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 370903 results
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Decision Reference DRN-5570609
19 May 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5570609 The complaint Mr B has complained about the quality of a car provided on finance by Zopa Bank Limited. What happened Zopa supplied Mr B with a used car on a hire purchase agreement in October 2022. The cash price of the car was around £3,000 and it had covered around 88,400... (8 pages)View decision -
Decision Reference DRN-5425909
19 May 2025 IG Index Limited Not upheldInvestmentsDRN-5425909 The complaint Mr R complains that IG Index Limited (‘IG’) asked him to repay trading profits after a pricing error occurred. What happened Mr R had a spread betting account with IG. He says he also had an account for trading contracts for difference (CFDs) under the same cus... (3 pages)View decision -
Decision Reference DRN-5469718
19 May 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5469718 The complaint Ms G is unhappy that a car supplied to her under a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (‘Moneyway’) was of an unsatisfactory quality. What happened In March 2022, Ms G was supplied with a used car through a hire purchase agre... (4 pages)View decision -
Decision Reference DRN-5485481
19 May 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5485481 The complaint Mrs D complains that Allianz Insurance Plc (Allianz) unfairly declined a claim under her pet insurance policy. What happened After rehoming a dog on 12 October 2024, Mrs D took out pet insurance with Allianz on 16 October 2024. On 14 November 2024, an urgent p... (3 pages)View decision -
Decision Reference DRN-5570368
19 May 2025 International General Insurance Company (UK) Ltd Not upheldInsuranceDRN-5570368 The complaint Mr A complains about the way International General Insurance Company (UK) Ltd (IGI) handled a claim he made on his New Build Latent Defects Insurance Policy. What happened Mr A bought a newbuild property which came with a building warranty. The warranty was is... (5 pages)View decision -
Decision Reference DRN-5567245
19 May 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5567245 The complaint Mr M complains that Capital One (Europe) plc (‘Capital One’) haven’t offered him a credit limit increase since he opened his credit card in 2014, and haven’t provided adequate reasons for this. What happened Mr M asked Capital One in October 2024 if they’d cons... (3 pages)View decision -
Decision Reference DRN-5570358
19 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5570358 The complaint and background Miss J complains HSBC UK Bank Plc (‘HSBC’) won’t reimburse her £600 that she lost when she fell victim to an investment scam company. Miss J is also unhappy with the way in which HSBC handled her claim and considers that they ought to have raise... (5 pages)View decision -
Decision Reference DRN-5570281
19 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5570281 The complaint Mr B complains that U K Insurance Limited trading as Churchill (“UKI”) unfairly cancelled his home insurance policy. He’s unhappy that UKI recorded a cancellation/fraud marker against him which has impacted his premiums with other insurers. What happened In May... (6 pages)View decision -
Decision Reference DRN-5568046
19 May 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5568046 The complaint Mr P complains that Pathlines Pensions UK Limited (then trading as London & Colonial) caused unnecessary delays in processing the transfer of his Self-Invested Personal Pension (‘SIPP’) to a Personal Pension with another provider. He says this caused him to... (8 pages)View decision -
Decision Reference DRN-5570085
19 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5570085 The complaint Mr D complains that NewDay Ltd declined his claim under section 75 of the Consumer Credit Act 1974 (“section 75”), after repairs to his car were not carried out to a satisfactory standard. What happened In February 2022 Mr D bought a used car for £12,500. It ha... (4 pages)View decision
