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 363925 results
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Decision Reference DRN-5331329
7 Mar 2025 Honeycomb Finance Limited UpheldConsumer CreditDRN-5331329 The complaint Mr J’s complaint is, in essence, that Honeycomb Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decid... (24 pages)View decision -
Decision Reference DRN-5157412
7 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5157412 The complaint Mr W complains The Royal Bank of Scotland Plc, trading as Virgin One Account: Closed his Virgin One account without justification as it was a current account and not a mortgage. Closed the account without formal or proper notice. To keep things simple, I wi... (5 pages)View decision -
Decision Reference DRN-5331347
7 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5331347 The complaint Mr J and Miss S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (27 pages)View decision -
Decision Reference DRN-5272461
7 Mar 2025 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-5272461 The complaint Mrs B says an Appointed Representative (‘AR’) of Quilter Financial Services Ltd (‘Quilter’) gave her unsuitable investment advice (a fund switch) for her pension in 2021. Quilter disputes the complaint. It says the advice was suitable, mainly because her previo... (8 pages)View decision -
Decision Reference DRN-5328219
7 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5328219 The complaint Ms P complains that AXA Insurance UK Plc (“AXA”) should pay her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in 2013. For the year from March 20... (4 pages)View decision -
Decision Reference DRN-5365961
7 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5365961 The complaint Mrs C complains that HSBC UK Bank Plc won’t refund the full amount of money she lost after she fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail... (4 pages)View decision -
Decision Reference DRN-5308433
7 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5308433 The complaint Mr K complains that HSBC UK Bank Plc (HSBC) won’t reimburse the funds he lost when he fell victim to a scam. Mr K is represented in his complaint by a professional third party, but for ease, I will continue to refer to Mr K throughout this complaint. What happe... (4 pages)View decision -
Decision Reference DRN-5297444
7 Mar 2025 AXA Insurance Designated Activity Company UpheldInsuranceDRN-5297444 The complaint Miss S is unhappy with how AXA Insurance Designated Activity Company (AXA) settled a third-party claim against her car insurance policy. What happened Miss S had a car insurance policy with AXA and added a named driver to the policy. In May 2019, the named driv... (3 pages)View decision -
Decision Reference DRN-5326315
7 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5326315 The complaint Mr B complains about how Advantage Insurance Company Limited handled a claim he made on his motor insurance policy. Reference to Advantage includes its agents. What happened Mr B holds a motor insurance policy with Advantage. When he was involved in an accident... (3 pages)View decision -
Decision Reference DRN-4971452
7 Mar 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-4971452 The complaint Mr W complains that CA AUTO FINANCE UK LTD (“CA Auto”) misrepresented a car he acquired under an agreement he took out with them. What happened In March 2023, Mr W acquired a used car using a personal contract purchase agreement with CA Auto. The car was under... (3 pages)View decision
