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 386796 results
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Decision Reference DRN-5708095
19 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5708095 The complaint Mr and Mrs L complain HSBC UK Bank Plc (“HSBC”) did not reimburse them £25,000 which they say they lost to an investment scam. What happened Mr and Mrs L were informed about an investment opportunity by some friends with a company I will refer to as “V”. Intere... (5 pages)View decision -
Decision Reference DRN-6033458
19 Dec 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6033458 The complaint Mr O complains about the quality of a car supplied to him by CA Auto finance UK Ltd (“CA”). What happened Mr A entered into a hire purchase agreement in July/August 2022 for the supply of a used car from CA. The car was around four and a half years old and had ... (5 pages)View decision -
Decision Reference DRN-5979471
19 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5979471 The complaint Mr C complains that PayPal UK Ltd did not refund a series of payments he says he did not authorise. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr C says his phone was sto... (2 pages)View decision -
Decision Reference DRN-6011774
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6011774 The complaint Miss K has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss K was trying to open a business account with another bank in 2025. Miss K discovered Revolut had lodged a fraud-related marker... (2 pages)View decision -
Decision Reference DRN-5983902
19 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5983902 The complaint Ms C’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Hitachi Capital Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under section 140A of the Consumer Credit... (12 pages)View decision -
Decision Reference DRN-5682951
19 Dec 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5682951 The complaint Mr and Mrs C are unhappy Great Lakes have only partially settled their claim. They also complained about their broker regarding the renewal of their policy. I’ve been considering both cases together because the complaints are interlinked. What happened For ease... (7 pages)View decision -
Decision Reference DRN-6034308
19 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6034308 The complaint Mrs C’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (10 pages)View decision -
Decision Reference DRN-5968575
19 Dec 2025 QUILTER FINANCIAL SERVICES LIMITED UpheldPensions and AnnuitiesDRN-5968575 The complaint Mr E complains that he was given unsuitable advice by an appointed representative of Quilter Financial Services to switch his personal pension to an Old Mutual Wealth Collective Retirement Account. What happened Mr E was advised to transfer his Friends Life per... (5 pages)View decision -
Decision Reference DRN-5867740
19 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5867740 The complaint Mr Z has complained Barclays Bank UK PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr Z opened an account with Barclays in July 2022. Mr Z had just arrived in the UK and also opened two other accounts with o... (3 pages)View decision -
Decision Reference DRN-5884111
19 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-5884111 The complaint Mr D has complained about esure Insurance Limited’s decision to record an incident under his car insurance policy as a fault claim. What happened Mr D was involved in an incident with a third party vehicle (TPV). Mr D said he pulled over to allow an emergency v... (2 pages)View decision
