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 374385 results
-
Decision Reference DRN-5641974
9 Aug 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5641974 The complaint Mrs D complains that Shop Direct Finance Company Limited trading as Very (SDFC) didn’t sufficiently check she could afford to sustain a revolving credit account and subsequent credit limit increases before they agreed to lend to her. In bringing her complaint M... (3 pages)View decision -
Decision Reference DRN-5260463
9 Aug 2025 HBOS Investment Fund Managers Limited Not upheldInvestmentsDRN-5260463 The complaint The estate of the late Mrs J (the estate) complained about delays in executing an ISA transfer request they made to HBOS Investment Fund Managers Limited (HBOS) and the poor customer service they received. What happened Mr W, representing the estate says HBOS ... (3 pages)View decision -
Decision Reference DRN-5646463
8 Aug 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5646463 The complaint Mr C complains that Advantage Insurance Company Limited (‘Advantage’) declined a claim made on his home insurance policy and charged him a £500 excess. What happened In October 2024, Mr C encountered a problem with his bath not draining water away resulting in... (3 pages)View decision -
Decision Reference DRN-5542332
8 Aug 2025 esure Insurance Limited UpheldInsuranceDRN-5542332 The complaint Mr C has complained that the offer made to him by his motor insurer, esure Insurance Limited trading as esure (‘esure’), for the market value of his car was too low. What happened In January 2025 Mr C was involved in an accident which unfortunately rendered hi... (3 pages)View decision -
Decision Reference DRN-5712345
8 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5712345 The complaint Mr K and Mrs N’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) an... (23 pages)View decision -
Decision Reference DRN-5216114
8 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5216114 The complaint Mrs S complains that Revolut Ltd has declined to reimburse payments that she made as part of an investment scam. What happened As the parties are familiar with the facts of this case, I’ll summarise them briefly. Mrs S responded to an advert about investing on ... (4 pages)View decision -
Decision Reference DRN-5392632
8 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5392632 The complaint Mr M complains HSBC UK Bank Plc unfairly blocked and then closed his account. What happened Mr M held a personal account and business account with HSBC. This complaint concerns his personal account. In April 2024 HSBC restricted Mr M’s personal account and exp... (3 pages)View decision -
Decision Reference DRN-5471813
8 Aug 2025 Northern Bank Limited UpheldBanking and PaymentsDRN-5471813 The complaint Ms M complains Northern Bank Limited trading as Danske Bank won’t refund money she lost after she was a victim of an impersonation scam. What happened The details of this complaint are well-known to both sides, so I won’t repeat them at length here. In summary,... (5 pages)View decision -
Decision Reference DRN-5277160
8 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5277160 The complaint Mr R complains that Barclays Bank (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of th... (4 pages)View decision -
Decision Reference DRN-5744601
8 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5744601 The complaint Miss D, who is represented by a third party, complains MotoNovo Finance Limited (“MotoNovo”), irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In February 2018, Miss D acquired a car financed by a hire purchase ag... (3 pages)View decision
