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 380824 results
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Decision Reference DRN-5023374
25 Oct 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-5023374 The complaint Miss C complains that Pinnacle Insurance Plc retrospectively added exclusions to her pet insurance policy in order to decline a claim. Where I refer to Pinnacle, this includes the actions of its agents and claims handlers for which it takes responsibility. Wh... (3 pages)View decision -
Decision Reference DRN-4705182
25 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4705182 The complaint Mr C complains that HSBC UK Bank Plc (HSBC) won’t refund transactions on his account which he says he didn’t authorise. The transactions occurred over a couple of days and totalled around £1,700. What happened The background to this complaint is well known to... (3 pages)View decision -
Decision Reference DRN-5106745
25 Oct 2024 Bank of Ireland (UK) Plc UpheldMortgagesDRN-5106745 The complaint Mr and Mrs H complain that Bank of Ireland (UK) Plc gave them incorrect information about when they’d be able to repay their buy to let mortgage without incurring an early repayment charge (ERC). Mrs H says the stress has made her feel ill. They ask that the ER... (3 pages)View decision -
Decision Reference DRN-4933144
25 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4933144 The complaint Ms T complains that Wise Payments Limited (‘Wise’) won’t refund the money she lost to an employment scam. What happened The background to this complaint is known to both parties, so I won’t repeat all the details here. In summary, Ms T says: In early August... (3 pages)View decision -
Decision Reference DRN-5106755
25 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5106755 The complaint Mr C complains Revolut Ltd hasn’t refunded him after he fell victim to a cryptocurrency investment scam. Mr C is represented in his complaint by a claims management company I’ll call C. But I’ll mostly refer to Mr C throughout. What happened I issued a provis... (11 pages)View decision -
Decision Reference DRN-4835578
25 Oct 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4835578 The complaint Mr S complains that Santander Consumer (UK) Plc trading as Kia Financial Services supplied him with a car under a conditional sale agreement that wasn’t of satisfactory quality. What happened In July 2023, Mr S acquired a brand new car using a conditional sale ... (4 pages)View decision -
Decision Reference DRN-5094189
25 Oct 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5094189 The complaint Mr B has complained that Mitsubishi HC Capital UK PLC trading as Novuna (“Novuna”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under s.140A of the Consumer Credit Act 1974 (“CCA”) and (2) deciding against paying ... (4 pages)View decision -
Decision Reference DRN-5106702
25 Oct 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5106702 The complaint Mr B has complained about the way American Express Services Europe Limited (AESEL) dealt with his request for a refund for a holiday he booked using his AESEL credit card. He has complained the holiday was misrepresented and there was a breach of contract as he... (3 pages)View decision -
Decision Reference DRN-5102686
25 Oct 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5102686 The complaint M complains that a car it was supplied with under a regulated consumer hire agreement by Santander Consumer (UK) Plc trading as MG Motor Financial Services (“Santander”), has defects which have not been successfully repaired. M is a general partnership and is r... (10 pages)View decision -
Decision Reference DRN-4784786
25 Oct 2024 Close Brothers Limited UpheldConsumer CreditDRN-4784786 The complaint Mrs J complains about the quality of a used car she acquired through a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance. What happened On 25 April 2022 Mrs J entered a conditional sale agreement with Close Brothers... (5 pages)View decision
