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 363925 results
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Decision Reference DRN-5447758
7 Apr 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5447758 The complaint Mrs Y complained about how Healthcare Finance Limited (HFL) responded to a claim to refund the cost of completing her son’s dental treatment after the supplier ceased trading. What happened Mrs Y entered into a fixed sum loan for around £1,900 which was used t... (3 pages)View decision -
Decision Reference DRN-5388110
7 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5388110 The complaint Mr N complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr N is being represented by a claims management company in this complaint. What happened Mr N says he fell victim to a scam after he sent several payments t... (3 pages)View decision -
Decision Reference DRN-5336939
7 Apr 2025 Hiscox Underwriting Limited Not upheldInsuranceDRN-5336939 The complaint Mr M complains that Hiscox Underwriting Limited unfairly accused him of fraud after he made a claim on a bicycle insurance policy. Mr M’s policy was sold via an insurance intermediary, however Hiscox is the policy underwriter so his complaint is against Hiscox.... (4 pages)View decision -
Decision Reference DRN-5451021
7 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5451021 The complaint Mr H complains about actions taken by Lloyds Bank PLC (‘Lloyds’) and poor service in connection with a declined payment after it blocked a transaction pending fraud checks. What happened Using his Lloyds debit card, Mr H attempted unsuccessfully to make a paym... (4 pages)View decision -
Decision Reference DRN-4969511
7 Apr 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4969511 The complaint Mr G is complaining that Santander Consumer (UK) Plc trading as Santander Consumer Finance (Santander) misled him about the nature of the finance agreement that he entered into with them. What happened In December 2022, Mr G acquired a used vehicle through a co... (3 pages)View decision -
Decision Reference DRN-5395879
7 Apr 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5395879 The complaint Mr B complains about Liverpool Victoria Insurance Company Limited (LV) declining a claim under his motor insurance policy. Any reference to LV in this decision includes their agents. In bringing his complaint to this Service, Mr B was supported by a represent... (5 pages)View decision -
Decision Reference DRN-5282477
7 Apr 2025 Pension Potential Limited Not upheldPensions and AnnuitiesDRN-5282477 The complaint Mr and Mrs R complain that Pension Potential Limited trading as Punter Southall Aspire (“PPL”) has shared personal information relating to them with another of its clients. What happened Mr R holds pension savings with a firm I will call J that are administered... (3 pages)View decision -
Decision Reference DRN-5450358
7 Apr 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5450358 The complaint Mr O complains that the car he acquired through a hire purchase agreement with N.I.I.B. Group Limited t/a Northridge Finance (“Northridge”) wasn’t of satisfactory quality. He wants to reject the car. What happened Mr O entered a hire purchase agreement in June ... (3 pages)View decision -
Decision Reference DRN-5188799
7 Apr 2025 Wallwood Capital Management Limited Not upheldPensions and AnnuitiesDRN-5188799 The complaint Mr J has complained, with the help of a professional third party, about the management of his pension by Wallwood Capital Management Limited (‘WCML’). What happened Mr J previously held pension benefits in a defined benefit scheme. In April 2015, he transferred... (5 pages)View decision -
Decision Reference DRN-5415044
7 Apr 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5415044 The complaint Mr and Mrs G complain that HSBC UK Bank Plc withdrew access to the reserve facility on their mortgage account. What happened Mr and Mrs G had a HomeOwner Reserve account with HSBC – a form of flexible mortgage account which allowed them to pay in and withdraw m... (5 pages)View decision
