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 366874 results
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Decision Reference DRN-5347232
14 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5347232 The complaint Mr L complains that AXA Insurance UK Plc (“AXA”) undervalued his vehicle following an accident and refused to fix it. What happened Mr L holds a motor trade policy with AXA. In February 2024 Mr L told AXA about an incident which had occurred when a third-party ... (2 pages)View decision -
Decision Reference DRN-4695487
14 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4695487 The complaint Mr S complains that HSBC UK Bank Plc (“HSBC”) have failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on giving the ... (2 pages)View decision -
Decision Reference DRN-5398285
14 Mar 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5398285 The complaint Mr S complains about Domestic & General Insurance Plc’s (D&G) handling and decline of a claim made under his cooker insurance policy. What happened Mr S has an insurance policy for his cooker with D&G, this provides cover for breakdowns and acciden... (8 pages)View decision -
Decision Reference DRN-5317551
14 Mar 2025 Canada Life Limited Not upheldInsuranceDRN-5317551 The complaint The estate of Mr M (the estate) complained that Canada Life Limited (CL) declined a claim on his employer’s group critical illness policy. Throughout the claim and complaint process, the estate has had a representative helping. In this decision, any reference t... (4 pages)View decision -
Decision Reference DRN-5316437
14 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5316437 The complaint Mr L complains that Revolut Ltd (“Revolut”) have failed to refund money that Mr L lost as part of a scam. What happened Mr L found an advert on a social media site for a company that purported to be an investment firm but was actually a scammer that I will call... (3 pages)View decision -
Decision Reference DRN-5260354
14 Mar 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5260354 The complaint Mr R complains about the interest rate Everyday Lending Limited has charged for his fixed sum loan agreement. He’s also unhappy with its actions when he asked to settle the loan early. What happened Mr R took out a fixed sum ... (3 pages)View decision -
Decision Reference DRN-4672591
14 Mar 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-4672591 The complaint Miss Y complains Northern Bank Limited trading as Danske Bank didn’t do enough to help get a refund for transactions made on her debit card. What happened The details of this complaint are well known to both parties, so I won’t repeat them at length here. As a... (3 pages)View decision -
Decision Reference DRN-5027011
14 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5027011 The complaint Mr S complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr S is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties... (9 pages)View decision -
Decision Reference DRN-5373544
14 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5373544 The complaint Mrs and Mr G complain that Lloyds Bank PLC (“Lloyds”) won’t refund the money they lost when they fell victim to an investment scam. The investment under discussion here was made in Mrs G’s sole name. However, the payments were made from a joint account held by ... (6 pages)View decision -
Decision Reference DRN-5384234
14 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5384234 The complaint Mrs X has complained about the quality of a car provided on finance by Stellantis Financial Services UK Limited (Stellantis). What happened Stellantis supplied Mrs X with a used car on a hire purchase agreement in February 2022. The cash price of the car was a... (4 pages)View decision
