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 369227 results
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Decision Reference DRN-5284892
6 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5284892 The complaint Mr S is unhappy that Aviva Insurance Limited (Aviva) declined his private medical insurance claim. He’s also unhappy with the service and communication provided by Aviva. Mr S is being represented by his wife, Ms K, on this complaint. What happened In June 2023... (3 pages)View decision -
Decision Reference DRN-5200332
6 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5200332 The complaint Mr A has complained about HSBC UK Bank Plc not refunding several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr A fell victim to an ... (4 pages)View decision -
Decision Reference DRN-5310112
6 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5310112 The complaint Mr M complains about Healthcare Finance Limited’s (HFL) response to his claim brought under section 75 Consumer Credit Act 1974 (s.75) in respect of dental aligner treatment he bought using a fixed sum loan from it What happened In August 2023 Mr M bought denta... (5 pages)View decision -
Decision Reference DRN-5134431
6 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5134431 The complaint Miss F complains Metro Bank PLC didn’t do enough to help get a refund for two purchases made on her debit card. What happened Miss F made a purchase online in August 2023 paying with her Metro Bank debit card. Miss F says she was incorrectly charged twice and ... (3 pages)View decision -
Decision Reference DRN-5290353
6 Feb 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5290353 The complaint Ms S and Mr W complain ARAG Legal Expenses Insurance Company Limited’s original decision to decline a home emergency claim they made under their landlord insurance policy was unfair. What happened The details of what happened are well known to both parties. So,... (2 pages)View decision -
Decision Reference DRN-5311650
6 Feb 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5311650 The complaint Mrs K is unhappy that a car supplied to her under a hire purchase agreement with Secure Trust Bank Plc trading as V12 Vehicle Finance was of an unsatisfactory quality. Mrs K has been represented during the claim and complaint process by Mr K. For ease of refe... (6 pages)View decision -
Decision Reference DRN-5101604
6 Feb 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5101604 The complaint Mr K complains The Royal Bank of Scotland Plc (“RBS”) didn’t do enough to help get a refund for a purchase made on his debit card. What happened In June 2024, Mr K contacted RBS for help in getting a refund for an insurance policy, on the basis the services ha... (3 pages)View decision -
Decision Reference DRN-4833495
6 Feb 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4833495 The complaint Miss G complains Kroo Bank Ltd (“Kroo”) won’t refund payments she made after falling victim to a scam. What happened Miss G was in her initial week with her employer, and she received an email from someone claiming to be her manager. The individual said they ne... (4 pages)View decision -
Decision Reference DRN-5255456
6 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5255456 The complaint Mr A is unhappy with what Aviva Insurance Limited did after he made a claim on his legal expenses insurance policy. Although the policy is in joint names as the claim and complaint have been brought by Mr A I’ll refer to him in this decision. All references to ... (3 pages)View decision -
Decision Reference DRN-5187967
6 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5187967 The complaint Mr C complains about esure Insurance Limited’s handling of his car insurance claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here, concentrating on the key issues as I see them. I have re... (4 pages)View decision
