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 365360 results
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Decision Reference DRN-5472002
16 Apr 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5472002 The complaint Mr C complains that Frasers Group Financial Services Limited trading as Studio acted irresponsibly by agreeing to open a catalogue account and to provide subsequent credit limit increases. In bringing his complaint Mr C is represented by a third party. For ease... (4 pages)View decision -
Decision Reference DRN-5366238
16 Apr 2025 Wakam Not upheldInsuranceDRN-5366238 The complaint Mr and Mrs C are unhappy their claim for storm damage has been unfairly declined by Wakam, who were providing cover under a home insurance policy. What happened Mr and Mrs C made a claim to Wakam when heavy rainfall penetrated their roof causing damage internal... (3 pages)View decision -
Decision Reference DRN-5484461
16 Apr 2025 Motability Operations Limited Not upheldInsuranceDRN-5484461 The complaint Mr K complains about the service he had from Motability Operations Limited (“Motability”) and that it wouldn’t offer him compensation or a gesture of goodwill. What happened Mr K leased a car from Motability. His car was taken for service to a main dealer. When... (2 pages)View decision -
Decision Reference DRN-4990202
16 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4990202 The complaint Ms K complains that Revolut Limited (‘Revolut’) won’t refund the money she lost when she fell victim to a job scam. What happened Ms K says that she was contacted on a text messaging platform about a job opportunity. She began to receive messages from someone I... (4 pages)View decision -
Decision Reference DRN-5452436
16 Apr 2025 London and Country Mortgages Ltd UpheldMortgagesDRN-5452436 The complaint Mr and Mrs E complain that London and Country Mortgages Ltd (“L&C”) didn’t perform a rate check on the mortgage before they took out a new mortgage product. What happened Mr and Mrs E have a mortgage with a lender. Their broker was L&C. The mortgage is ... (3 pages)View decision -
Decision Reference DRN-5097367
16 Apr 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5097367 The complaint Mr T complained that Capital professional Limited trading as Ascot Lloyd (Ascot Lloyd) has been deducting ongoing charges from his pension fund while not providing the appropriate services. He would like the charges he has paid to be refunded . What happened I... (4 pages)View decision -
Decision Reference DRN-5415928
16 Apr 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceThe complaint Mr H complains about Accredited Insurance (Europe) Ltd (‘Accredited’) declining a claim he made on his home insurance policy in addition to delays in it reviewing a report he provided. What happened In November 2022 Mr H made a claim on his home insurance policy following dam... (4 pages)View decision -
Decision Reference DRN-5469425
16 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5469425 The complaint Miss M says HSBC UK Bank PLC (“HSBC”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known by both parties, so I won’t repeat them in detail here. In short, Miss M says she... (3 pages)View decision -
Decision Reference DRN-5303876
16 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5303876 The complaint Miss K complains that she was misled by Bank of Scotland plc trading as Halifax on the level of borrowing needed when she completed a porting application leaving her with a shortfall. What happened Miss K took out a mortgage with Halifax in 2015 for £36,900 for... (2 pages)View decision -
Decision Reference DRN-4828601
16 Apr 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-4828601 The complaint Mrs M complains Lloyds Bank PLC trading as MBNA is holding her liable for a loan which she says was taken out fraudulently in her name. What happened Around September 2023 Mrs M came across a company, C, claiming to offer a low-risk investment opportunity. She ... (3 pages)View decision
