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 375868 results
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Decision Reference DRN-5714662
27 Aug 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5714662 The complaint Mr B complains that Financial & Legal Insurance Company Ltd (F&L) declined a claim on his motor warranty. What happened The events are well known to both parties, so I’ve only summarised them. Mr B took out a motor warranty with F&L in July 2024. In... (3 pages)View decision -
Decision Reference DRN-5534344
27 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5534344 The complaint Mrs N is unhappy that a car supplied to her under a conditional sale agreement with Close Brothers Limited trading as Close Brothers was of an unsatisfactory quality. What happened In May 2023 Mrs N was supplied with a used car through a conditional sale agreem... (5 pages)View decision -
Decision Reference DRN-5779715
27 Aug 2025 Wirex Limited UpheldBanking and PaymentsDRN-5779715 The complaint Mr U complains that Wirex Limited closed his account with it and has not returned £530 which was remaining in it. What happened On 29 June 2024 £500 was paid from Mr U’s Wirex account to his account with a different bank. On 30 June 2024 his Wirex account was s... (2 pages)View decision -
Decision Reference DRN-5748965
27 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5748965 The complaint Mr M is unhappy with the service that he received from Lloyds Bank PLC. What happened Mr M, who suffers with his mental health, activated a new credit card with Lloyds but found that it wasn’t showing on his mobile banking app profile. Mr M contacted Lloyds via... (5 pages)View decision -
Decision Reference DRN-5332022
27 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5332022 The complaint Mrs M and Mr M complain HSBC UK Bank Plc (HSBC) didn’t do enough to protect them when they fell victim to a scam. Mrs M and Mr M are represented in this matter, but for ease of reading I will refer to Mrs M and Mr M throughout this decision. What happened Mrs M... (2 pages)View decision -
Decision Reference DRN-5767187
27 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5767187 The complaint Mr O complains about Aviva Insurance Limited’s handling of a subsidence claim made under his building insurance policy. Any reference to Aviva includes the actions of its agents. What happened Mr O holds a building insurance policy with Aviva. In November 202... (8 pages)View decision -
Decision Reference DRN-5769914
27 Aug 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5769914 The complaint Mrs M complains that Halifax Share Dealing Limited, trading as Lloyds Bank Direct Investments (“Lloyds”), wouldn’t sell one of her shareholdings. She says she wants the shares sold and the proceeds credited to her account. What happened Mrs M has an execution... (5 pages)View decision -
Decision Reference DRN-5766785
27 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5766785 The complaint Mr D complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. Mr D has referred the complaint to us via a third-party representative. For ease, in the main I’ll refer to Mr D. What happened Both parties are familiar wit... (5 pages)View decision -
Decision Reference DRN-5776843
27 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5776843 The complaint Mr H has complained that a van he acquired using a conditional sale agreement with Close Brothers Limited (“Close Brothers”) was misrepresented to him, in that there was a mileage discrepancy. What happened Mr H acquired a used Ford van in August 2021, using a... (4 pages)View decision -
Decision Reference DRN-5350069
27 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5350069 The complaint Mr S complains that Revolut Ltd – as the recipient bank, didn’t do enough to prevent his loss. What happened In December 2023 Mr S fell victim to a scam believing he was investing in a second-tier mini bond trader account with a company I’ll refer to as ‘I’. H... (4 pages)View decision
