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 361839 results
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Decision Reference DRN-5397572
21 Mar 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5397572 The complaint Mr and Mrs L are unhappy about how Great Lakes Insurance UK Limited handled a claim under their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on givin... (2 pages)View decision -
Decision Reference DRN-5295665
21 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5295665 The complaint Mr R complains that HSBC UK Bank PLC (HSBC) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of thi... (4 pages)View decision -
Decision Reference DRN-5375536
21 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5375536 The complaint Mrs C has complained that Liverpool Victoria Insurance Company Limited (LV) unfairly declined part of a claim under her home insurance policy. Mrs C is represented in the claim and complaint by Mr C who, for ease, I will normally refer to in my decision. Refe... (3 pages)View decision -
Decision Reference DRN-5175159
21 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5175159 The complaint Mr E complains that Hargreaves Lansdown Asset Management Limited (“HL”) hasn’t treated a payment he received into his pension as compensation. He says this means he’s lost out on the ability to claim tax relief on the payment. What happened Mr E holds a SIPP wi... (3 pages)View decision -
Decision Reference DRN-5283870
21 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5283870 The complaint Mr B complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this ... (5 pages)View decision -
Decision Reference DRN-5359835
21 Mar 2025 Unum Ltd UpheldInsuranceDRN-5359835 The complaint Mr G has complained that Unum Ltd (‘Unum’) provided incorrect information relating to his benefit amount. What happened Mr G has an income protection policy, underwritten by Unum, which has been in payment for a number of years. Mr G says he based his decision ... (2 pages)View decision -
Decision Reference DRN-5366372
21 Mar 2025 HSBC Life (UK) Limited Not upheldInsuranceDRN-5366372 The complaint Mr and Mrs C complain that HSBC Life (UK) Limited hasn’t settled a terminal illness benefit claim they made on an HSBC Life Protection insurance policy. They’re also unhappy with HSBC’s handling of their claim. What happened The background to this complaint is ... (5 pages)View decision -
Decision Reference DRN-5354494
21 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5354494 The complaint Miss S complains through a representative that Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”) gave her a loan without carrying out the correct checks. Had it made better checks it would’ve seen the agreement wasn’t affordable. What happened In July ... (6 pages)View decision -
Decision Reference DRN-5370289
21 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5370289 The complaint Mr M complains about the service he receives from Capital One (Europe) plc when he contacts it about his credit card account. What happened Mr M has had three credit card accounts with Capital One – he says two are closed and one remains open. He says he calle... (2 pages)View decision -
Decision Reference DRN-5416826
21 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5416826 The complaint Mr H and Mrs H have complained that U K Insurance Limited trading as Privilege Insurance (UKI) unfairly declined to carry out trace and access under their home insurance policy. As Mr H mainly seemed to deal with the claim and complaint, for ease, I will norma... (5 pages)View decision
