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 361839 results
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Decision Reference DRN-4828566
24 Mar 2025 Bamboo Limited Not upheldConsumer CreditDRN-4828566 The complaint Mrs M complains Bamboo Limited (“Bamboo”) is holding her liable for a loan which she says was taken out fraudulently in her name. What happened Around September 2023 Mrs M came across a company, C, claiming to offer a low-risk investment opportunity. She says C... (3 pages)View decision -
Decision Reference DRN-5422129
24 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5422129 The complaint Mr H complains HSBC UK Bank Plc (“HSBC”) closed his accounts and did so without notice nor explanation. Mr H is also unhappy HSBC did this shortly after notifying him his overdraft limit would be reduced and reviewed again in six months’ time. Mr H says his HSB... (6 pages)View decision -
Decision Reference DRN-5382056
24 Mar 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5382056 The complaint Mr H is unhappy that North Edinburgh and Castle Credit Union Limited, trading as Castle Community Bank, considered him to still owe money on a loan after he paid an agreed loan settlement figure to them. What happened On 30 October 2024, Mr H received a loan se... (2 pages)View decision -
Decision Reference DRN-3719525
24 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3719525 The complaint Mr B has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (‘SSAS’) that happened in August 2015. Mr B’s SSAS was subsequently used to invest in a fractional share of a hotel complex, through The Resort... (17 pages)View decision -
Decision Reference DRN-5293562
24 Mar 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5293562 The complaint Miss K complains about some issues with a car that she’d ordered and which was to be supplied to her under a hire agreement with Motability Operations Limited. Miss K is being represented in her complaint by her son. What happened Miss K ordered a car from a de... (2 pages)View decision -
Decision Reference DRN-5362633
24 Mar 2025 Bank of Scotland Plc UpheldMortgagesDRN-5362633 The complaint Mr and Mrs M complain about changes to the overpayment allowance on their mortgage with Bank of Scotland plc trading as Halifax. What happened Mr and Mrs M had a residential mortgage with another lender that was transferred to Halifax in 2020. The original mor... (3 pages)View decision -
Decision Reference DRN-4860739
24 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4860739 The complaint Mr M complains that a credit agreement with CA Auto Finance UK Limited, under which a car was supplied to him, was mis-sold to him, and that the car wasn’t of satisfactory quality. He’s being helped with his complaint by a representative. What happened I issued... (5 pages)View decision -
Decision Reference DRN-5404812
24 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5404812 The complaint Mr J and Ms W complain that, although NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY previously agreed to give them a mortgage and then twice to extend their mortgage borrowing, when they asked to increase the borrowing again, NatWest’s survey said the proper... (5 pages)View decision -
Decision Reference DRN-5399190
24 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5399190 The complaint Mr S is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr S is being represented by a claims management company but for ease of I’ll only refer to Mr S in the decision. What happened The detailed background to this complaint is... (11 pages)View decision -
Decision Reference DRN-5370999
24 Mar 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5370999 The complaint Mr L’s complaint is about a claim he made on his Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy. Mr L is unhappy that C&G have applied a £1,000 limit to his claim which he thinks should be £2,000 in accordance with hi... (3 pages)View decision
