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 367928 results
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Decision Reference DRN-5023502
22 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5023502 The complaint Mr U complains that HSBC UK Bank Plc (HSBC) won’t refund money he lost in an investment scam. What happened What Mr U says: Mr U is represented by a third-party firm of solicitors. He is retired. He saw a pop-up advertisement on his mobile phone which apparentl... (6 pages)View decision -
Decision Reference DRN-5386606
22 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5386606 The complaint Mr W complains that U K Insurance Limited (“UKI”) mishandled his motor insurance policy. What happened The subject matter of the insurance was a powerful hybrid electric vehicle, made by a premium-brand car-maker and first registered in 2019. Mr W acquired th... (2 pages)View decision -
Decision Reference DRN-5067057
22 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5067057 The complaint Mrs A is unhappy with how HSBC UK Bank Plc handled a claim under Section 75 of the Consumer Credit Act 1974 (‘S75’) in relation to skin whitening products. What happened In November 2018 Mrs A purchased various skin lightening products including balms, creams ... (5 pages)View decision -
Decision Reference DRN-5104416
22 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5104416 The complaint Mrs A and Mr A complain that Bank of Scotland plc trading as Halifax (Halifax) won’t refund money they lost in an investment scam. What happened What Mrs A and Mr A say: Although Mrs A and Mr A have a joint account (from where the payments were made), the conta... (7 pages)View decision -
Decision Reference DRN-5168279
22 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5168279 The complaint Mr M complains that Vanquis Bank Limited has not refunded a credit card payment for a flight which was not provided. What happened Mr M and his wife were booked on a flight in December 2023. Unfortunately, they missed it. Mr M has explained that, because there ... (3 pages)View decision -
Decision Reference DRN-5469984
22 Apr 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5469984 The complaint Ms M complains that a car she acquired via a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services wasn’t of satisfactory quality. She asks to now reject it and end the agreement. What happened In September 2023 Ms M... (8 pages)View decision -
Decision Reference DRN-5498503
22 Apr 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5498503 The complaint Mr and Mrs M complain that First Holiday Finance Ltd (the “Lender”) has failed to uphold claims they brought under Section 75 of the Consumer Credit Act 1974 (“CCA”) and Section 140A of the same act, in respect of alleged mis-selling of a timeshare financed by ... (18 pages)View decision -
Decision Reference DRN-5454661
22 Apr 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5454661 The complaint Mr B complains that Acromas Insurance Company Limited mishandled his claim on a breakdown repair insurance policy. What happened For the year from late February 2022, Mr B had cover branded with the name of a motoring organisation and administered by an interm... (3 pages)View decision -
Decision Reference DRN-5450294
22 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5450294 The complaint Mr B complains that U K Insurance Limited (“UKI”) didn’t confirm how its settlement would be paid, under his home buildings insurance policy. What happened Mr B says he received a letter from UKI telling him that a payment, in settlement of his claim, had been ... (2 pages)View decision -
Decision Reference DRN-5417659
22 Apr 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5417659 The complaint Mr F, director of A, complains on its behalf that Lloyds Bank PLC (“Lloyds”) won’t refund the money it lost to a scam. What happened A invested £42,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in 2020. Mr F, who I’ll also be referring to within... (7 pages)View decision
