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 360982 results
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Decision Reference DRN-5238518
21 Feb 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5238518The complaint A, a limited company, complains Hiscox Insurance Company Limited didn’\<br />View decision
t provide cover for a claim it made on its business protection insurance policy. What happened A took out business protection insurance with Hiscox in November 2022. Two days later A info... (6 pages) -
Decision Reference DRN-5193911
21 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5193911 The complaint Ms H complains that Revolut Ltd did not reimburse the funds she lost to a scam. What happened Ms H found an investment opportunity on social media and left her contact details for a call back. She began speaking with a representative from the investment company... (5 pages)View decision -
Decision Reference DRN-4808092
21 Feb 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4808092 The complaint Mr O complains about the quality of a used car he acquired through a finance agreement with Hyundai Capital UK Limited trading as Hyundai Finance (‘Hyundai’). Mr O says that the car is of poor quality and Hyundai has been unable to remedy the problems the car h... (6 pages)View decision -
Decision Reference DRN-5150484
21 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5150484 The complaint Mr P complains about Revolut Bank UK PLC. He says that Revolut didn’t do enough to protect him when he fell victim to three separate scams between June and November 2023. This decision deals with the initial scam. What happened Mr P came across an advert for... (3 pages)View decision -
Decision Reference DRN-5293082
21 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5293082 The complaint Mr Z complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr Z is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr Z himself. What happe... (3 pages)View decision -
Decision Reference DRN-5285798
21 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5285798 The complaint Mr G complains about delays in Aviva Insurance Limited (Aviva) dealing with a claim under his motor insurance policy for damage to his vehicle following an accident. References to Aviva in this decision include their agents. This decision covers Mr G’s compla... (3 pages)View decision -
Decision Reference DRN-5230153
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5230153 The complaint Mr G has complained that HSBC UK Bank Plc failed to offer him support when he began spending in a compulsive and harmful way. Mr G is being represented by a family member. For the sake of clarity when I refer to Mr G’s submissions I mean those provided by himse... (3 pages)View decision -
Decision Reference DRN-4849150
21 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4849150 The complaint Mr T complains about a car supplied to him using a hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). What happened In April 2023, Mr T acquired a used car using a hire purchase agreement with MotoNovo. The car was over four years ol... (5 pages)View decision -
Decision Reference DRN-5298949
21 Feb 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5298949 The complaint Miss B complains about problems encountered with her mortgage lender, OneSavings Bank Plc trading as Kent Reliance. When it wouldn’t allow her to transfer the joint mortgage into sole names she repaid it – but she says Kent Reliance gave her solicitor an incorr... (8 pages)View decision -
Decision Reference DRN-5000283
21 Feb 2025 Lloyds Bank PLC Not upheldInvestmentsDRN-5000283 The complaint Mr and Mrs C have complained about the advice they received from Lloyds Bank PLC (‘Lloyds’) to invest into a capital guaranteed investment bond linked to the performance of the FTSE 100 Index. Mr and Mrs C are represented in bringing their complaint but for ea... (5 pages)View decision
