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 385994 results
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Decision Reference DRN-5726709
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5726709 The complaint Mr K and Mrs L complain that HSBC UK Bank Plc (“HSBC”) won’t refund a payment they made as part of a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it in detail here. But in summary, I understand it to be a... (4 pages)View decision -
Decision Reference DRN-5905386
28 Nov 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5905386 The complaint Mr B complains Advantage Insurance Company Limited (Advantage) caused delays when he made a claim on his motor insurance policy. Advantage are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As... (3 pages)View decision -
Decision Reference DRN-5809227
28 Nov 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5809227 The complaint Mrs R, who is represented by a third party, complains that First Response Finance Limited (‘First Response’) irresponsibly gave her credit by way of a hire purchase sale agreement she says she couldn’t afford to repay. What happened In February 2022, Mrs R acq... (2 pages)View decision -
Decision Reference DRN-5668282
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5668282 The complaint Miss S complains that HSBC UK Bank Plc will not reimburse the funds she said she lost to a scam. Miss S is represented by a firm, but for ease I have only referred to Miss S in my decision. What happened Miss S made the following payments towards what she thoug... (3 pages)View decision -
Decision Reference DRN-5924117
28 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5924117 The complaint Mrs S has complained that, as a result of the processes applied by Aviva Insurance Limited, she couldn’t extend her travel insurance policy during a long trip. And she says the cost of a policy extension was unfair. What happened Mrs S booked a 60 day overseas... (3 pages)View decision -
Decision Reference DRN-5933696
28 Nov 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5933696 The complaint Mrs C complains about the way in which Zopa Bank Limited acted when she was having difficulty making hire purchase payments. Mrs C has been represented by a relative, so, when I refer to her submissions, I include those made on her behalf. What happened In Nove... (2 pages)View decision -
Decision Reference DRN-5885272
28 Nov 2025 TSB Bank plc Not upheldConsumer CreditDRN-5885272 The complaint Mr K complains about some issues he had regarding a loan he took with TSB Bank plc trading as TSB (“TSB”). What happened Mr K is unhappy that the interest he owes on the loan shows separately from the loan balance on his statements. He was specifically unhappy ... (3 pages)View decision -
Decision Reference DRN-5052284
28 Nov 2025 Wesleyan Assurance Society Not upheldInsuranceDRN-5052284 The complaint Mrs T is unhappy as she doesn’t think that Wesleyan Assurance Society (‘Wesleyan’) has correctly administered the reviewable whole of life policy she holds with it. What happened I've outlined what I think are the key events and points involved in the com... (7 pages)View decision -
Decision Reference DRN-5314004
28 Nov 2025 Wesleyan Assurance Society Not upheldInsuranceDRN-5314004 The complaint Mrs T complains that Wesleyan Assurance Society (‘Wesleyan’) mis-sold her a reviewable whole of life policy. What happened I've outlined what I think are the key events and points involved in the complaint below. Mrs T took out a reviewable whole of lif... (4 pages)View decision -
Decision Reference DRN-5338945
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5338945 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded the money he lost to an investment scam. Mr K referred his complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer only to Mr K throughout m... (3 pages)View decision
