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 386796 results
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Decision Reference DRN-5697173
27 Nov 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5697173 The complaint Miss S complains about a refund of a monthly repayment she made to Close Brothers Limited trading as Close Brothers Premium Finance (“CBPF”) on a credit agreement she held with them. What happened In August 2024, Miss S renewed an insurance policy she held wit... (4 pages)View decision -
Decision Reference DRN-5590672
27 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5590672 The complaint Mrs C complains about the actions of HSBC UK Bank Plc when she lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In total Mrs C s... (3 pages)View decision -
Decision Reference DRN-5874968
27 Nov 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5874968 The complaint Mr P is unhappy that Legal and General Assurance Society Limited have declined a claim he’s made on his former employer’s group critical illness scheme. What happened Mr P made a claim on his former employer’s group critical illness policy following a diagnosis... (3 pages)View decision -
Decision Reference DRN-5959353
27 Nov 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5959353 The complaint Mrs S complains about the quality of a car that was supplied through a hire purchase agreement with Marsh Finance & Commercial Limited (MFCL). Mrs S has been represented on this complaint. But to keep things simple I’ll only refer to Mrs S in my decision. W... (4 pages)View decision -
Decision Reference DRN-5756438
27 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5756438 The complaint Miss H has complained about the way a claim she made following a burglary was handled by Admiral Insurance (Gibraltar) Limited. She also complained about the way it communicated with her about missed payments under her home insurance policy. All reference to th... (3 pages)View decision -
Decision Reference DRN-5972432
27 Nov 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5972432 The complaint Mr G is unhappy with how his claim was handled by Zurich Insurance PLC (“Zurich”) under his home insurance policy and he’s not happy the claim was declined. What happened Mr G was a leaseholder of a council-managed property. And this property was covered by a b... (2 pages)View decision -
Decision Reference DRN-5981115
27 Nov 2025 OneSavings Bank Plc UpheldMortgagesDRN-5981115 The complaint Mr C and Ms C complain that OneSavings Bank Plc trading as Kent Reliance unfairly reported adverse data regarding a buy to let mortgage to the credit reference agencies. Mr C and Ms C ask that Kent Reliance removes the adverse data from their credit files. What... (4 pages)View decision -
Decision Reference DRN-5959920
27 Nov 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5959920 The complaint Mrs G complains that My Finance Club Limited trading as Ondal.co.uk didn’t treat her fairly when she got into difficulties repaying her loan. What happened Mrs G took out a short-term loan with Ondal on 13 May 2025 for the value of £400. The total loan balance... (2 pages)View decision -
Decision Reference DRN-5784923
27 Nov 2025 Scottish Widows Limited Not upheldInsuranceDRN-5784923 The complaint Mr P is unhappy that Scottish Widows Limited have declined a claim on his Life and Critical Illness Policy. What happened Mr P claimed on his Life and Critical Illness policy following health issues which include a retinal vein occlusion, inflammatory arthritis... (3 pages)View decision -
Decision Reference DRN-5819479
27 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5819479 The complaint Mr B complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AmEx) registered a default against his credit card account in error, and that it failed to contact him about the account while continuing to charge interest. What happened Mr B held a credit card wit... (4 pages)View decision
