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 370903 results
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Decision Reference DRN-5373358
30 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5373358 The complaint Mr S complains that HSBC UK Bank Plc (HSBC) hasn’t reimbursed him for payments he made in 2018 to what he now believes to have been a fraudulent investment. This decision concerns the payments Mr S made from his account with HSBC. Separate payments made Mr S in... (4 pages)View decision -
Decision Reference DRN-5141808
30 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5141808 The complaint Company T, a limited company, complains that The Royal Bank of Scotland Plc (RBS) hasn’t reimbursed it for payments it made to what Company T now believes to have been a fraudulent investment scheme. Company T brings its complaint with the benefit of profession... (4 pages)View decision -
Decision Reference DRN-5271684
30 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5271684 The complaint Mr S complains that Wise Payments Limited trading as Wise won’t refund money he said he lost to a scam. A firm represents Mr S, but for ease I have referred to Mr S in this decision. What happened Mr S said between August 2022 and September 2022 he made paymen... (2 pages)View decision -
Decision Reference DRN-5655716
30 Jun 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5655716 The complaint Mr S has complained about the service received off the back of purchasing goods using his Frasers Group Financial Services Limited (“FGFS”) credit agreement. What happened The circumstances of the complaint are well known so I’m not going to repeat everything ... (2 pages)View decision -
Decision Reference DRN-5589297
30 Jun 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5589297 The complaint Mr S has complained about Accelerant Insurance Europe SA/NV UK Branch’s decision to avoid his taxi insurance policy and decline his claim following an accident because of this. Any reference to Accelerant includes its agents. What happened Mr S’s taxi was insur... (2 pages)View decision -
Decision Reference DRN-5630628
30 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5630628 The complaint Mr F has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) blocked a payment, that he made via a third-party payment provider. Mr F says that he was unable to buy CDs at a reduced price as a result of NatWest blocking his payment. Wha... (2 pages)View decision -
Decision Reference DRN-5441747
30 Jun 2025 HDI Global Specialty SE UpheldInsuranceDRN-5441747 The complaint Mr and Mrs R complain that HDI Global Specialty SE (“HDI”) declined a claim for the theft of jewellery under their home contents insurance policy. I’ll refer to Mr R in my decision for ease. What happened Mr R discovered that items of jewellery had gone missing... (3 pages)View decision -
Decision Reference DRN-5652200
30 Jun 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5652200 The complaint Ms B complains about Marshmallow Insurance Limited’s decision to cancel her motor insurance policy. What happened Ms B had a motor insurance policy with Marshmallow. In March 2024 after she was involved in an incident with a third-party vehicle, she notified Ma... (3 pages)View decision -
Decision Reference DRN-5459229
30 Jun 2025 Heath Crawford Limited Not upheldInsuranceDRN-5459229 The complaint Mr S is unhappy that Heath Crawford Limited (HCL) mis-sold a private medical insurance policy to him. What happened Mr S took out a private medical insurance policy which started on 3 June 2024. HCL sold the policy on an advised basis. HCL recommended the polic... (4 pages)View decision -
Decision Reference DRN-5656148
30 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5656148 The complaint Miss S complains about the way Ageas Insurance Limited handled a claim she made on her car insurance policy for a damaged windscreen. What happened In November 2024 Miss S made a claim on her car insurance policy for damage to a windscreen. An agent of Ageas at... (2 pages)View decision
