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 381082 results
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Decision Reference DRN-5727652
6 Oct 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5727652 The complaint Mrs G complains that a car supplied to her by Startline Motor Finance Limited (Startline) under a hire purchase agreement isn’t of satisfactory quality. What happened In October 2024, Mrs G took out the hire purchase agreement with Startline. The cash price of... (4 pages)View decision -
Decision Reference DRN-5781398
6 Oct 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5781398 The complaint Mr A says Acromas Insurance Company Limited didn’t pay him enough for his written off car when he made a claim on his motor insurance policy. What happened Mr A says he can’t replace his car for less than £9,500. Acromas based its valuation partly on a guide (‘... (2 pages)View decision -
Decision Reference DRN-5858254
6 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5858254 The complaint Mr H and Mrs H complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) didn’t protect them when they say they were victims of an investment scam. Mr H and Mrs H are being supported in making their complaint by a representative, but for ease,... (4 pages)View decision -
Decision Reference DRN-5628441
6 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5628441 The complaint Mr M complains that Bank of Scotland plc, trading as Halifax, wouldn’t allow him to apply online for a new interest rate product on his mortgage and instead required him to go through an advised application process. What happened In 2018 Mr M bought a property ... (2 pages)View decision -
Decision Reference DRN-5738166
6 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5738166 The complaint Mr E’s representative, has complained about how HSBC UK Bank Plc has handled her request to register her as a Power of Attorney (PoA) on his account. I will call Mr E’s representative, ‘Ms E’. What happened On 22 November 2024, Ms E received PoA to handle Mr E’... (2 pages)View decision -
Decision Reference DRN-5636814
6 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5636814 The complaint Ms O complains that Vanquis Bank Limited irresponsibly lent to her. Ms O is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms O herself. W... (3 pages)View decision -
Decision Reference DRN-5720864
6 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5720864 The complaint Mr T has complained about the market value settlement Advantage Insurance Company Limited paid when he made a claim under his car insurance policy. All reference to the insurer Advantage in my decision includes its agents. What happened Mr T made a claim under ... (3 pages)View decision -
Decision Reference DRN-5840170
6 Oct 2025 Whiting Group Limited Not upheldPensions and AnnuitiesDRN-5840170 The complaint Mr B is represented. He says an Appointed Representative (‘AR’) of Whiting Group Limited (‘WGL’) gave him unsuitable advice in 2003 to transfer his Defined Benefits Pension (‘DBP’) into a Personal Pension arrangement. WGL disputes the complaint. It mainly says... (8 pages)View decision -
Decision Reference DRN-5616846
6 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5616846 The complaint Ms L has complained about the way Advantage Insurance Company Limited provided information to her when she reported an incident which led to making a claim under her car insurance policy. Ms L is being represented in her complaint by her husband, Mr L. All refe... (3 pages)View decision -
Decision Reference DRN-5695823
6 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5695823 The complaint Miss A complains that Clydesdale Bank Plc trading as Virgin Money have irresponsibly lent to her. What happened Miss A was approved for a Virgin Money credit card in October 2024 with a £5,000 credit limit. Miss A says Virgin Money irresponsibly lent to her. Mi... (3 pages)View decision
