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 364766 results
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Decision Reference DRN-4857084
28 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4857084 The complaint Mr L complains that HSBC froze his bank account between 9 October and 24 November 2023, when they closed it. He says that HSBC took £2151.18 from his account that they have not returned to him. He has therefore lost out on this amount and also suffered hardship... (4 pages)View decision -
Decision Reference DRN-5034654
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5034654 The complaint Miss W complains that Revolut Ltd won’t refund money she lost when she was the victim of a crypto investment scam. Miss W is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll onl... (12 pages)View decision -
Decision Reference DRN-5251561
28 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5251561 The complaint Mrs C complains that TSB Bank plc have unfairly registered adverse information with the Credit Reference Agencies (CRA’s) regarding a late payment on her credit card. What happened Mrs C has a TSB credit card. She says that due to serious ill health with two of... (3 pages)View decision -
Decision Reference DRN-5241180
28 Jan 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5241180 The complaint Mrs D complains First Central Underwriting Limited (First Central) unfairly settled her claim after her car was stolen. First Central are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Firs... (2 pages)View decision -
Decision Reference DRN-5029164
28 Jan 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5029164 Complaint Mr H has complained about the quality of a car that Startline Motor Finance Limited (“Startline”) supplied to him through a hire-purchase agreement. Background In February 2023, Startline provided Mr H with finance for a used car. The car was around seven years ol... (8 pages)View decision -
Decision Reference DRN-5241114
28 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5241114 The complaint Mrs B complains about how Domestic & General Insurance Plc (DGI) dealt with and settled her claim after she reported a fault with her television. She says it broke her television and won’t repair or replace it. What happened On 1 November 2022 she incepted... (3 pages)View decision -
Decision Reference DRN-5193512
27 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5193512 The complaint Miss L complains about how AXA Insurance UK Plc handled a claim on her motor insurance. What happened Miss L had a motor insurance policy with AXA. In December 2023 she was involved in a minor road accident. She reported this to AXA. AXA instructed its approved... (4 pages)View decision -
Decision Reference DRN-4939741
27 Jan 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4939741 The complaint Mr R is unhappy that a car supplied to him under a conditional sale agreement with Toyota Financial Services (UK) PLC (“TFS”) was of an unsatisfactory quality. When I refer to what Mr R has said and what TFS has said, it should also be taken to include things ... (5 pages)View decision -
Decision Reference DRN-5156118
27 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5156118 The complaint Miss F complains that a car that was supplied to her under a finance agreement with a finance company that is now known as Stellantis Financial Services UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss F under a finance a... (3 pages)View decision -
Decision Reference DRN-5229923
27 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5229923 The complaint The estate of Mrs R complains that AXA Insurance UK Plc (“AXA”) declined to assist with a claim. The complaint is brought by Mrs F and Mr R, executors of the estate of Mrs R. What happened The late Mrs R had home insurance underwritten by AXA, incepted in Apri... (2 pages)View decision
