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-5169174
19 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5169174 Complaint Mrs S is unhappy that National Westminster Bank Public Limited Company (“NatWest”) didn’t reimburse her after she told it she’d fallen victim to a scam. Mrs S has brought this complaint with the assistance of a professional representative, but for simplicity’s sake... (2 pages)View decision -
Decision Reference DRN-5136017
19 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5136017 The complaint Ms M is unhappy that an electric car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited (‘BMWFS’) had been misrepresented to her – it failed to achieve the range she was advised and the sale price she paid was higher than t... (4 pages)View decision -
Decision Reference DRN-5292177
19 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5292177 The complaint Mr R has complained about problems he had with esure Insurance Limited when he tried to renew his car insurance policy in November 2023. And about the further problems he had with the new policy he took out with regards to changing the vehicle insured under it ... (3 pages)View decision -
Decision Reference DRN-5410126
19 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5410126 The complaint Mr and Mrs H complain that U K Insurance Limited (UKI) incorrectly cancelled their van insurance policy leaving them out of pocket and suffering distress and inconvenience that they haven’t been fairly compensated for. What happened The background of this comp... (3 pages)View decision -
Decision Reference DRN-5374481
19 Mar 2025 Tedaisy Underwriting Limited Not upheldInsuranceDRN-5374481 The complaint Mr G’s complaint follows a claim he made on a pet insurance policy sold to him by Tedaisy Underwriting Limited (‘Tedaisy’). Mr G says the policy was missold and that this affected him financially and emotionally. What happened Mr G took out a pet insurance with... (3 pages)View decision -
Decision Reference DRN-5068027
19 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5068027 The complaint Mr M is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn) was of an unsatisfactory quality. When I refer to what Mr M has said and what Moneybarn has said, it should also be taken to include things s... (4 pages)View decision -
Decision Reference DRN-4550193
19 Mar 2025 Highway Insurance Company Limited UpheldInsuranceDRN-4550193 The complaint A company, which I’ll refer to as O, complains about Highway Insurance Company Limited’s (Highway) handling of its claim and the consequential losses suffered following the theft of its vehicle. For ease of reading, any reference to Highway includes their agent... (4 pages)View decision -
Decision Reference DRN-5368626
19 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5368626 The complaint Mr M is unhappy that PayPal UK Ltd have reported a late payment to his credit file. What happened Mr M has a credit account with PayPal and was contractually required to make a minimum payment of £5 by 2 August 2024. Mr M believed that he’d set up a direct debi... (2 pages)View decision -
Decision Reference DRN-5338544
19 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5338544 The complaint Mr R complains that HSBC UK Bank PLC didn’t default his credit card account when he entered a Debt Arrangement Scheme. What happened Mr R entered into a Debt Arrangement Scheme (“DAS”) in January 2020; his credit card debt to HSBC was included. In 2024, Mr R ... (3 pages)View decision -
Decision Reference DRN-5400088
19 Mar 2025 LFS & Partners Limited UpheldInvestmentsDRN-5400088 The complaint The trustees of B (“the charity”) complain that LFS & Partners Limited trading as Lyn Financial Services (“Lyn”): Didn’t provide the charity with an attitude to risk report from 2016. Failed to provide advice about changing the charity’s Cofund/AEGON investm... (9 pages)View decision
