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-4911856
28 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4911856 The complaint Mr S complains about Healthcare Finance Limited’s (HFL) response to his claim brought under section 75 Consumer Credit Act 1974 (s.75) in respect of dental aligner treatment he bought using a fixed sum loan from it. What happened In August 2023 Mr S bought a c... (4 pages)View decision -
Decision Reference DRN-5287152
28 Feb 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5287152 The complaint Mr and Mrs M complain that Great Lakes Insurance SE unfairly declined a claim they made on their commercial property insurance policy. Reference to Great Lakes includes its agents. For ease of reading, I’ll refer to Mr and Mrs M as “the M’s” throughout this dec... (3 pages)View decision -
Decision Reference DRN-5364499
28 Feb 2025 Honda Finance Europe Plc UpheldConsumer CreditDRN-5364499 The complaint Mr G complains that Honda Finance Europe Plc trading as Honda Financial Services (‘Honda Finance’) was irresponsible in its lending to him. He wants all interest and charges refunded, along with his deposit. He wants 8% interest added to his refunds and any adv... (3 pages)View decision -
Decision Reference DRN-5236535
28 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5236535 The complaint A company, which I’ll refer to as J complains that Lloyds Bank PLC trading as Lloyds Bank Cardnet (Cardnet) unfairly declined to process a number of its card transactions. In bringing this complaint, J is represented by its director, who I’ll refer to as Mr S ... (4 pages)View decision -
Decision Reference DRN-5309931
28 Feb 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5309931 The complaint Mrs W and Mr W complain about the liability decision Advantage Insurance Company Limited made when they submitted a claim under their motor insurance policy. Mr W has acted as the main representative during the claim and complaint process. So, for ease of refe... (4 pages)View decision -
Decision Reference DRN-5287648
28 Feb 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5287648 The complaint Mrs S complains about how The National Farmers' Union Mutual Insurance Society Limited (“NFU”) has dealt with a claim she made on a Horse and Rider policy. Mr S has been involved in the claim process and spoke with NFU about it, however for ease I will sim... (2 pages)View decision -
Decision Reference DRN-5364732
28 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5364732 The complaint Mr G complains that Lloyds Bank PLC won’t refund payments he made as part of a scam. What happened Mr G was the victim of a romance-led investment scam, involving the following payments from his Lloyds’ account. Payment number Date Description Amount 1 28 Septe... (5 pages)View decision -
Decision Reference DRN-5147429
28 Feb 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5147429 The complaint Mr M complains that HSBC UK Bank Plc (‘HSBC’) irresponsibly agreed to lend to him by way of a personal loan when he couldn’t afford to repay and caused him to get into financial difficulties as a result. What happened In September 2017, Mr M took out a persona... (3 pages)View decision -
Decision Reference DRN-5364690
28 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5364690 The complaint Miss J complains about the settlement esure Insurance Limited (“esure”) offered her following the total loss of her car. As well as the standard of service she received throughout her claim, under her motor insurance policy. What happened Miss J was involved in... (3 pages)View decision -
Decision Reference DRN-5364611
28 Feb 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5364611 The complaint Mr L complains that Tesco Underwriting Limited (“Tesco”) provided him with incorrect information when he changed the vehicle on his policy, and so he has paid more than he should have. What happened Mr L had a motor insurance p... (4 pages)View decision
