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 369228 results
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Decision Reference DRN-5400648
19 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5400648 The complaint Miss F complains about the way Ageas Insurance Limited (“Ageas”) handled her car insurance claim. All references to Ageas in this decision include its appointed agents and representatives. What happened On 13 April 2024, Miss F’s car was damaged by a Lime Bike ... (4 pages)View decision -
Decision Reference DRN-5361822
19 Mar 2025 Wakam Not upheldInsuranceDRN-5361822 The complaint Mr C and Mrs M have complained about the service provided by Wakam Insurance Company (‘Wakam’) in relation to their claim for water damage under their home insurance policy. For the avoidance of doubt, the term ‘Wakam’ includes Wakam’s agents and representative... (4 pages)View decision -
Decision Reference DRN-5355654
19 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5355654 The complaint Mr S is unhappy with HSBC UK Bank Plc. Mr S wanted to transfer some money abroad and when he visited his branch a staff member recommended he open a Global Money Transfer account (GMA). The transfer didn’t go through, and Mr S ended up using his original accoun... (2 pages)View decision -
Decision Reference DRN-5113993
19 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5113993 The complaint Mr A, through his representative, complains that National Westminster Bank Plc approved a credit card for him in August 2022 with a credit limit of £7,350 which he says he could not afford. What happened Mr A’s representative sent to NatWest its letter of comp... (3 pages)View decision -
Decision Reference DRN-5031623
19 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5031623 The complaint Mr G holds/held a credit card account with NewDay Ltd trading as Debenhams Mastercard (“NewDay”). Mr G’s complaint is about NewDay’s refusal to reimburse him money he says he lost due to fraud. What happened The circumstances of this complaint are well known to... (4 pages)View decision -
Decision Reference DRN-5169174
19 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5169174 Complaint Mrs S is unhappy that National Westminster Bank Public Limited Company (“NatWest”) didn’t reimburse her after she told it she’d fallen victim to a scam. Mrs S has brought this complaint with the assistance of a professional representative, but for simplicity’s sake... (2 pages)View decision -
Decision Reference DRN-5136017
19 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5136017 The complaint Ms M is unhappy that an electric car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited (‘BMWFS’) had been misrepresented to her – it failed to achieve the range she was advised and the sale price she paid was higher than t... (4 pages)View decision -
Decision Reference DRN-5292177
19 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5292177 The complaint Mr R has complained about problems he had with esure Insurance Limited when he tried to renew his car insurance policy in November 2023. And about the further problems he had with the new policy he took out with regards to changing the vehicle insured under it ... (3 pages)View decision -
Decision Reference DRN-5410126
19 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5410126 The complaint Mr and Mrs H complain that U K Insurance Limited (UKI) incorrectly cancelled their van insurance policy leaving them out of pocket and suffering distress and inconvenience that they haven’t been fairly compensated for. What happened The background of this comp... (3 pages)View decision -
Decision Reference DRN-5374481
19 Mar 2025 Tedaisy Underwriting Limited Not upheldInsuranceDRN-5374481 The complaint Mr G’s complaint follows a claim he made on a pet insurance policy sold to him by Tedaisy Underwriting Limited (‘Tedaisy’). Mr G says the policy was missold and that this affected him financially and emotionally. What happened Mr G took out a pet insurance with... (3 pages)View decision
