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 369227 results
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Decision Reference DRN-5446908
29 Apr 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5446908 The complaint Mr B’s representative complains on his behalf that Tesco Underwriting Limited (Tesco) didn’t give him a partial refund on his policy premiums following a claim being confirmed as non-fault. References to Mr B, or his representative, will include the other. Wha... (2 pages)View decision -
Decision Reference DRN-5516939
29 Apr 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5516939 The complaint Mr T’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet his claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an unfair cred... (13 pages)View decision -
Decision Reference DRN-5492069
29 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5492069 The complaint Mrs A complains about end of contract charges when her agreement with Stellantis Financial Services UK Limited ended. What happened In September 2020 Mrs A was supplied with a car and entered into a lease agreement with Stellantis. At the end of the lease agree... (2 pages)View decision -
Decision Reference DRN-5516158
29 Apr 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5516158 The complaint Mrs A complains about the quality of a car she acquired under a hire purchase agreement with MI Vehicle Finance Limited (MI). When I refer to what Mrs A and MI have said and/or done, it should also be taken to include things said and/or done on their behalf. ... (5 pages)View decision -
Decision Reference DRN-5372792
29 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5372792 The complaint Mr D complains that Barclays Bank UK Plc didn’t do enough to stop him losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In 2020 ... (7 pages)View decision -
Decision Reference DRN-5484659
29 Apr 2025 St James's Place UK plc Not upheldInsuranceDRN-5484659 The complaint Mr W is unhappy with how St James’s Place UK plc (‘SJP’) has calculated the benefit he claimed on his income replacement policy. What happened Mr W has an income replacement policy with SJP which covers him if he was unable to work for specified reasons, includ... (3 pages)View decision -
Decision Reference DRN-5495054
29 Apr 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5495054 The complaint Mr S complains Admiral Financial Services Limited trading as Admiral (“Admiral”) haven’t provided him with full and proper redress after an irresponsible lending complaint. What happened In February 2023, Admiral provided Mr S with a loan for £3,500. In Novemb... (3 pages)View decision -
Decision Reference DRN-5510497
29 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5510497 The complaint O, a limited company, has complained HSBC UK Bank plc won’t refund £2,000 they lost as the result of a scam. Mrs T is the director of O and represents them in their complaint. What happened In October 2023 Mrs T paid someone £2,000 from O’s HSBC account for a w... (2 pages)View decision -
Decision Reference DRN-5511284
29 Apr 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5511284 The complaint Mr R complains that Monzo Bank Ltd was irresponsible in its lending to him. What happened Mr R was provided with an initial loan for £7,000 by Monzo in April 2023. The loan term was 60 months and Mr R was required to make monthly repayments of £205. He was then... (3 pages)View decision -
Decision Reference DRN-5367771
29 Apr 2025 Saga Services Limited Not upheldInsuranceDRN-5367771 The complaint Mr and Mrs J complain about the service they received from Saga Services Limited in relation to their private medical insurance policy. What happened Mr and Mrs J have private medical insurance arranged by Saga. The policy renewed in June each year. In October... (3 pages)View decision
