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 382298 results
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Decision Reference DRN-5778984
12 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5778984 The complaint Mrs M and Mr M complain about AXA Insurance UK Plc (“AXA”) and the handling, and settlement, of the claim they made on their home insurance policy. Mrs M and Mr M have been represented by Ms W during the claim and complaint process. So, when referring to Ms W, ... (6 pages)View decision -
Decision Reference DRN-5927421
12 Nov 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5927421 The complaint Mr and Mrs O complain that Lenvi Servicing Limited didn’t provide them with a deed of postponement for their help to buy shared equity loan in a reasonable time. As a result they missed out on re-mortgaging their main mortgage. What happened Mr and Mrs O bought... (5 pages)View decision -
Decision Reference DRN-5860115
12 Nov 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5860115 The complaint Ms A complains that Blue Motor Finance Ltd (BMF) recorded missed payments on her credit file after they failed to set up the repayment plan she had agreed with them. What happened In October 2022, Ms A was supplied with a used car through a hire purchase agreem... (3 pages)View decision -
Decision Reference DRN-5801924
12 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5801924 The complaint Mr A complains that Revolut Ltd didn’t help him get refunds for transactions made using his Revolut account. What happened In June, July and August 2024, Mr A made payments to an online retailer that I’ll refer to as X. In September 2024, Mr A contacted Revolut... (2 pages)View decision -
Decision Reference DRN-5299850
12 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5299850 Complaint Mr C is unhappy that HSBC UK Bank Plc didn’t reimburse him after he reported falling victim to a scam. Background In July 2024, Mr C received an unsolicited phone call from someone who said they had discovered an e-wallet containing the proceeds of a cryptocurrenc... (3 pages)View decision -
Decision Reference DRN-5946222
12 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5946222 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) provided a printed balance slip for his accounts to a third-party. What happened Whilst going through his late mother’s possessions, Mr R found a branch printed balance slip outlinin... (3 pages)View decision -
Decision Reference DRN-5946186
12 Nov 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5946186 The complaint Ms W complains about Astrenska Insurance Limited trading as Collinson Insurance’s service in relation to a claim she made on her breakdown cover policy. She says that because of its mistakes it took too long to reach her at the roadside when she’d broken down. ... (3 pages)View decision -
Decision Reference DRN-5712341
12 Nov 2025 Tesco Personal Finance Limited Not upheldInsuranceDRN-5712341 The complaint Mrs L complains about Tesco Personal Finance Limited trading as Tesco Insurance (Tesco) automatically renewing her motor insurance policy, she says without her consent. She maintains she never agreed to the policy automatically renewing. References to Tesco in... (7 pages)View decision -
Decision Reference DRN-5821478
12 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5821478 The complaint Miss Z complains, via a representative, that Revolut Ltd (“Revolut”) won’t refund the money she lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Miss Z f... (3 pages)View decision -
Decision Reference DRN-5938362
12 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5938362 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money (Clydesdale) acted irresponsibly in agreeing to lend to her. In bringing her complaint Miss W is represented by a third party. For ease of reading I will only refer to Miss W in my decision. What... (3 pages)View decision
