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 369228 results
-
Decision Reference DRN-5614930
10 Jun 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5614930 The complaint Mr K is unhappy with the car he acquired under the hire purchase agreement with Zopa Bank Limited (Zopa). When I refer to what Mr K and Zopa have said or did, it should also be taken to include things said or done on their behalf. What happened On 4 February ... (6 pages)View decision -
Decision Reference DRN-5615081
10 Jun 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5615081 The complaint Mr B complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out adequate due diligence on the Prosperity Ivy League Globeworks Limited (‘PILGL’) investment before accepting his application to invest his self-invested personal pension (‘SI... (18 pages)View decision -
Decision Reference DRN-5248204
10 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5248204 Complaint Mr Y is unhappy that HSBC UK Bank Plc hasn’t refunded him after he fell victim to a scam. Background The facts of this case are well known to both parties and were set out at length in the Investigator's view. I don't intend to repeat them here in that l... (4 pages)View decision -
Decision Reference DRN-5291736
10 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5291736 The complaint Mr D complains American Express Services Europe Limited has acted unfairly by not refunding a payment he made using his credit card. What happened In January 2024 Mr D purchased an item of jewellery online, from a company I’ll refer to as C. He paid £4,900 usin... (5 pages)View decision -
Decision Reference DRN-5615087
10 Jun 2025 esure Insurance Limited Not upheldInsuranceDRN-5615087 The complaint Mr M’s complaint is about the rejection of a claim made under his home insurance policy with esure Insurance Limited trading as Sheilas' Wheels. What happened In January 2024, Mr M returned home after being away to find water coming through a ceiling benea... (5 pages)View decision -
Decision Reference DRN-5613245
10 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5613245 The complaint Mr C has complained about the quality of a car provided on finance by Black Horse Limited (BH). What happened BH supplied Mr C with a used car on a hire purchase agreement in October 2022. The cash price of the car was around £18,000 and it had covered around ... (6 pages)View decision -
Decision Reference DRN-5598468
10 Jun 2025 Gain Credit LLC UpheldConsumer CreditDRN-5598468 The complaint Mr P complains that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit which he couldn’t afford. What happened Mr P was granted a running credit facility by Drafty on 13 August 2022 for £2,200. This was increased to £2,600 on 29 July 2023 a... (4 pages)View decision -
Decision Reference DRN-5413725
10 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5413725 The complaint Mr S complains Lloyds Bank PLC (‘Lloyds’) hasn’t reimbursed him following an authorised push payment (‘APP’) investment scam he fell victim to. He says Lloyds should reimburse him for the money he lost. In bringing his complaint, Mr S has used the services of ... (8 pages)View decision -
Decision Reference DRN-5614490
10 Jun 2025 HMCA Insurance Ltd Not upheldInsuranceDRN-5614490 The complaint Mr P is unhappy that HMCA Insurance Ltd (HMCA) mis-sold a private medical insurance policy. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here in full. Mr P had private medical insurance from January 20... (5 pages)View decision -
Decision Reference DRN-5600488
10 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5600488 The complaint Miss B and Mr S complain about how Inter Partner Assistance SA (IPA) handled a claim against their travel insurance policy. Reference to IPA includes its agents. What happened In summary, Miss B and Mr S had a single trip travel insurance policy underwritten b... (3 pages)View decision
