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 392389 results
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Decision Reference DRN-5688029
6 Aug 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5688029 The complaint Mr B and Mrs B have complained that Ageas Insurance Limited (Ageas) unfairly declined a claim under their home insurance policy. As Mr B seemed to deal with the claim and complaint, for ease, I will normally only refer to him. References to Ageas include compa... (3 pages)View decision -
Decision Reference DRN-5599317
6 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5599317 The complaint Mr C is unhappy with HSBC Bank UK Plc. Mr C said he has a gambling addiction and suffers with his mental health. He was left some inheritance money and spent all the money within a few days on gambling. He said the amounts being spent should have flagged with H... (3 pages)View decision -
Decision Reference DRN-5366448
6 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5366448 The complaint Mr P is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, was misrepresented to him. What happened In July 2023, Mr P was supplied with a used car through a conditional s... (3 pages)View decision -
Decision Reference DRN-5548288
6 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5548288 The complaint Mr K complains that a used car he acquired through a conditional sale agreement financed by Close Brothers Limited (‘Close Brothers’) is of unsatisfactory quality. What happened In February 2024 Mr K took out a conditional sale agreement to cover the cost of a... (6 pages)View decision -
Decision Reference DRN-5501181
6 Aug 2025 Arnold Clark Automobiles Limited UpheldConsumer CreditDRN-5501181 The complaint Mr A complained that hard credit searches were carried out after he contacted Arnold Clark Automobiles Limited (“ACAL”) to enquire about arranging finance on a car. What happened The circumstances of the complaint are well known to both parties. So, I won’t re... (3 pages)View decision -
Decision Reference DRN-5425173
6 Aug 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5425173 The complaint Miss A complains about a car supplied under a hire purchase agreement, provided by Tandem Motor Finance Limited (‘TMF’). What happened Around July 2024 Miss A acquired a used car under a hire purchase agreement with TMF. The car is listed with a cash price of ... (4 pages)View decision -
Decision Reference DRN-5253249
6 Aug 2025 Freetrade Limited UpheldInvestmentsDRN-5253249 The complaint Mrs B complains Freetrade Limited failed to stop an unauthorised third party accessing her account. She holds the firm responsible for her resulting losses. What happened Mrs B holds a share dealing account with Freetrade. Her personal email address forms part... (8 pages)View decision -
Decision Reference DRN-5619915
6 Aug 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5619915 The complaint Ms E complains that Scottish Equitable Plc trading as Aegon (“Aegon”) has failed to treat her fairly in relation to her pension savings. In particular she complains that Aegon failed to make her aware she might be able to take her pension benefits early due to ... (5 pages)View decision -
Decision Reference DRN-5029074
6 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5029074 The complaint Mr N complains that Lloyds Bank PLC failed to protect him at a time he was falling victim to a scam and that it hasn’t refunded him since that scam was reported. What happened The background to this complaint is well-known to all parties and so I’ll only summar... (4 pages)View decision -
Decision Reference DRN-5693879
6 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5693879 The complaint Mr M complains that Barclays Bank UK PLC, trading as Barclaycard, advertised a credit card as offering cashback but when he used the card he didn’t receive the cashback that he was expecting. What happened I issued a provisional decision on this complaint in Ju... (4 pages)View decision