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-5366121
18 Mar 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5366121 The complaint Mr E has complained that Haven Insurance Company Limited failed to tell him it had settled a third party (TP) claim under his commercial van insurance policy. Mr E wants compensation for the inconvenience caused by Haven’s failing. Mr E is being represented by ... (2 pages)View decision -
Decision Reference DRN-5403008
18 Mar 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5403008 The complaint Mr C complains that Telefonica UK Limited trading as O2 failed to supply the goods it agreed to provide him under a fixed sum loan agreement. What happened Mr C entered into a fixed sum loan with Telefonica in January 2024 to cover the cost of purchasing a mobi... (4 pages)View decision -
Decision Reference DRN-5096314
18 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5096314 The complaint Miss F complains that Bank of Scotland Bank plc trading as Halifax won’t refund the money she lost when she fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary... (5 pages)View decision -
Decision Reference DRN-5353796
18 Mar 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5353796 The complaint Ms H has complained that Assurant General Insurance Limited (AGIL) told her it would repair her mobile phone and about the condition of the replacement phone it sent to her when she made a claim under her mobile phone insurance policy. What happened Ms H called... (3 pages)View decision -
Decision Reference DRN-5327902
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5327902 The complaint Ms S and Ms B have complained about how HSBC UK Bank Plc (“HSBC”) handled an unsuccessful international payment. What happened On 24 April 2024, Ms S and Ms B instructed HSBC over the phone to send a large amount of money to an overseas bank account in Euros. H... (3 pages)View decision -
Decision Reference DRN-5353966
18 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5353966 The complaint Mr and Mrs O complain that Starling Bank Limited (‘Starling’) won’t reimburse the money they paid to a builder. What happened Mr and Mrs O say that they looked on reputable sites to find a builder to complete an extension at their property. An individual I wil... (3 pages)View decision -
Decision Reference DRN-5396970
18 Mar 2025 Santander UK Plc UpheldMortgagesDRN-5396970 The complaint Mr C and Ms W complain about Santander UK plc’s treatment of them following their request for a new interest rate product and a term extension on their mortgage. They say its communication was unclear and confusing, and as a result their mortgage is on a higher... (4 pages)View decision -
Decision Reference DRN-4250439
18 Mar 2025 ReAssure Limited Not upheldInsuranceDRN-4250439 The complaint The trustees of the E trust, represented by Mr E, complain about how ReAssure Limited have administered a reviewable whole of life (RWOL) policy they hold. They’re unhappy with the outcome of the 2020 policy review which said that the premiums would have to sig... (11 pages)View decision -
Decision Reference DRN-5339210
18 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5339210 The complaint Mr W complains about the amount offered to him by Admiral Insurance (Gibraltar) Limited (“Admiral”) under his van insurance policy after his van was written off. What happened Mr W had a motor insurance policy with Admiral covering his van. He was involved in a... (3 pages)View decision -
Decision Reference DRN-4954741
18 Mar 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4954741 The complaint Mr L is unhappy that a car supplied to him under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited trading as Mercedez-Benz Finance (‘MBFS’) was of an unsatisfactory quality. What happened In January 2024, Mr L was supplied with a use... (5 pages)View decision
