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-5919264
3 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5919264 The complaint Mr H complains that HSBC UK Bank Plc (“HSBC”) unfairly lodged a Cifas marker against him. What happened Mr H applied for an account with HSBC. They processed the application and issued a card. But, shortly after, they told Mr H they were closing the account. H... (5 pages)View decision -
Decision Reference DRN-5922603
3 Nov 2025 Topaz Finance Limited UpheldMortgagesDRN-5922603 The complaint This complaint is about two buy-to-let (BTL) mortgages Mrs D holds with Topaz Finance Limited trading as Rosinca Mortgages (Rosinca). Both mortgages are in arrears. The complaint relates primarily to how Rosinca has dealt with Mrs D’s requests for help in tryin... (4 pages)View decision -
Decision Reference DRN-5775613
3 Nov 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5775613 The complaint Mr C is unhappy that a car supplied to him under a hire purchase agreement with First Response Finance Limited was of an unsatisfactory quality. What happened On 11 February 2025, Mr C was supplied with a new/used car through a hire purchase agreement with Fir... (4 pages)View decision -
Decision Reference DRN-5729871
3 Nov 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5729871 The complaint Mr S and Mrs S have complained about the level of settlement paid by Accredited Insurance (Europe) Ltd (‘Accredited’) under their home insurance policy following a burglary at their home. What happened In January 2024, Mr S and Mrs S sadly suffered a burglary a... (3 pages)View decision -
Decision Reference DRN-5810488
3 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5810488 The complaint Miss A complains about a car supplied to her using a hire purchase agreement taken out with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“BMWFS”). What happened In July 2024, Miss A acquired a used car using a hire purchase agreem... (5 pages)View decision -
Decision Reference DRN-5718163
3 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5718163 The complaint Mr K has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In summary, in 2022 a close friend introduced Mr K to an investment manager, who in turn recommended him to an international investment p... (3 pages)View decision -
Decision Reference DRN-5922957
3 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5922957 The complaint Miss G complains that Revolut Ltd won’t refund money she lost when she was a victim of a job scam. Miss G is represented, however, to keep things simple, I’ll refer to Miss G throughout my decision. What happened The background to this complaint is well known t... (6 pages)View decision -
Decision Reference DRN-5912251
3 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5912251 The complaint Ms L is being represented by solicitors. She’s complaining about Lloyds Bank PLC because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms L fell victim to a cruel romance scam after she met someone online. Between June 2019 and... (3 pages)View decision -
Decision Reference DRN-5773278
3 Nov 2025 Wescot Credit Services Limited Not upheldConsumer CreditDRN-5773278 The complaint Mrs and Mr H complain Wescot Credit Services Limited are asking them to repay a historic debt. Mrs H has referred the complaint to us, so I’ve mainly referred to her in this decision. What happened As I understand it, an account in Mrs and Mr H’s name is held b... (2 pages)View decision -
Decision Reference DRN-5725021
3 Nov 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5725021 The complaint Miss S complains about the statements PRA Group (UK) Limited have given her for the debt they hold. What happened Miss S had a credit card account with a company I’ll refer to as B. The account fell into arrears, a default was then applied and B then sold it to... (2 pages)View decision