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 381196 results
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Decision Reference DRN-5050226
1 Apr 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5050226 The complaint Mr B is unhappy that Marks & Spencer Financial Services Plc (“M&S”) declined his Section 75 claim. What happened Mr B purchased a new kitchen from a well-known kitchen supplier and paid the deposit for the purchase on his M&S credit card. After the ... (2 pages)View decision -
Decision Reference DRN-5431638
1 Apr 2025 Tesco Personal Finance Limited UpheldConsumer CreditDRN-5431638 The complaint Mrs O is unhappy that Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’) reported a late payment to her credit file after she closed her credit card account. She’d like the marker removed from her credit file and compensation for the distress and i... (5 pages)View decision -
Decision Reference DRN-5402258
1 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5402258 The complaint Mr J and Mrs J have complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under a home insurance policy. References to RSA include contractors and companies acting on its behalf. What happened Mr J and Mrs J contacted RSA to... (2 pages)View decision -
Decision Reference DRN-5417324
1 Apr 2025 Home Retail Group Card Services Limited Not upheldBanking and PaymentsDRN-5417324 The complaint Miss G’s complaint is that Home Retail Group Card Services Limited trading as Argos Card (and referred to here as Argos) acted irresponsibly when it increased the limit on her credit card in August 2018 and March 2019. Miss G says Argos failed to carry out appr... (3 pages)View decision -
Decision Reference DRN-5375747
1 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5375747 The complaint Mrs D and Mr D complain Admiral Insurance (Gibraltar) Limited (Admiral) have declined the claim they made under their home insurance policy. As Mrs D has been leading in this complaint, and for ease, I’ve referred to her throughout. What happened The details of... (3 pages)View decision -
Decision Reference DRN-4996546
1 Apr 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4996546 The complaint Miss H complains that a car she acquired under a hire purchase agreement through MotoNovo Finance Limited was of unsatisfactory quality. What happened In July 2022, Miss H was supplied with a used car through a hire purchase agreement with MotoNovo. The cash pr... (3 pages)View decision -
Decision Reference DRN-5341761
1 Apr 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5341761 The complaint Mrs P has complained that West Bay Insurance Plc wouldn’t pay her claim for vet fees for her dog under her pet policy. West Bay includes all its agents. What happened Mrs P insured her dog under a time limited policy with West Bay. This meant she could claim ... (3 pages)View decision -
Decision Reference DRN-5319248
1 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5319248 The complaint Mrs and Mr B complain that Nationwide Building Society are facilitating unauthorised use of their account by setting up a direct debit without obtaining a signed mandate from them. What happened Mrs and Mr B previously paid for a service provided by their loca... (2 pages)View decision -
Decision Reference DRN-5413032
1 Apr 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5413032 The complaint Mrs D and Mr D complain about Advantage Insurance Company Limited (“AIC”) and the decision to decline the claim they made on their contents insurance policy. Mr D has acted as the main representative during the claim and complaint process. So, for ease of refer... (4 pages)View decision -
Decision Reference DRN-5446642
1 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5446642 The complaint Mr R complains HSBC UK Bank Plc allowed a £60 transaction to leave his account despite him entering an incorrect Card Verification Code (CVC). What happened I sent the parties a provisional decision in March 2025, in which I set out the following background inf... (3 pages)View decision
