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-5280030
10 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5280030 The complaint A complains AXA Insurance UK Plc unfairly declined its photography insurance claim. A is a limited company. It’s been represented for the complaint by its sole director ‘D’. D features in the account and discussion of the facts of the case. To avoid confusion ... (3 pages)View decision -
Decision Reference DRN-5024541
10 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5024541 The complaint Mr Q complains that Toyota Financial Services (UK) Plc (“TFS”) supplied him with a faulty car. Mr Q says as TFS hasn’t been able to repair the car, he wants to reject it. What happened Mr Q entered into a hire purchase agreement with TFS for the supply of a ca... (4 pages)View decision -
Decision Reference DRN-5288391
10 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5288391 The complaint Mr A complains about the service provided by Bank of Scotland plc (BoS) when it stopped an overseas bank transaction and blocked his account. Mr A is seeking an unblocking of his account and wants to transfer his funds to another bank account. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5319176
10 Feb 2025 London General Insurance Company Limited Not upheldInsuranceDRN-5319176 The complaint Mr R complains London General Insurance Company Limited trading as Assurant (“Assurant”) unfairly declined a claim he made on his motor warranty. What happened Mr R bought a warranty for his car in January 2024. In March 2024 Mr R made a claim on the policy fo... (4 pages)View decision -
Decision Reference DRN-5302165
10 Feb 2025 AWP P&C S.A. Not upheldInsuranceDRN-5302165 The complaint Mr and Mrs S have complained that AWP P&C S.A. declined a claim they made on a travel insurance policy. As it is Mrs S leading on the complaint, I will mostly just be referring to her in this decision. What happened Mrs S and family were due to go on a tr... (2 pages)View decision -
Decision Reference DRN-5299326
10 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5299326 The complaint Mr E and Miss R complain that Shawbrook Bank Limited (the “Lender”) failed to accept its liability for the mis-selling of timeshares it had financed the purchase of in November 2016 and August 2017. They also complain the Lender irresponsibly granted them loans... (16 pages)View decision -
Decision Reference DRN-4680731
10 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4680731 The complaint Mr D complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (4 pages)View decision -
Decision Reference DRN-4801568
10 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4801568 The complaint Mr S complains that HSBC UK Bank Plc trading as first direct (“First Direct”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, M... (2 pages)View decision -
Decision Reference DRN-5156303
10 Feb 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5156303 The complaint Mr V complains that HSBC UK Bank Plc irresponsibly lent him a personal loan. What happened In July 2021 Mr V took a personal loan with HSBC. He borrowed £9,350 over a term of 60 months at an APR of 7.9%, giving a monthly payment of £187.97. In 2024, Mr V compla... (3 pages)View decision -
Decision Reference DRN-5318157
10 Feb 2025 Melton Mowbray Building Society Not upheldBanking and PaymentsDRN-5318157 The complaint Mr H complains Melton Mowbray Building Society trading as The Melton Building Society (Melton) provided poor customer service when he telephoned for a password. What happened Mr H says he telephoned Melton on the 23 September 2024 to obtain a password to set up... (3 pages)View decision
