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 388057 results
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Decision Reference DRN-5596018
18 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5596018 The complaint Mr B has complained that Liverpool Victoria Insurance Company Limited unfairly didn’t pay him the market value of his converted campervan under his motor policy after it was stolen. What happened Mr B’s campervan was stolen in April 2024. He had converted his ... (3 pages)View decision -
Decision Reference DRN-5163275
18 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5163275 The complaint Ms M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund her the amount she lost as the result of a scam. Ms M is being represented by a third party. To keep things simple, I will refer to Ms M throughout my decision.... (3 pages)View decision -
Decision Reference DRN-5401051
18 Jul 2025 Nationwide Building Society Not upheldMortgagesDRN-5401051 The complaint Mr C complains that Nationwide Building Society gave him wrong advice about an early repayment charge (ERC) when he ported his mortgage. The mortgage was in joint names and Mr C said he was told he would be refunded the entire ERC, only to then be given 50% of ... (3 pages)View decision -
Decision Reference DRN-5654327
18 Jul 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5654327 The complaint Mr F has complained about the total loss settlement he received from Acromas Insurance Company Limited when he made a claim under his car insurance policy. What happened Mr F’s car was involved in an incident and he made a claim to his insurer, Acromas. An engi... (2 pages)View decision -
Decision Reference DRN-5699949
18 Jul 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5699949 The complaint Mrs G is unhappy that Harbour Rock Capital Ltd, trading as Pension Access, have asked her to pay an advice fee which she feels is not justified. What happened Mrs G had six separate workplace defined contribution pension policies with a pension provider I’ll ca... (8 pages)View decision -
Decision Reference DRN-5638298
18 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5638298 The complaint Mr J has complained that HSBC UK Bank Plc (“HSBC”) allowed him to spend £900,000 from his HSBC accounts within a 12-month period on gambling transactions. Mr J says that HSBC should’ve prevented him from making these transactions as it was evident that he had a... (3 pages)View decision -
Decision Reference DRN-5580025
18 Jul 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5580025 The complaint Mrs D complains about three credit agreements taken out in her name with Telefonica UK Limited trading as O2. What happened In November 2022, Telefonica received an application for a credit agreement in Mrs D’s name, to buy a mobile telephone device. A second a... (3 pages)View decision -
Decision Reference DRN-5516407
18 Jul 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5516407 The complaint Miss L has complained about the market value settlement Ageas Insurance Limited offered when she made a claim under her car insurance policy. What happened Miss L’s car was stolen and later recovered. Ageas said it wasn’t economical to repair Miss L’s car and o... (2 pages)View decision -
Decision Reference DRN-5521735
18 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5521735 The complaint Miss S complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an advance fee scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-5467356
18 Jul 2025 Markerstudy Insurance Company Limited Not upheldInsuranceDRN-5467356 The complaint Miss G complained about Markerstudy Insurance Company Limited’s (“Markerstudy”) handling of a claim made against her by a third-party, under her motor insurance policy. What happened Miss G said Markerstudy paid a third-party’s claim even though there was no co... (3 pages)View decision