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 375119 results
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Decision Reference DRN-5735034
2 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5735034 The complaint Miss P complains about the quality of a car she has been financing through an agreement with MotoNovo Finance Limited (MotoNovo). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of so... (2 pages)View decision -
Decision Reference DRN-5755013
2 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5755013 The complaint Miss H complains that Vanquis Bank Limited didn’t change her payment collection date and reported a late payment on her credit file. What happened Miss H holds a credit card account with Vanquis. In March 2025 Miss H received a letter from Vanquis advising her ... (3 pages)View decision -
Decision Reference DRN-5752426
2 Sep 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5752426 The complaint Mr K complains about Ageas Insurance Limited’s (‘Ageas’) handling of a claim he made under his motor insurance policy. What happened Mr K held a motor insurance policy underwritten by Ageas. He reported a claim to them in August 2023 and said his vehicle had m... (4 pages)View decision -
Decision Reference DRN-5729842
2 Sep 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5729842 The complaint Mrs M complains that ACI UK Limited (ACI) have been harassing her in pursuit of a debt they haven’t proven she owes to them. What happened Mrs M’s complaint centres around a loan that was taken out with a business I’ll refer to as G. Due to non-payment the acc... (5 pages)View decision -
Decision Reference DRN-5616687
2 Sep 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5616687 The complaint Mr S complains HSBC UK Bank Plc (“HSBC”) declined his application for a loan to consolidate his existing debts. What happened Mr S visited a HSBC branch to apply for a loan of £20,000, to be repaid over five years. He made it clear this was to repay three cred... (2 pages)View decision -
Decision Reference DRN-5706487
2 Sep 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5706487 The complaint Mr K complains about how Wise Payments Limited trading as Wise dealt with an international transaction. What happened Mr K says he started a transfer of $83,190 to Euros on 2 March 2025 with Wise. He says the rate was guaranteed but when the money was received ... (2 pages)View decision -
Decision Reference DRN-5484906
2 Sep 2025 Canada Life Limited Not upheldPensions and AnnuitiesDRN-5484906 The complaint Mr L complains about the role of Canada Life Limited (Canada Life) in purchasing an enhanced annuity with the proceeds of his existing pension plans. He says the process was delayed as it was suggested to him that the transfer ought to take no longer than 12 we... (5 pages)View decision -
Decision Reference DRN-5723600
2 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5723600 The complaint Miss P complains HSBC UK Bank PLC has removed a credit from her account incorrectly which has left her overdrawn. She doesn’t think it’s treated her fairly. What happened A summary is below. Miss P holds an account with HSBC. In February 2025, she raised a disp... (2 pages)View decision -
Decision Reference DRN-5223303
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5223303 The complaint Ms H complains Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened Ms H complains Revolut Ltd won’t reimburse the money that she lost when she fell victim to an investment scam. Revolut investigated the complaint but didn’t upho... (2 pages)View decision -
Decision Reference DRN-5500726
2 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5500726 The complaint Mr H and Mrs H complain about the way Intact Insurance UK Limited (‘Intact’) handled an escape of water claim they made on their home insurance policy. Mrs H has acted as the main representative during the claim and complaint process. So, for ease of reference... (3 pages)View decision
