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 361839 results
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Decision Reference DRN-5054811
24 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5054811 The complaint Mr K complains that HSBC UK Bank Plc hasn’t reimbursed the money he’s lost to a scam. What happened Mr K says he made the following payments to a cryptocurrency investment scam: Date of payment Type of payment Amount of payment 7 October 2021 Faster payment £75... (2 pages)View decision -
Decision Reference DRN-4805150
24 Mar 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4805150 The complaint Miss Y complains that the car she acquired financed through a hire purchase agreement with MotoNovo Finance Ltd wasn't of satisfactory quality. What happened In August 2023 Miss Y acquired a used car financed through a hire purchase agreement with MotoNovo... (4 pages)View decision -
Decision Reference DRN-5422089
24 Mar 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5422089 The complaint Miss O complains Cabot Credit Management Group Limited are asking her to repay more towards a debt than they should be. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements o... (4 pages)View decision -
Decision Reference DRN-5382676
24 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5382676 The complaint Miss M is unhappy that Kroo Bank Ltd applied a Cifas marker against her name. She would like the marker removed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In December 2023 an a... (2 pages)View decision -
Decision Reference DRN-5286931
24 Mar 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5286931 The complaint Mr S has complained about the service provided by ARAG Legal Expenses Insurance Company Limited (‘ARAG’) following a claim for boiler break-down under his home emergency policy. For the avoidance of doubt, the term ‘ARAG’ includes reference to its agents and co... (4 pages)View decision -
Decision Reference DRN-5383496
24 Mar 2025 One Insurance Limited Not upheldInsuranceDRN-5383496 The complaint Mr C has complained that One Insurance Limited (One Insurance) unfairly declined a claim under an accidental damage policy. Mr C is represented but, for ease, I will normally only refer to him. What happened Mr C contacted One Insurance to make a claim under ... (3 pages)View decision -
Decision Reference DRN-5421696
24 Mar 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5421696 The complaint Mrs W complains Cabot Credit Management Group Limited have contacted her regarding a debt for an account she doesn’t believe they have authority to do so. Mrs W is also concerned that she’s told Cabot she’s vulnerable, but they’ve continued contacting her when ... (4 pages)View decision -
Decision Reference DRN-5300902
24 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5300902 The complaint Mr L has complained about the way Covea Insurance plc handled his claim under his van insurance policy, including what it paid in settlement of it. What happened The background to Mr L’s complaint is well known to both Covea and Mr L, so I will not repeat it h... (5 pages)View decision -
Decision Reference DRN-4904847
24 Mar 2025 Santander UK Plc Not upheldInvestmentsDRN-4904847 The complaint Mrs S’s complaint against Santander UK Plc is about the service she received in relation to her investment accounts. She says investments in her ISA didn’t match her agreed attitude to risk and that the annual reviews of her investments in 2021 and 2022 were un... (5 pages)View decision -
Decision Reference DRN-5407311
24 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5407311 The complaint Mr B complains Kroo Bank Ltd (“Kroo”) incorrectly applied a fraud marker against him and closed his account. Mr B says Kroo’s actions have caused him significant distress, financial hardship, and inconvenience. To put things right, Mr B wants the marker removed... (3 pages)View decision
