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-5922896
3 Nov 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5922896 The complaint Mr D complains that he wasn’t able to open an account with Zilch Technology Limited (Zilch) because his phone number had been associated with another account that he didn’t open. What happened Mr D says that he tried to open an account with Zilch but couldn’t c... (3 pages)View decision -
Decision Reference DRN-5922258
3 Nov 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5922258 The complaint Miss I argues J D Williams & Company Limited acted unfairly by agreeing a catalogue shopping account with a limit she couldn’t afford to repay. What happened In August 2023 J D Wiliiams gave Miss I a catalogue shopping account with a £500 limit. Miss I argu... (4 pages)View decision -
Decision Reference DRN-5577499
3 Nov 2025 Society of Lloyd's Not upheldInsuranceDRN-5577499 The complaint Mr D complains about the handling of his buildings insurance claim by Society of Lloyd’s (‘SoL’). Any reference to SoL includes its agents and the insurer that underwrote the policy. What happened SoL provides buildings insurance cover for a multi-occupancy p... (4 pages)View decision -
Decision Reference DRN-5630794
3 Nov 2025 HARVEY WATER SOFTENERS LIMITED Not upheldConsumer CreditDRN-5630794 The complaint Mr K complaints that the water softener he acquired from Harvey Water Softeners Limited (HWS) became defective prematurely and began to leak. This caused significant damage to his kitchen. Mr K has brought this complaint through a representative, but for ease o... (3 pages)View decision -
Decision Reference DRN-5902006
3 Nov 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5902006 The complaint Mrs T complains about Vanquis Bank Limited’s handling of her Data Subject Access Request (DSAR) What happened In February 2025, Mrs T submitted a DSAR to Vanquis and then complained to us later the same month as it hadn’t provided her with the information reque... (2 pages)View decision -
Decision Reference DRN-5299942
3 Nov 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5299942 The complaint T and Mrs B complain that Hargreaves Lansdown Asset Management Limited (HLAM) delayed the transfer of investment funds into the beneficiary’s account and mishandled the process. What happened Two trust accounts were set up with a beneficial interest for two mi... (3 pages)View decision -
Decision Reference DRN-5883723
3 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5883723 The complaint Mr A and Ms B complain that Great Lakes Insurance UK Limited didn’t pay a claim under their travel insurance policy. What happened Mr A and Ms B bought a single trip travel insurance policy on 25 May 2025 to cover their family for a trip between 25 May and 1 J... (3 pages)View decision -
Decision Reference DRN-5583769
3 Nov 2025 IG Trading and Investments Limited Not upheldInvestmentsDRN-5583769 The complaint Mr P complains IG Trading and Investments Limited trading as IG (‘IG’) allowed him to trade when it shouldn’t have and so caused him a financial loss. What happened Mr P had a number of accounts with IG including accounts for spreadbetting and trading contracts... (3 pages)View decision -
Decision Reference DRN-5764703
3 Nov 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5764703 The complaint Mr F is unhappy that a car supplied to him under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened In May 2024, Mr F was supplied with a used car through a hire purchase agreement with Startline. He ... (3 pages)View decision -
Decision Reference DRN-5922124
3 Nov 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5922124 The complaint M complains that The Co-operative Bank Plc (Co-Op) won’t refund money it lost to a scam. Mr A is the director of M. M and Mr A are represented by a firm. For ease, I have mostly referred to Mr A in my decision. What happened The background to this complaint is ... (3 pages)View decision
