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 365360 results
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Decision Reference DRN-4862844
10 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4862844 The complaint Mrs B complains that HSBC UK Bank plc won’t refund to her the £1,245.87 that she paid for a hotel booking. What happened Mrs B used her HSBC credit card to pay £1,245.87 in August 2023 for a non-refundable hotel booking. She says that she became aware in Januar... (2 pages)View decision -
Decision Reference DRN-4758138
10 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4758138 The complaint Mr W complains that Wise Payments Limited didn’t do enough to prevent the loss he suffered when he sent money to one of their customers as the result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only... (2 pages)View decision -
Decision Reference DRN-5298952
10 Feb 2025 ActiveQuote Limited Not upheldInsuranceDRN-5298952 The complaint Mr N has complained that ActiveQuote Limited mis-sold him a private medical insurance policy. What happened Mr N bought the policy over the phone in January 2023. When he later made a claim on the policy, the insurer required him to provide a medical report at... (2 pages)View decision -
Decision Reference DRN-5301465
10 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5301465 The complaint Mr R complains American Express Services Europe Limited (Amex) failed to highlight he wasn’t eligible for the introductory welcome bonus points when he applied for a new credit card with them. What happened Mr R says his wife received an offer from Amex that st... (2 pages)View decision -
Decision Reference DRN-5232424
10 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5232424 The complaint Ms B and Mr R are unhappy with the way U K Insurance Limited (“UKI”) dealt with a claim made by Mr R on their legal expenses insurance policy. Ms B and Mr R are joint policyholders but as all submissions have been made by Mr R, for ease I’ll refer to him in thi... (2 pages)View decision -
Decision Reference DRN-4878726
10 Feb 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-4878726 The complaint Miss C complains that MotoNovo Finance Limited (“MotoNovo”) supplied her with a car that wasn’t of satisfactory quality. What happened In July 2023, Miss C acquired a used car using a hire purchase agreement with MotoNovo. The car was over six years old, the c... (7 pages)View decision -
Decision Reference DRN-5028003
10 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5028003 The complaint Mr H complains Advantage Insurance Company Limited (Advantage) declined the claim he made under his home insurance policy. What happened The events of this complaint are well known to both parties and so I’ve summarised events. In June 2023 Mr H’s property was ... (4 pages)View decision -
Decision Reference DRN-4969441
10 Feb 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4969441 The complaint Mr N complained about Hargreaves Lansdown Asset Management Limited (“HL”). He said it shouldn’t have allowed a withdrawal to his business partner and joint account holder. He said HL should remove restrictions to the account for him, so that he could have acces... (4 pages)View decision -
Decision Reference DRN-5273969
10 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5273969 The complaint Miss A complains about AXA Insurance UK Plc (“AXA”) and the service she’s received following the claim she made on her home insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chr... (4 pages)View decision -
Decision Reference DRN-5214223
10 Feb 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5214223 The complaint Mr O is unhappy with Yorkshire Building Society’s (YBS) handling of his Individual Savings Account (ISA) transfer request. What happened In April 2024 YBS received a request to transfer the funds held in Mr O’s ISA to another provider. YBS rejected the request... (2 pages)View decision
