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 364862 results
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Decision Reference DRN-5268366
3 Feb 2025 Hedgehog Limited Not upheldInsuranceDRN-5268366 The complaint Mr J complains that Hedgehog Limited automatically renewed his motor insurance policy without reinstating his No Claims Discount (NCD). He wants £850 compensation for his trouble and upset. What happened Mr J’s policy taken out through Hedgehog was due for ren... (2 pages)View decision -
Decision Reference DRN-5272090
3 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5272090 The complaint Mr T complains about how Admiral Insurance (Gibraltar) Limited handled a claim made on his contents insurance policy. What happened Mr T was abroad staying in an apartment. He was packing the car ready to return to the UK. His wife had been leaving their bags ... (2 pages)View decision -
Decision Reference DRN-4708300
3 Feb 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-4708300 The complaint Mr L complains that Zopa Bank Limited is holding him responsible for the debt on a loan he says he didn’t apply for. He also says the loan was unaffordable. What happened The background to this complaint is well known to both parties, so I won’t repeat everyth... (4 pages)View decision -
Decision Reference DRN-5238974
3 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5238974 The complaint Mr J complains about the way esure Insurance Limited handled his motor insurance claim. He says they caused delays in resolving liability and in paying his total loss settlement. What happened Mr J held a motor insurance policy with esure. He contacted them in... (5 pages)View decision -
Decision Reference DRN-5296230
3 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5296230 The complaint Mr S is unhappy with HSBC UK Bank Plc. Mr S tried to pay a cheque into his Flex Saver account through the mobile banking app. But he was under the impression the money hadn’t been credited so tried again in a branch. Mr S was again given the impression the mone... (3 pages)View decision -
Decision Reference DRN-5304722
3 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5304722 Complaint Mr O has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his current account. He’s said the charges were applied unfairly as he was allowed to use his overdraft for a prolonged period. Mr O is being represented in his complaint. Backg... (5 pages)View decision -
Decision Reference DRN-5261172
3 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5261172 The complaint Mr C complains about the settlement that Admiral Insurance (Gibraltar) Limited offered him for the loss of his car following a claim made on his motor insurance policy. What happened Mr C’s car was stolen and later recovered damaged, and he made a claim on his... (3 pages)View decision -
Decision Reference DRN-5267120
3 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5267120 The complaint Mr B has complained about Aviva Insurance Limited’s decision to reject a claim he made for storm damage under a buildings insurance policy he shares jointly with Mrs P. All reference in my decision to the insurer Aviva includes agents acting on its behalf. What... (3 pages)View decision -
Decision Reference DRN-5226273
3 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5226273 The complaint G complains that HSBC UK Bank Plc did not help it obtain a refund for services which were not as described. What happened G is a limited company. It has brought this complaint through its chief executive, so any reference to G’s arguments is a reference to thos... (2 pages)View decision -
Decision Reference DRN-5217435
3 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5217435 The complaint Mr J complains about the way AXA Insurance UK Plc handled a claim he made under his motor insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr J took out a motor insurance policy with an independent insur... (5 pages)View decision
