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-5505936
28 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5505936 Complaint Mr M is unhappy that Revolut Ltd didn’t reimburse him after he reported falling victim to a scam. Background Mr M saw an advert on social media promoting an investment opportunity. He remembers it appearing professional and said it featured a well-known and trusted... (8 pages)View decision -
Decision Reference DRN-5158937
28 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5158937 The complaint Ms B complains that BMW Financial Services (GB) Limited has reported adverse information about her payments under a hire purchase agreement that she used to pay for a car to the credit reference agencies. What happened A new car was supplied to Ms B under a hir... (3 pages)View decision -
Decision Reference DRN-4994356
28 Apr 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4994356 The complaint Mr W has complained that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (‘Novuna’), has failed to make reasonable adjustments to meet his communication needs. He’s also concerned it hasn’t taken responsibility for calls it’s made. [An audio an... (2 pages)View decision -
Decision Reference DRN-5514672
28 Apr 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5514672 The complaint Mr I complains about the response of Tesco Underwriting Limited (‘Tesco’) to his motor insurance claim. As Tesco are responsible for the actions of their appointed agents, any reference to Tesco in my decision should also be interpreted as covering the actions ... (3 pages)View decision -
Decision Reference DRN-5293170
28 Apr 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5293170 The complaint Miss N is unhappy that a car supplied to her under a hire purchase agreement with Oodle Financial Services Limited (Oodle) was of an unsatisfactory quality. What happened In February 2023 Miss N was supplied with a used car through a hire purchase agreement wit... (5 pages)View decision -
Decision Reference DRN-5505270
28 Apr 2025 Zurich Assurance Ltd UpheldInsuranceDRN-5505270 The complaint Ms G is unhappy that Zurich Assurance Limited stopped paying the monthly benefit following a successful claim made on a group income protection insurance policy. What happened Ms G had the benefit of a group income protection insurance policy (‘the policy’). S... (7 pages)View decision -
Decision Reference DRN-5231977
28 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5231977 The complaint Mr G is unhappy HSBC UK Bank Plc (“HSBC”) hasn’t offered him a refund in its capacity as the receiving bank, after he said he was the victim of an Authorised Push Payment (“APP”) scam. Mr G has used a Claims Management Company (CMC) to bring his complaint to bo... (4 pages)View decision -
Decision Reference DRN-5508991
28 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5508991 The complaint Mr H complains that when National Westminster Bank Public Limited Company sold a number of business loans to another lender it gave incorrect details for some of the loans. As a result, he said that the new lender is trying to recover funds that are not actuall... (3 pages)View decision -
Decision Reference DRN-5289783
28 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5289783 The complaint Mr A and Miss A complain that HSBC UK Bank Plc (trading as First Direct) blocked their account. They are also unhappy that First Direct asked them to attend a branch and provide identification for the block to be removed from the account. What happened The det... (3 pages)View decision -
Decision Reference DRN-5440726
28 Apr 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5440726 The complaint Mr C complains that Alwyn Insurance Company Limited didn’t pay the full amount of a claim on his pet insurance policy. What happened Mr C bought his pet dog from a breeder in 2018. Sadly, in 2024 his dog became ill and was to put to sleep. He claimed on his pol... (2 pages)View decision
