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 384131 results
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Decision Reference DRN-5975952
26 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5975952 The complaint Ms Z complains about how Admiral Insurance (Gibraltar) Limited handled her travel insurance claim. All references to Ms Z include her representative, where relevant. What happened Ms Z was insured under a travel insurance policy provided by Admiral. She made a ... (2 pages)View decision -
Decision Reference DRN-5541924
26 Nov 2025 GoCardless Ltd Not upheldBanking and PaymentsDRN-5541924 The complaint A company, which I’ll refer to as S, complain about the upgrade of its account by GoCardless Ltd (GoCardless). S says this happened without prior notification or consent. In bringing this complaint, S is represented by its director, who I’ll refer to as Mr G. ... (5 pages)View decision -
Decision Reference DRN-5476488
26 Nov 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5476488 The complaint Mr U complains about a motor hire agreement he had with Ald Automotive Limited trading as Kia Contract Hire (Kia Contract Hire). He is unhappy about the amount he’s been charged on early termination after having to terminate the agreement early because he was m... (4 pages)View decision -
Decision Reference DRN-5976570
26 Nov 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5976570 The complaint Ms C complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) won’t refund the money she says was lost as the result of a scam. What happened In 2024, Ms C saw an advert for a car online on a marketplace. She was interested in the car and arranged ... (5 pages)View decision -
Decision Reference DRN-5976543
26 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5976543 The complaint Mr C complains that MotoNovo Finance Limited irresponsibly provided him with an unaffordable regulated hire purchase agreement. What happened Mr C was provided with a hire purchase agreement by MotoNovo in October 2022 to finance a car with a cash price of arou... (5 pages)View decision -
Decision Reference DRN-5711422
26 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5711422 The complaint Mr I complains that Aviva Life & Pensions UK Limited (‘Aviva’) paid him the wrong amount when his with-profits endowment policy matured in August 2023. What happened Mr I took out a with-profits endowment policy in August 1976, originally with Provident Mu... (4 pages)View decision -
Decision Reference DRN-5976531
26 Nov 2025 U.S. Bank Europe DAC UpheldBanking and PaymentsDRN-5976531 The complaint A company which I’ll refer to as “W” complains that U.S. Bank Europe DAC trading as Elavon Merchant Services (Elavon) treated them unfairly by not telling it about a chargeback claim raised against it. The complaint is brought on W’s behalf by its director, Mr... (5 pages)View decision -
Decision Reference DRN-5862703
26 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5862703 The complaint Mrs K complains that Bank of Scotland plc (‘BOS’) won’t refund the money she says was lost as the result of a scam. What happened Mrs K had a broker who had previously advised her on investment opportunities. In 2019, the broker introduced an investment with M... (4 pages)View decision -
Decision Reference DRN-5867665
26 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5867665 The complaint Mr W complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In October 2023, Mr W came across an advert for an investment company on a social media platform. He contacted the company and... (4 pages)View decision -
Decision Reference DRN-5919288
26 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5919288 The complaint The complaint arises from a banking relationship Mr P used to hold with HSBC UK Bank Plc. It’s one of two complaints he’s asked us to look at. The first complaint, which was referred to us in September 2024, is about problems with an overdraft in 2022. The seco... (2 pages)View decision
