the inside of his home. Tesco was providing a home insurance policy. What happened Mr S mad... (3 pages)View decision -
Decision Reference DRN-4918430
5 Jun 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4918430 The complaint Mr W complains that The Co-operative Bank Plc (‘Co-op’) hasn’t refunded the money he lost to an investment scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intent to set these out in detail here. However, I’ll pr... (6 pages)View decision -
Decision Reference DRN-5579937
5 Jun 2025 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5579937 The complaint Ms B has complained that her motor insurance broker Automobile Association Insurance Services Limited (AAIS) didn’t handle her claim properly following an accident. What happened Ms B was involved in a road traffic accident on 10 January 2023. She reported it ... (3 pages)View decision -
Decision Reference DRN-5604648
5 Jun 2025 Handelsbanken plc Not upheldMortgagesDRN-5604648 The complaint Mr and Mrs S complain that Handelsbanken plc, trading as Handelsbanken, misled them about the interest rates they have been charged on their secured loan and overdraft. They also complain that Handelsbanken wrongly treated the borrowing as unregulated. Mr and ... (5 pages)View decision -
Decision Reference DRN-5190767
5 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5190767 The complaint Miss O is unhappy that HSBC UK Bank Plc (HSBC) won’t reimburse money she lost to a scam. The complaint is brought on Miss O’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t rep... (3 pages)View decision -
Decision Reference DRN-5583829
5 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5583829 The complaint Mrs K complains that Black Horse Limited trading as Land Rover Financial Services (Land Rover) hasn’t settled the personal contract purchase (PCP) agreement she took out with it for the supply of a new car fairly. What happened In January 2020, Mrs K took out ... (5 pages)View decision -
Decision Reference DRN-5574373
5 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5574373 The complaint Miss M complains NewDay Ltd trading as Aqua (NewDay) failed to carry out affordability checks before it approved a credit card facility and subsequently increased the credit limits on that credit card account. What happened Miss M says she took out an Aqua cred... (4 pages)View decision
