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-4795646
9 Oct 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4795646 The complaint Mr V complains about the quality of a car he has been financing through an agreement with Toyota Financial Services (UK) PLC, trading as Redline Finance (who I’ll call TFS). What happened Mr V took receipt of a used car in July 2023. He financed the deal throug... (3 pages)View decision -
Decision Reference DRN-4747127
9 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4747127 The complaint Mr and Mrs F complain about the service they’ve received from Admiral Insurance (Gibraltar) Limited (“Admiral”) following a claim they made under their home insurance policy. What happened In July 2023 shortly after moving into their new home, Mr and Mrs F expe... (4 pages)View decision -
Decision Reference DRN-5072211
9 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5072211 The complaint A company, which I will refer to as N, complains that HSBC UK Bank Plc and its associates failed to issue a bank guarantee (also referred to as a performance bond) in a reasonable time. What happened HSBC told us: On 13 December 2021 N submitted an applicat... (4 pages)View decision -
Decision Reference DRN-5015745
9 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5015745 The complaint Mr S complains that Revolut Ltd won’t reimburse him after he fell victim to an investment scam. Mr S is professionally represented in bringing his complaint to our service, but for ease of reading I’ll refer to all submissions as being made by Mr S directly. Wh... (10 pages)View decision -
Decision Reference DRN-4901574
9 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4901574 The complaint Mr F complains Monzo Bank Ltd treated him unfairly when he tried to open a new account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr F had a Monzo account which closed in April ... (3 pages)View decision -
Decision Reference DRN-5072167
9 Oct 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5072167 The complaint Mr M has complained about Hitachi Capital (UK) Plc, now trading as Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relati... (9 pages)View decision -
Decision Reference DRN-4855583
9 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4855583 The complaint Mr G has complained that Wise Payments Limited (“Wise”) failed to protect him from falling victim from an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summa... (4 pages)View decision -
Decision Reference DRN-4805992
9 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4805992 The complaint Mrs O has complained that Nationwide Building Society (“Nationwide”) failed to advise her correctly which led to her falling victim to a scam, and it hasn’t refunded what she lost. What happened The background of this complaint is already known to both partie... (4 pages)View decision -
Decision Reference DRN-5058529
9 Oct 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5058529 The complaint Mr A has complained, with the help of a professional representative, about a transfer of his ReAssure Limited personal pension to a small self-administered scheme (SSAS) in November 2014. Mr A’s SSAS was subsequently used to invest in an overseas property with ... (13 pages)View decision -
Decision Reference DRN-4991872
9 Oct 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-4991872 The complaint Mr W is unhappy that The Royal London Mutual Insurance Society Limited declined a claim he made on his personal protection policy. What happened Mr W has a personal protection policy which covers him for death, critical illness and disability. In late 2020 Mr W... (5 pages)View decision
