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 392389 results
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Decision Reference DRN-5725964
10 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5725964 The complaint Miss H1 and Miss H2 complain about the settlement offered by U K Insurance Limited trading as Privilege Home Insurance (‘UKI’) under their buildings insurance policy. What happened Miss H1 and Miss H2 hold buildings insurance cover with UKI. They made a claim ... (5 pages)View decision -
Decision Reference DRN-5697061
10 Sep 2025 Hiscox Underwriting Limited Not upheldInsuranceDRN-5697061 The complaint M, a company, complains about a claim it made on its Hiscox Underwriting Limited (‘Hiscox’) business protection policy. M says Hiscox treated it unfairly. M’s complaint is brought by Mr M, but I shall refer to all of his submissions as if they have been made by... (4 pages)View decision -
Decision Reference DRN-5250993
10 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5250993 The complaint Mr B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) hasn’t reimbursed him after he was sold a faulty car. What happened Mr B found an advert for a second-hand car on a popular car sales website. He arranged to meet with the seller n... (3 pages)View decision -
Decision Reference DRN-5802536
10 Sep 2025 Motability Operations Limited UpheldConsumer CreditDRN-5802536 The complaint Miss L is unhappy that Motability Operations Limited (MOL) terminated her hire agreement and issued a sanction preventing her from applying to the scheme for a certain period of time. When I refer to what Miss L and/or MOL said or did, it should also be taken ... (4 pages)View decision -
Decision Reference DRN-5618426
10 Sep 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5618426 The complaint Ms P complains that Vanquis Bank Limited lent to her irresponsibly. What happened On 1 April 2022, Ms P applied for and received a loan from Vanquis. It was agreed on the following terms: Amount Term Monthly repayment Total payable £4,00024 months £209.03 £5,0... (3 pages)View decision -
Decision Reference DRN-5792578
10 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5792578 The complaint Mr W complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost when he fell victim to an investment scam. What happened In February 2021, following an introduction by the director of a company he used to work for, Mr W made a payment of £20,000 from ... (9 pages)View decision -
Decision Reference DRN-4738811
10 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4738811 The complaint Mr S complains about a reviewable whole of life (RWOL) policy he holds with Aviva Life and Pensions UK Limited. He’s unhappy with the outcome of a policy review held in 2022 What happened Mr S has held the policy since 1989, it initially provided a sum assured ... (4 pages)View decision -
Decision Reference DRN-5683787
10 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5683787 The complaint Mr A complained because Bank of Scotland plc, trading as Halifax, refused to refund him for transactions he said he hadn’t authorised. What happened In the evening of 23 December 2024, Mr A rang Halifax and said that he hadn’t been able to find his card since ... (5 pages)View decision -
Decision Reference DRN-5741975
10 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5741975 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr B applied for an Aqua credit card in April 2021. In his application, Mr B said he was employed... (4 pages)View decision -
Decision Reference DRN-5751617
10 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5751617 The complaint Miss K complains that a car she acquired through a conditional sale agreement financed by Close Brothers Limited trading as Close Brothers Motor Finance (‘Close Brothers’) is of unsatisfactory quality. She also says the car was mis-sold to her because it was ad... (4 pages)View decision