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 384134 results
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Decision Reference DRN-5743511
28 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5743511 The complaint Mrs P, who is represented by a third party, complains that Moneybarn No. 1 Limited, trading as Moneybarn (‘Moneybarn’), irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In January 2021, Mrs P acquired a used ca... (3 pages)View decision -
Decision Reference DRN-5600023
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5600023 The complaint Mr H complains that HSBC UK Bank Plc won’t reimburse him money he lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr H sought the services of an Architect to assist him wi... (3 pages)View decision -
Decision Reference DRN-5969376
28 Nov 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5969376 The complaint Mr and Mrs L complain of errors by Zurich Assurance Ltd (“Zurich”) in the administration of their mortgage protection policy. They say these led them to pay premiums they wouldn’t have paid otherwise. They seek redress for this and for distress arising from Zur... (5 pages)View decision -
Decision Reference DRN-5906978
28 Nov 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5906978 The complaint Mr D complains Acromas Insurance Company Limited unfairly accepted him as being at fault for a motor insurance claim. What happened Mr D was involved in an accident while turning outside a pub on 23 October 2024. He made a claim on his motor insurance policy th... (3 pages)View decision -
Decision Reference DRN-5782629
28 Nov 2025 Ageas Insurance Limited UpheldInsuranceDRN-5782629 The complaint Mrs D and Mr D complain that Ageas Insurance Limited (Ageas) caused damage to their vehicle following a claim under their roadside assistance insurance policy. For ease, any reference to Ageas includes actions taken by its agents on its behalf. What happened Th... (3 pages)View decision -
Decision Reference DRN-5984195
28 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5984195 The complaint Mr R complains about the amount he was charged by Advantage Insurance Company Limited to keep his car after it was declared a total loss following a claim made on his motor insurance policy. Reference to Advantage includes, where relevant, its agents. What happ... (4 pages)View decision -
Decision Reference DRN-5875752
28 Nov 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5875752 The complaint Mr G complains about the way Fortegra Europe Insurance Company Ltd handled a claim under his furniture warranty. Where I refer to Fortegra, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened • Mr G hol... (3 pages)View decision -
Decision Reference DRN-5823736
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5823736 The complaint Mr W is unhappy that HSBC UK Bank Plc didn’t reimburse him after he reported falling victim to a scam. Background In 2021, Mr W came across an advert on social media promoting what appeared to be an investment opportunity. He began communicating with a represen... (3 pages)View decision -
Decision Reference DRN-5943778
28 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5943778 The complaint Miss B complains that Lendable Ltd, trading as Autolend, irresponsibly provided her with a personal loan. What happened In March 2025, Miss B took out a loan with Lendable; she borrowed £6,500 over a term of 12 months, with regular monthly repayments of £664.7... (3 pages)View decision -
Decision Reference DRN-5984919
28 Nov 2025 Chubb European Group SE Not upheldInsuranceDRN-5984919 The complaint Mr C is unhappy with the assistance he received from Chubb European Group SE under his travel insurance policy (‘the policy’) when he required emergency medical treatment abroad. All reference to Chubb includes its medical assistance team and other agents. Wh... (5 pages)View decision
