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 383541 results
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Decision Reference DRN-5162514
8 Apr 2025 First Response Finance Ltd UpheldConsumer CreditDRN-5162514 The complaint Mr S is unhappy that a bike supplied to him under a hire purchase agreement with First Response Finance Ltd was of an unsatisfactory quality. He’s also unhappy with the amount he owes following a voluntary termination (‘VT’) of this agreement. What happened Fi... (4 pages)View decision -
Decision Reference DRN-5233005
8 Apr 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5233005 The complaint Mr R has complained that J. P. Morgan Europe Limited (trading as “Chase”) failed to notify him when unusual activity was detected on his account. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here.... (3 pages)View decision -
Decision Reference DRN-4999642
8 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4999642 The complaint Mr W complained Revolut Ltd didn’t do enough to protect him when he lost money to an impersonation scam. In bringing this complaint Mr W has been supported by a professional representative, but for ease I’ll only refer to Mr W in this decision. What happened ... (7 pages)View decision -
Decision Reference DRN-5416751
8 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5416751 The complaint Mr S is unhappy that Wise Payments Limited won’t refund payments he made as a result of an investment scam. What happened Mr S was the victim of an investment scam involving the following payments from his Wise account, which he opened on 3 November 2023: Date ... (3 pages)View decision -
Decision Reference DRN-5450799
8 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5450799 The complaint and what happened Mr W complains that HSBC UK Bank Plc, trading as first direct, lent to him irresponsibly via an overdraft over an extended period of time. He would like all the fees and charges associated with the overdraft refunded. I’ve included relevant s... (4 pages)View decision -
Decision Reference DRN-5412322
8 Apr 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5412322 The complaint Mr G is unhappy with what Accredited Insurance (Europe) Ltd did after he made a claim on his legal expenses insurance policy. What happened Mr G had an employment dispute and contacted Accredited in May 2024 seeking assistance from his legal expenses insurance.... (2 pages)View decision -
Decision Reference DRN-5375889
8 Apr 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5375889 The complaint Mrs R complains The National Farmers' Union Mutual Insurance Society Limited (NFU) misdiagnosed an issue with her car and damage may have been caused due to the wait to be inspected. There are several parties and representatives of NFU involved throughout... (2 pages)View decision -
Decision Reference DRN-5395858
8 Apr 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) Not upheldInsuranceDRN-5395858 The complaint Mr Y is unhappy the Equine and Livestock Insurance Company (ELIC) turned down a claim he made on his pet insurance policy. What happened On 29 December 2023 Mr Y took out pet insurance to cover his dog. On 12 January he took his dog to the vet as he’d observed ... (2 pages)View decision -
Decision Reference DRN-5016606
8 Apr 2025 JBR Capital Limited Not upheldConsumer CreditDRN-5016606 The complaint Mr O complains that JBR Capital Limited (JBR), incorrectly registered a Cifas fraud marker against him. What happened Mr O said he realised in September 2023 that a Cifas fraud marker was applied to his credit file in November 2021 after he applied and was decl... (3 pages)View decision -
Decision Reference DRN-5382587
8 Apr 2025 Global Property Ventures Limited UpheldInsuranceDRN-5382587 The complaint Mr N, Mr N1 and Ms N are unhappy with what Global Property Ventures Limited (GPV) did after a claim was on a rent deposit guarantee policy they’d taken out. Although the complaint involves all three complainants, as it’s been brought to our service by Mr N I’ll... (3 pages)View decision
