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 360264 results
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Decision Reference DRN-5361538
27 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5361538 The complaint Miss H is unhappy that a car she acquired under a Personal Contract Purchase (“PCP”) from Toyota Financial Services (UK) PLC (“Toyota”) didn’t have a feature she’d been led to believe it had. What happened Miss H attended a dealership with the intention of upg... (5 pages)View decision -
Decision Reference DRN-5276668
27 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5276668 The complaint Miss H is unhappy with the way UKI Insurance Limited (UKI) handled a claim under her motor insurance policy, as well as the renewal of the policy, and general delays and poor service. What happened The following is intended as a brief summary of events, as the... (4 pages)View decision -
Decision Reference DRN-5355414
27 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5355414 The complaint Mr T complains that Bank of Scotland Plc (trading as Birmingham Midshires) has unfairly increased the balance of his buy-to-let mortgages. He also alleges that it took steps to hide fraudulent activity relating to these accounts. What happened Mr T took out tw... (5 pages)View decision -
Decision Reference DRN-5318863
27 Feb 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5318863 The complaint Ms C complains that American Express Services Europe Limited (AESEL) suspended her account. She’s unhappy that she didn’t receive a letter advising her that this would happen and is unhappy about the way in which her account and her subsequent complaint has bee... (3 pages)View decision -
Decision Reference DRN-5132550
27 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5132550 The complaint Ms S’s complaint is about HSBC UK Bank Plc’s refusal to reimburse her money she says she lost due to a scam. Ms S is represented by Refundee in this matter. However, I will try to refer to Ms S solely in this decision for ease of reading. What happened The cir... (6 pages)View decision -
Decision Reference DRN-5331669
27 Feb 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5331669 The complaint Ms S complains that Creation Consumer Finance Ltd hasn’t provided the service it should have after she experienced issues with a washer-dryer she acquired through her credit agreement. What happened Ms S explained that she acquired a washer-dryer from a retaile... (3 pages)View decision -
Decision Reference DRN-5325880
27 Feb 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5325880 The complaint Mrs R complains that British Gas Insurance Limited provided poor service under a Home Care policy for a rental property which has caused her financial loss. What happened Mrs R held a Home Care policy with British Gas which covers boiler servicing and breakdow... (3 pages)View decision -
Decision Reference DRN-5333418
27 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5333418 The complaint Mr P complains that Revolut didn’t reimburse £18,336.15 which he says he paid towards an investment that turned out to be a scam. What happened Mr P had an account with Revolut which he opened in May 2022. He paid funds into the account from another account he ... (4 pages)View decision -
Decision Reference DRN-5361929
27 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5361929 The complaint Mrs F is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs F fell victim to a cruel scam. She received a message she thought was from her boss asking her to buy gift cards that would be ... (5 pages)View decision -
Decision Reference DRN-5293373
27 Feb 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5293373 The complaint Ms C is unhappy that Legal and General Assurance Society Limited (L&G) declined her claim under her income protection policy. What happened Ms C has a group income protection policy arranged through her employer. The policy provides a benefit in certain cir... (3 pages)View decision
