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-5534332
9 May 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5534332 The complaint Mr T complains through a representative that Oodle Financial Services Limited trading as Oodle car Finance (“Oodle”) gave him a hire purchase agreement without carrying out sufficient affordability checks. What happened In January 2020, Oodle provided Mr T wit... (4 pages)View decision -
Decision Reference DRN-5501507
9 May 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5501507 The complaint Mr V has complained that a car he acquired, under a personal contract purchase agreement with CA AUTO FINANCE UK LTD (‘CA AUTO’), wasn’t of satisfactory quality at the point of supply. What happened On 7 August 2023, Mr V entered into a finance agreement with C... (3 pages)View decision -
Decision Reference DRN-5372257
9 May 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5372257 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) 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 som... (3 pages)View decision -
Decision Reference DRN-5416278
9 May 2025 Phoenix Life Limited Not upheldInvestmentsDRN-5416278 The complaint Mr and Mrs D’s complaint relates to a mortgage endowment policy they took out in 1985. They believe that the maturity value was not paid out and they are unhappy that Phoenix Life Limited, which bought the original product provider’s mortgage endowment portfoli... (3 pages)View decision -
Decision Reference DRN-5546295
9 May 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5546295 The complaint Mr J complains Financial & Legal Insurance Company Ltd (F&L) unfairly declined a claim he made on his motor warranty. What happened In April 2024 Mr J took out a F&L policy. In June 2024, Mr J’s van broke down. He said he was driving when an oil li... (3 pages)View decision -
Decision Reference DRN-5421153
8 May 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5421153 The complaint Mr K’s complaint about Barclays Bank UK PLC (Barclays) relates to incorrect information he was given during a call with a mortgage advisor (MA) when he rang to discuss obtaining a new mortgage product and rate. He also complains about the delay he experienced. ... (2 pages)View decision -
Decision Reference DRN-5488123
8 May 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5488123 The complaint Mr and Mrs S have complained that Inter Partner Assistance SA (IPA) declined a cancellation claim they made on a travel insurance policy. As it is Mr S leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr and Mrs... (2 pages)View decision -
Decision Reference DRN-5509799
8 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5509799 The complaint Mr D complaints HSBC UK Bank Plc unfairly closed his account and wrongfully retained funds. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. On 27 June 2024 Mr D received a payment in... (3 pages)View decision -
Decision Reference DRN-5446555
8 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5446555 The complaint Mr F is unhappy that Bank of Scotland plc trading as Halifax haven’t refunded money he lost as a result of a scam. Mr F is being represented by a claims management company but, for ease of reading, I’ll only refer to Mr F in the decision. What happened The de... (4 pages)View decision -
Decision Reference DRN-5544632
8 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5544632 The complaint Mr F is unhappy that Monzo Bank Ltd haven’t refunded money he lost as a result of a scam. Mr F is being represented by a claims management company but, for ease of reading, I’ll only refer to Mr F in the decision. What happened The detailed background to this... (4 pages)View decision
