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 386831 results
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Decision Reference DRN-5092460
26 Jun 2025 esure Insurance Limited Not upheldInsuranceDRN-5092460 The complaint Mrs D complains about esure Insurance Limited’s settlement of her home insurance claim. esure’s been represented for the claim at points. For simplicity, I’ve generally referred to the representatives’ actions as being esure’s own. Mrs D’s been represented by ... (5 pages)View decision -
Decision Reference DRN-5592033
26 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5592033 The complaint Mr S complains about the service he received from HSBC UK Bank Plc in connection with a credit card application. What happened In February 2025, Mr S applied for a HSBC credit card. Some of the details he provided in his application didn’t match those held und... (4 pages)View decision -
Decision Reference DRN-5595828
26 Jun 2025 First Central Underwriting Limited UpheldInsuranceDRN-5595828 The complaint Mrs F complains at how First Central Underwriting Limited settled a claim she made on her motor insurance policy. What happened Mrs F held a motor insurance policy with First Central. After her car was damaged by fire, she made a claim to First Central for the ... (3 pages)View decision -
Decision Reference DRN-5649027
26 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5649027 The complaint Miss H complains Santander UK Plc (‘Santander’) won’t reimburse over £13,000 that was lost when she fell victim to a cryptocurrency investment scam. What happened In early 2022, Miss H came across an advertisement online that caught her eye and was immediately... (5 pages)View decision -
Decision Reference DRN-5646232
26 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5646232 The complaint Mr I complains through a representative that Oodle Financial Services Limited (“Oodle”) gave him a hire purchase agreement without carrying out sufficient affordability checks. Mr I has also said the relationship was unfair. What happened In July 2019, Oodle p... (3 pages)View decision -
Decision Reference DRN-5627725
26 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5627725 The complaint Mr S has complained that Liverpool Victoria Insurance Company Limited (LV) unfairly declined a claim under his home insurance policy for storm damage. What happened On 24 January 2025 Mr S made a claim to LV for storm damage to the flat roof of his kitchen. He... (3 pages)View decision -
Decision Reference DRN-5360581
26 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5360581 The complaint F complains that Starling Bank Limited has declined to reimburse the funds that have been lost to a scam from its account. Mr S is a director of F and brings the complaint on F’s behalf. F is represented by a claims management company which I’ll refer to as ‘M’... (3 pages)View decision -
Decision Reference DRN-5479518
26 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5479518 The complaint Mr F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr F applied for an Aqua credit card in March 2017. In his application, Mr F said he was earning ... (3 pages)View decision -
Decision Reference DRN-5645432
26 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5645432 The complaint Mr and Mrs S have buildings and contents insurance with Liverpool Victoria Insurance Company Limited (“LV”). They’ve complained because their premium increased due to a claim being lodged and because of the settlement offered for the claim. What happened Mr an... (4 pages)View decision -
Decision Reference DRN-5606613
26 Jun 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5606613 The complaint Mr S complains about the delay by National Savings and Investments (“NS&I”) in crediting his account with premium bond prizes following the monthly draw. He believes the 7 working day delay between notification and payment is unreasonable and treating custo... (3 pages)View decision
