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 365360 results
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Decision Reference DRN-5427300
9 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5427300 The complaint N, a business, represented by its owner (who I’ll refer to as Mr B) complains that HSBC UK Bank Plc unfairly restricted and issued notice to close his business account as part of a safeguard review. What happened Around February last year, HSBC says it contacte... (3 pages)View decision -
Decision Reference DRN-5531723
9 May 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5531723 The complaint Mrs A’s complaint is that Tesco Personal Finance Limited (‘Tesco’) acted unfairly and unreasonably by deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’). Although the purchase in question here was made by both Mr and Mrs... (5 pages)View decision -
Decision Reference DRN-5518569
9 May 2025 GREENFIELD INSURANCE SERVICES LTD Not upheldInsuranceDRN-5518569 The complaint M Limited has complained that Greenfield Insurance Services Ltd (GIS) failed to provide accurate details to their insurer when they bought it – which led to their claim being declined and the policy cancelled. What happened In 2021, M Limited approached GIS to ... (3 pages)View decision -
Decision Reference DRN-5546318
9 May 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5546318 The complaint Miss B complains about a car supplied to her using a conditional sale agreement taken out with Santander Consumer (UK) Plc (“Santander”). What happened Miss B referred a complaint to us along with her representative. As the complainant is Miss B, for ease, I h... (5 pages)View decision -
Decision Reference DRN-5365988
9 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5365988 The complaint Mr P complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) did not reimburse the £10,000 he lost to a scam. What happened Mr P and his father heard through various friends and family about an investment opportunity with a company I’ll refe... (4 pages)View decision -
Decision Reference DRN-5243584
9 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5243584 The complaint Mr and Mrs W complain that Santander UK Plc won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In June 2020, Mr and Mrs W found out about an opportunity to invest in an energy company. They understood they w... (3 pages)View decision -
Decision Reference DRN-5524811
9 May 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5524811 The complaint Mr T complains about Zurich Insurance Company Ltd’s decision to cancel his home insurance policy and decline cover for his claim. Zurich has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of Zurich’s agents ... (4 pages)View decision -
Decision Reference DRN-5490110
9 May 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5490110 The complaint Miss C complains that Specialist Motor Finance Limited (“SMF”) failed to conduct sufficient affordability checks. Had it done so it would’ve seen she was in a debt management plan (DMP) and she couldn’t afford the agreement. What happened In April 2019, SMF pr... (4 pages)View decision -
Decision Reference DRN-5385887
9 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5385887 The complaint Mr R is unhappy that Bank of Scotland plc, trading as Halifax, will not refund the money he lost as the result of an investment scam. Mr R has used a representative to bring his complaint to this service. For ease, I will refer solely to Mr R throughout this de... (5 pages)View decision -
Decision Reference DRN-5534331
9 May 2025 First Response Finance Ltd UpheldConsumer CreditDRN-5534331 The complaint Ms M complains through a representative that First Response Finance Ltd (“First Response”) provided her with a hire purchase agreement that wasn’t affordable. What happened In March 2021, First Response provided Ms M with a hire purchase agreement for a used c... (5 pages)View decision
