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 369227 results
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Decision Reference DRN-5624315
13 Jun 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5624315 The complaint Mr M complains about the quality of a used car he acquired from Close Brothers Limited (“Close Brothers”). What happened Mr M entered into a conditional sale agreement with Close Brothers for the supply of a used car on 18 March 2023. The car was around 6.5 yea... (4 pages)View decision -
Decision Reference DRN-5354992
13 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5354992 The complaint The estate of the late Mr H complains that Revolut Ltd failed to stop Mr H from being the victim of a scam. The estate is being represented by a claims management company, but for ease of reading I’ll refer to the estate and late Mr H in my decision. What hap... (3 pages)View decision -
Decision Reference DRN-5623611
13 Jun 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5623611 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (22 pages)View decision -
Decision Reference DRN-5624221
13 Jun 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5624221 The complaint Mrs C is unhappy with the service she received from Inter Partner Assistance SA when she made a claim on her travel insurance policy. What happened Mrs C had an accident which caused her to cancel a holiday. She claimed on her travel insurance policy. She is un... (2 pages)View decision -
Decision Reference DRN-5318126
13 Jun 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5318126 The complaint Mr D, through his representative, complains that Loans 2 Go Limited lent to him when he could not afford it and so lent to him irresponsibly. What happened Mr D took two loans. The table gives a summary. Loan Approved Amount and term Repayment terms Status 1 3 ... (4 pages)View decision -
Decision Reference DRN-5561199
13 Jun 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5561199 The complaint Mr K complains that HSBC UK Bank Plc unfairly defaulted his personal loan and his credit card. What happened Mr K held a personal loan and a credit card account with HSBC. Around July 2024, Mr K was made redundant from his job; he told HSBC about this shortly ... (3 pages)View decision -
Decision Reference DRN-5606996
13 Jun 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5606996 The complaint Mr S has complained about the way in which the price of UK Treasury Gilts was displayed on the Halifax Share Dealing trading as IWeb Share Dealing (“IWeb”) platform. He has said this led to him purchasing the incorrect amount of shares initially and then incurr... (4 pages)View decision -
Decision Reference DRN-5624053
13 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5624053 The complaint Mrs D and Mr V have complained that AXA Insurance UK Plc unfairly rejected a claim under their home insurance policy. As Mr V has been the main correspondent on the complaint, I will refer only to him in this decision. What happened Mr V says that during a stor... (4 pages)View decision -
Decision Reference DRN-5616088
13 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5616088 The complaint Mr P complains that Admiral Insurance (Gibraltar) Limited undervalued his car when it settled a claim on his motor insurance policy. What happened Mr P’s car was damaged in an accident. He claimed on his policy. Admiral decided the car was a total loss. It said... (3 pages)View decision -
Decision Reference DRN-5593858
13 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5593858 The complaint Mr B complains about the service provided by TSB Bank plc (TSB) when he wanted to move money between his TSB accounts and the payment was repeatedly blocked. To put things right Mr B would like TSB to pay him more substantial financial redress than it has done... (4 pages)View decision
