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 384131 results
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Decision Reference DRN-4996546
1 Apr 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4996546 The complaint Miss H complains that a car she acquired under a hire purchase agreement through MotoNovo Finance Limited was of unsatisfactory quality. What happened In July 2022, Miss H was supplied with a used car through a hire purchase agreement with MotoNovo. The cash pr... (3 pages)View decision -
Decision Reference DRN-5341761
1 Apr 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5341761 The complaint Mrs P has complained that West Bay Insurance Plc wouldn’t pay her claim for vet fees for her dog under her pet policy. West Bay includes all its agents. What happened Mrs P insured her dog under a time limited policy with West Bay. This meant she could claim ... (3 pages)View decision -
Decision Reference DRN-5319248
1 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5319248 The complaint Mrs and Mr B complain that Nationwide Building Society are facilitating unauthorised use of their account by setting up a direct debit without obtaining a signed mandate from them. What happened Mrs and Mr B previously paid for a service provided by their loca... (2 pages)View decision -
Decision Reference DRN-5413032
1 Apr 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5413032 The complaint Mrs D and Mr D complain about Advantage Insurance Company Limited (“AIC”) and the decision to decline the claim they made on their contents insurance policy. Mr D has acted as the main representative during the claim and complaint process. So, for ease of refer... (4 pages)View decision -
Decision Reference DRN-5446642
1 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5446642 The complaint Mr R complains HSBC UK Bank Plc allowed a £60 transaction to leave his account despite him entering an incorrect Card Verification Code (CVC). What happened I sent the parties a provisional decision in March 2025, in which I set out the following background inf... (3 pages)View decision -
Decision Reference DRN-5371116
1 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5371116 The complaint Miss W complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Miss W met someone online - I’ll refer to t... (3 pages)View decision -
Decision Reference DRN-4650909
1 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4650909 The complaint Ms R complains that Barclays Bank UK PLC (‘Barclays’) as the receiving bank, could’ve prevented the loss she suffered as the result of a scam. What happened On 22 February 2021, Ms R made two payments to an account held with Barclays, as part of an investment.... (3 pages)View decision -
Decision Reference DRN-5420799
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5420799 The complaint Ms S has complained, via her mother, about how Lloyds Bank PLC (“Lloyds”) handled a request to transfer a Junior ISA to another provider. What happened On 20 August 2024 Ms S’s mother, made requests to Lloyds to transfer two Junior Individual Savings Accounts (... (3 pages)View decision -
Decision Reference DRN-5446476
31 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5446476 The complaint Mr C is complaining about the quality of a vehicle supplied to him by Specialist Motor Finance Limited (SMF). What happened In September 2023, Mr C entered into a hire purchase agreement with SMF to acquire a car. The agreement states the deposit was £1,000 and... (3 pages)View decision -
Decision Reference DRN-4947377
31 Mar 2025 Quilter Investment Platform Limited Not upheldInvestmentsDRN-4947377 The complaint Mrs F complains about the service that she received from Quilter Investment Platform Limited (‘QIPL’) when transferring her investment ISA to a cash ISA at a new provider. Mrs F is unhappy because of the time taken to complete the transfer. In addition, Mrs F i... (5 pages)View decision
