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 392389 results
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Decision Reference DRN-6016546
11 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6016546 The complaint Mr and Mrs B complain about Admiral Insurance (Gibraltar) Limited’s handling of their home insurance claim Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Admiral has accepted it is accou... (5 pages)View decision -
Decision Reference DRN-5948636
11 Dec 2025 ICICI Bank UK Plc Not upheldBanking and PaymentsDRN-5948636 The complaint Miss O complains that ICICI Bank UK Plc blocked her account. What happened Miss O had three accounts with ICICI. In July 2025, ICICI carried out a review of the account and decided to block it. The account remains frozen. ICICI says its doing this in accordance... (2 pages)View decision -
Decision Reference DRN-6004582
11 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-6004582 The complaint Mr O complains about the quality of a used car supplied to him by Lendable Ltd trading as Autolend (“Autolend”). What happened Mr O acquired a used car from Autolend through a hire purchase agreement in December 2024. The car was around seven years old and whil... (5 pages)View decision -
Decision Reference DRN-5821601
11 Dec 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5821601 The complaint N, a company, is unhappy with the actions of HDI Global Specialty SE (‘HDI’) in relation to the way in which the terms of a commercial legal expenses insurance policy they claimed on has been implemented. In this complaint N’s submissions are made through a rep... (3 pages)View decision -
Decision Reference DRN-5800505
11 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5800505 The complaint Ms M has complained about Aviva Insurance Limited’s handling of a claim she made under her HomeServe home emergency policy. Ms M is being represented with this complaint. But for ease, I will refer to all actions and comments as being those of Ms M. References... (2 pages)View decision -
Decision Reference DRN-5845386
11 Dec 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5845386 The complaint Mr M complains Nationwide Building Society (“Nationwide”) lent to him irresponsibly. What happened Nationwide provided Mr M with a personal loan for £9,400 in September 2024, with a total amount repayable of £14,504.64 over 48 months. The monthly payments were... (5 pages)View decision -
Decision Reference DRN-5829192
11 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5829192 The complaint Mrs S complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs S has explained that between... (3 pages)View decision -
Decision Reference DRN-5481306
11 Dec 2025 Paynetics UK Limited Not upheldBanking and PaymentsDRN-5481306 THE COMPLAINT Mr C complains that Paynetics UK Limited (hereinafter “Trading 212”) will not reimburse him money he says he lost when he fell victim to a fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat th... (2 pages)View decision -
Decision Reference DRN-5987875
11 Dec 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5987875 The complaint Mr P complains about the quality of a vehicle that was supplied through a motor finance agreement with Blue Motor Finance Ltd (BMF). What happened In August 2024, Mr P acquired a used car through a hire purchase agreement with BMF. The car was around eight year... (4 pages)View decision -
Decision Reference DRN-6007786
11 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6007786 The complaint Mr P says Revolut Ltd (“Revolut”) failed to protect him from financial harm when he fell victim to a scam. What happened The facts of this complaint are well-known to both parties, so I see no reason to repeat them in detail here. In short, Mr P says he has bee... (2 pages)View decision