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 384133 results
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Decision Reference DRN-5892962
28 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5892962 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited unfairly handled his request to cancel a motor insurance policy – as it provided him with incorrect figures of a pro-rata refund. What happened The circumstances of this case are well known to both parti... (3 pages)View decision -
Decision Reference DRN-5612117
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5612117 The complaint and background Mr H complains that HSBC UK Bank Plc won’t reimburse money he lost when he fell victim to cryptocurrency recovery scams. Between the period of February and October 2024, Mr H made around £70,000 in payments from his account with HSBC which were ... (3 pages)View decision -
Decision Reference DRN-5612122
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5612122 The complaint and background Mr H complains that Revolut Ltd won’t reimburse money he lost when he fell victim to a cryptocurrency recovery scam. Between the period of March and May 2024, Mr H made around £39,000 in payments from his account with Revolut to accounts he held ... (2 pages)View decision -
Decision Reference DRN-5423630
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5423630 The complaint Mr D has complained that his bank, Barclays Bank UK PLC, failed to stop him from falling victim to an investment scam and refused to refund all the money he lost. What happened Mr D said that in March 2022 he was contacted about investing in foreign exchange b... (5 pages)View decision -
Decision Reference DRN-5984117
28 Nov 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5984117 The complaint Mr I complains about end of contract charges for a car supplied under a hire agreement by Volvo Car UK Limited (“VC”). What happened Both parties are familiar with the background of this complaint so I will only summarise what happened briefly here. In Novemb... (4 pages)View decision -
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
