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 367300 results
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Decision Reference DRN-5427109
16 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5427109 The complaint Mr B and Mrs G have complained that AXA Insurance UK Plc (AXA) unfairly declined a claim under their home insurance policy. References to AXA include companies acting on its behalf. What happened Mr B and Mrs G made a claim for a burglary at their home. AXA a... (3 pages)View decision -
Decision Reference DRN-4885640
16 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4885640 The complaint Mr A complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost to a job scam. What happened The events leading up to this complaint are known to both parties. I won’t repeat all the details here. In summary, Mr A says that in August 2023 he was c... (3 pages)View decision -
Decision Reference DRN-5504327
16 May 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5504327 The complaint Mr and Mrs B’s complaint relates to a mortgage they have with The Mortgage Business Plc (TMB). They have complained that there are three sub-accounts on the mortgage, that add £50,000 to the mortgage balance. Mr and Mrs B are also unhappy that TMB has taken leg... (5 pages)View decision -
Decision Reference DRN-5552164
16 May 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5552164 The complaint Mr H complains about a claim he made to Tesco Personal Finance Limited (Tesco) in respect of a holiday resort not being as described. What happened In June 2023, Mr H paid £3,611.62 using his Tesco credit card for a packaged holiday which was to take place betw... (4 pages)View decision -
Decision Reference DRN-5559021
16 May 2025 Glenside Finance Limited Not upheldConsumer CreditDRN-5559021 The complaint Mr S is unhappy with how Glenside Finance Limited treated his situation when he got into financial difficulty in relation to a hire purchase agreement. What happened Mr S has been represented on this case both in communications with Glenside and our service. B... (7 pages)View decision -
Decision Reference DRN-5165892
16 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5165892 The complaint Mrs M complains that Bank of Scotland plc trading as Halifax won’t reimburse the money she says she’s lost to a scam. What happened Mrs M says she’s fallen victim to a cryptocurrency investment scam. Between September 2021 and July 2022, she sent the following ... (2 pages)View decision -
Decision Reference DRN-5434517
16 May 2025 One Insurance Limited UpheldInsuranceDRN-5434517 The complaint Mr S is unhappy with what One Insurance Limited did after he sought assistance from a legal insurance policy taken out alongside his motor insurance. What happened In January 2023 Mr S took out motor insurance with One Insurance. Alongside that he took out “Bas... (3 pages)View decision -
Decision Reference DRN-5531594
16 May 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5531594 The complaint Mr K has complained that Great Lakes Insurance SE unfairly refused a claim on his guaranteed asset protection (GAP) policy and accused him of dishonesty in the process. The insurance intermediary which administers the policy have taken the majority of actions M... (4 pages)View decision -
Decision Reference DRN-4943247
16 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4943247 The complaint Mr W complains that Nationwide Building Society (Nationwide) refused to reimburse him for a recurring payment set up on his debit card without his consent. Mr W seeks an apology and requests Nationwide provide a list of all recurring payments set up on his acco... (3 pages)View decision -
Decision Reference DRN-5273039
16 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5273039 The complaint Mr L is unhappy Nationwide Building Society (“Nationwide”) hasn’t reimbursed him after he fell victim to an investment scam. What happened The details of the complaint are well known to both parties, so I won’t go into too much detail again here. However, in su... (3 pages)View decision
