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-5289462
31 Jan 2025 HSBC UK Bank Plc UpheldInvestmentsDRN-5289462 The complaint Mr A and Mr V complain that HSBC UK Bank Plc delayed transferring their Child Trust Fund (CTF) to a Junior Individual Savings Account (JISA) with another provider. What happened Mr A and Mr V submitted a transfer request to HSBC on 25 March 2024 through their J... (4 pages)View decision -
Decision Reference DRN-5264914
31 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5264914 The complaint Dr A is unhappy with the service provided by Liverpool Victoria Insurance Company Limited (LV) following a claim made on her home insurance policy for storm damage. LV is the underwriter of this policy. Part of this complaint concerns the actions of third part... (4 pages)View decision -
Decision Reference DRN-5087786
31 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5087786 The complaint Miss C complains that Santander UK Plc didn't proceed with the chargeback claim she sought to raise against a merchant. What happened Miss C purchased some decking from a merchant, M, using her debit card. She asked Santander to raise a chargeback claim as... (2 pages)View decision -
Decision Reference DRN-5248551
31 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5248551 The complaint Miss K complains about how U K Insurance Limited (UKI).dealt with a claim under her motor insurance policy when her vehicle was in collision with a third party vehicle. Miss K is unhappy at the decision made by UKI on liability for the claim and that UKI didn’t... (5 pages)View decision -
Decision Reference DRN-5245870
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5245870 The complaint Mrs B is unhappy that HSBC UK Bank Plc declined several purchases she tried to make using her global money account while she was overseas. What happened Mrs B tried to make a payment while overseas using her HSBC global money account. But the transaction was fl... (3 pages)View decision -
Decision Reference DRN-5250322
31 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5250322 The complaint Mr W1 and Mr W2 complain that Admiral Insurance (Gibraltar) Limited declined their travel insurance claim. As Mr W2 has led this complaint for simplicity I’ve just referred to Mr W2 unless the facts require otherwise. What happened Mr W2 has an annual travel ... (4 pages)View decision -
Decision Reference DRN-5012078
31 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5012078 The complaint Miss H complains that Revolut Ltd is refusing to refund her the amount she lost as the result of a scam. Miss H is being represented by a third party. To keep things simple, I will refer to Miss H throughout my decision. What happened The background of this com... (8 pages)View decision -
Decision Reference DRN-5184264
31 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5184264 The complaint Mrs B complains that Vanquis Bank Limited lent to her irresponsibly. What happened On 27 March 2015, Mrs B opened a credit card account with Vanquis with an initial £150 credit limit. Over the years, there have been a number of credit limit increases (CLI) as s... (3 pages)View decision -
Decision Reference DRN-5238615
31 Jan 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5238615 The complaint Mrs N complains about how Tesco Underwriting Limited (Tesco) dealt with a claim on her motor insurance. What happened Mrs N had motor insurance underwritten by Tesco. Her car was involved in an accident and she made a claim on her insurance policy. Tesco told h... (3 pages)View decision -
Decision Reference DRN-5262093
31 Jan 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5262093 The complaint Ms K complains Great Lakes Insurance UK Limited has unfairly declined a claim she’s made on her travel insurance policy following water damage to two phones covered under the policy. What happened The background to this complaint is well known to the parties an... (3 pages)View decision
