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 385419 results
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Decision Reference DRN-5353557
3 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5353557 The complaint Ms B complains that U K Insurance Limited (“UKI”) mishandled her claim on her breakdown insurance policy. What happened Ms B had a hybrid electric car that had first been registered in late January 2019. Ms B acquired the car not later than early February 2021... (3 pages)View decision -
Decision Reference DRN-5430916
3 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5430916 The complaint Ms C complains that the car she acquired through a hire purchase agreement with Stellantis Financial Services UK Limited (“SFS”) wasn’t of satisfactory quality. She wants to reject the car. What happened Ms C entered a hire purchase agreement in August 2023 to ... (4 pages)View decision -
Decision Reference DRN-5058809
3 Apr 2025 Black Horse Limited UpheldConsumer CreditDRN-5058809 The complaint Miss C complains that a car that was supplied to her under a hire purchase agreement with Black Horse Limited, trading as Land Rover Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Miss C under a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-5411842
3 Apr 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5411842 The complaint Mr R has complained that Zurich Insurance Company Ltd (Zurich) unfairly declined a claim under his home insurance policy. Mr R is represented in this complaint but, for ease, I will only refer to him. References to Zurich include companies acting on its behalf... (2 pages)View decision -
Decision Reference DRN-5295233
3 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5295233 The complaint Miss D complains that Lloyds Bank PLC won’t refund the money she lost as the result of an authorised push payment (APP) scam. Miss D brought her complaint to this service through a professional representative and they made submissions on her behalf. For ease of... (3 pages)View decision -
Decision Reference DRN-5415838
3 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5415838 The complaint Miss C complains that NewDay Ltd (NewDay) were insensitive and unsupportive when she was vulnerable following the loss of her parents. What happened Miss C called NewDay on 14 February 2024 and told them her parents had died and that she’d been made homeless. S... (3 pages)View decision -
Decision Reference DRN-5243357
3 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5243357 The complaint S, a limited company represented in this complaint by Mr H, complains that HSBC UK Bank Plc has not refunded the money S lost to what Mr H believes was a scam. What happened In February 2023 Mr H was looking to have some work done on S’s premises. He was recom... (3 pages)View decision -
Decision Reference DRN-5218941
3 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5218941 The complaint Mr A complains about the way that Revolut Ltd dealt with his charge back request and has issues with its callback and complaints processes. What happened In February 2023 Mr A made a request to Revolut's online chat in respect of a debit card payment he’d ... (3 pages)View decision -
Decision Reference DRN-5184621
3 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5184621 The complaint Mr B complains about the way National Westminster Bank plc handled his claim for a refund of a payment made to an immigration consultancy. He says that the services were not delivered and that, because he paid the consultancy in part using his NatWest debit car... (2 pages)View decision -
Decision Reference DRN-5454353
3 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5454353 The complaint Mr B is unhappy that Clydesdale Bank Plc, trading as Virgin Money, stopped sending him monthly statements for his credit card account which he feels impacted his ability to make his contractually required monthly payments to that account. What happened In June... (3 pages)View decision
