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-5494535
16 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5494535 The complaint Mr and Mrs H are unhappy with what Aviva Insurance Limited did after they made a claim on their legal expenses insurance policy. Although the policy is in joint names, as the claim relates to Mr H, I’ll mainly refer to him in this decision. What happened In Feb... (3 pages)View decision -
Decision Reference DRN-5527326
16 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5527326 The complaint Mr D complains about how Tradex Insurance Company PLC settled a claim he made on his commercial vehicle policy. Reference to Tradex includes its agents. What happened Mr D held a commercial vehicle insurance policy with Tradex. When his van was stolen he made a... (3 pages)View decision -
Decision Reference DRN-4874417
16 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4874417 The complaint Mr C complains that HSBC UK Bank Plc (HSBC) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of thi... (2 pages)View decision -
Decision Reference DRN-5452564
16 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5452564 The complaint Mrs A and Mr W have complained about the liability decision U K Insurance Limited (UKI) made on a claim made under their motor insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full... (3 pages)View decision -
Decision Reference DRN-5244917
16 May 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5244917 The complaint Mr S is unhappy that J.P. Morgan Europe Limited, trading as Chase, will not refund all of the money that he lost as the result of an authorised push payment (APP) scam. Mr S brought his complaint to this service through a representative. For ease of reading I w... (4 pages)View decision -
Decision Reference DRN-5237953
16 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5237953 The complaint Mr and Mrs S are unhappy that Bank of Scotland plc, trading as Halifax, will not refund all of the money that Mr S lost as the result of an authorised push payment (APP) scam. Mr and Mrs S brought their complaint to this service through a representative. For ea... (3 pages)View decision -
Decision Reference DRN-5215626
16 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5215626 The complaint Mr K complains about HSBC UK Bank Plc’s handling of a chargeback claim. What happened Mr K purchased goods online via a merchant (who I’ll refer to as ‘P’ throughout this decision) in January 2024. Mr K says he didn’t receive the correct goods from P, so he re... (3 pages)View decision -
Decision Reference DRN-5411425
16 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5411425 The complaint Mr R has complained about the quality of the windscreen repair Admiral Insurance (Gibraltar) Limited had carried out on his car following a claim. What happened The details of this complaint are well known to both parties, so I will not repeat them again in fu... (3 pages)View decision -
Decision Reference DRN-5200218
16 May 2025 O'Connor and Co (Financial Services) Limited Not upheldPensions and AnnuitiesDRN-5200218 The complaint The estate of Mr R complains that O’Connor and Co (Financial Services) Limited gave Mr R unsuitable advice to transfer his deferred defined benefit (‘DB’) pension to a section 32 pension plan in 1990. What happened Around 1990 Mr R received advice from O’Connor... (3 pages)View decision -
Decision Reference DRN-5527448
16 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5527448 The complaint Mr K complains about being contacted regarding a credit card debt originally accrued with Barclays Bank UK Plc trading as Barclaycard. What happened Mr K had a credit card account with Barclaycard. This fell into arrears, and Barclaycard sold the account to a d... (2 pages)View decision
