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 401363 results
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Decision Reference DRN-5754678
6 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5754678 The complaint Mr L complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he fell victim to a scam. What happened The facts of the case are known to all parties and were set out in the investigator’s view, so I’ll only cover them briefly here. Mr L w... (6 pages)View decision -
Decision Reference DRN-5528864
6 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5528864 The complaint Mr W complains that Capital One (Europe) plc are pursuing him for a credit card debt that he says he’s had no involvement in. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of th... (3 pages)View decision -
Decision Reference DRN-5931040
5 Nov 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5931040 The complaint Ms T and Mrs H have complained in their capacity as executors of the late Ms G’s estate, that Greak Lakes Insurance SE (“Great Lakes”) unfairly declined a claim made under a building insurance policy, following significant water damage to a rental property whic... (3 pages)View decision -
Decision Reference DRN-5873390
5 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5873390 THE COMPLAINT Mr B complains that American Express Services Europe Limited (“Amex”) will not reimburse him money he says he lost when he fell victim to a scam. Mr B is represented by Refundee in this matter. However, where appropriate, I will refer to Mr B solely in this d... (4 pages)View decision -
Decision Reference DRN-5863584
5 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5863584 The complaint Miss R complains how Admiral Insurance (Gibraltar) Limited (Admiral) handled a refund after she cancelled a motor insurance policy. What happened The details of Miss R’s complaint are well known to both parties, so I’ll briefly summarise what happened: • Miss R... (2 pages)View decision -
Decision Reference DRN-5755156
5 Nov 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5755156 The complaint Miss S complains that a loan from Oakbrook Finance Limited was unaffordable for her and was irresponsibly granted. What happened Miss S applied to Oakbrook Finance for a loan in April 2025 and she entered into a fixed sum loan agreement for a loan of £3,550, re... (3 pages)View decision -
Decision Reference DRN-5618729
5 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5618729 The complaint Mr O complains that Nationwide Building Society (“Nationwide”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr O has explain... (2 pages)View decision -
Decision Reference DRN-5858156
5 Nov 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5858156 The complaint Mr R complains that the premium for a motorcycle insurance policy quoted by Adrian Flux Insurance Services Group trading as Bikesure Insurance Services (Bikesure) increased significantly from the original premium quoted by a price comparison website. What happe... (2 pages)View decision -
Decision Reference DRN-5914715
5 Nov 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5914715 The complaint Mr K complains that a car that was supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Mr K under a hire purchase agree... (3 pages)View decision -
Decision Reference DRN-5921745
5 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5921745 The complaint Mr S complains that a car that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr S under a hire purchase agreement with MotoNovo Finance that he electron... (4 pages)View decision