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 369228 results
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Decision Reference DRN-5287981
12 Feb 2025 Ocaso SA, Compania de Seguros y Reaseguros Not upheldInsuranceDRN-5287981 The complaint Mr H complains Ocaso SA, Compania de Seguros y Reaseguros unfairly declined his escape of water claim. Ocaso’s been represented for the claim. For simplicity I’ve generally referred to the representatives’ actions as being Ocaso’s own. Mr H’s been represented ... (2 pages)View decision -
Decision Reference DRN-5244732
12 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5244732 The complaint Mr and Miss M complain about the way AXA Insurance UK Plc dealt with a claim Mr M made under their home insurance policy. As the lead complainant is Mr M, I will refer to him in my decision on behalf of Mr M and Miss M. What happened In July 2023 Mr M reported ... (2 pages)View decision -
Decision Reference DRN-5193372
12 Feb 2025 Metro Bank PLC Not upheldMortgagesDRN-5193372 The complaint Mr J complains that Metro Bank PLC gave him unsuitable advice to consolidate his unsecured debts during a re-mortgage application. He says it didn’t take account of the costs associated with the increased period over which the debt was to be repaid. He also co... (6 pages)View decision -
Decision Reference DRN-5023991
12 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5023991 The complaint Mr J says HSBC UK Bank PLC (“HSBC”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened At this point, the facts of the case are well known to both parties, so I won’t repeat them in detail here. In short, Mr J is di... (2 pages)View decision -
Decision Reference DRN-5255210
12 Feb 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5255210 The complaint Mrs D complains that Metro Bank PLC cancelled her direct debit in error. What happened Mrs D explains that she gave authority to a merchant for a direct debit payment mandate to be set up on 29 October 2024. But that she was told by the merchant that this was c... (2 pages)View decision -
Decision Reference DRN-5293316
12 Feb 2025 Paymentsense Limited UpheldBanking and PaymentsDRN-5293316 The complaint A company I’ll call T complains that Paymentsense Limited trading as Dojo (Dojo) refused to waive a fee of £12.41 that was incurred during what T understood to be a free trial. T is represented by one of its directors, Mr J. What happened Mr J told our service ... (2 pages)View decision -
Decision Reference DRN-5325191
12 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5325191 The complaint Mr P complains that Santander UK Plc won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. What happened On 20 January 2025, I issued my provisional decision on this complaint. I wanted to give both parties a chan... (8 pages)View decision -
Decision Reference DRN-4818576
12 Feb 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-4818576 Complaint Mr K complains that Lex Autolease (“Lex”) unfairly failed to notify him of the additional tax charge that it passed onto him as part of a hire agreement. Background In March 2022, Mr K signed a regulated hire agreement with Lex in order to hire a brand- new car. T... (4 pages)View decision -
Decision Reference DRN-5221594
12 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5221594 The complaint Mr C is unhappy with the service HSBC UK Bank Plc trading as first direct bank (HSBC) provided when he sought their assistance with a refund he was due. What happened Mr C made an overpayment using his credit card with another provider. He was due a refund and... (2 pages)View decision -
Decision Reference DRN-5261669
12 Feb 2025 A plan holdings Not upheldInsuranceDRN-5261669 The complaint Mr M complains that A plan holdings (A plan) mis-sold him several marine insurance policies over the years. What happened Mr M holds a marine insurance policy with the policy being placed through by A plan, who arranged insurance for him for more than 10 years... (2 pages)View decision
