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-5356088
19 Mar 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5356088 The complaint Ms F has complained that AXA PPP Healthcare Limited (trading as AXA Health) has excluded cover under a private medical insurance policy for lower back pain. What happened Ms F has held the policy since 1996. On 23 February 2024 AXA wrote to inform her that cov... (3 pages)View decision -
Decision Reference DRN-4882358
19 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4882358 The complaint Mr S complains about the way Starling Bank Limited (‘Starling’) handled his chargeback request. What happened Whilst based abroad, Mr S applied for a residency permit to the relevant government department, who I will refer to as ‘T’. He was due to attend a face... (3 pages)View decision -
Decision Reference DRN-5407897
19 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5407897 The complaint Mr and Mrs E complain Lloyds Bank General Insurance Limited trading as MBNA (Lloyds) unfairly cancelled their policy following an accidental damage claim under their home insurance. What happened I issued a provisional decision on 13 March 2025. This set out th... (4 pages)View decision -
Decision Reference DRN-5237069
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5237069 The complaint Mr W complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr W found an advert online for a company that could help him invest in cryptocurrency. I’ll refer to them as ‘V’ for the purposes of this decision. Unfortunate... (8 pages)View decision -
Decision Reference DRN-5391645
19 Mar 2025 Bank of Scotland Plc UpheldMortgagesDRN-5391645 The complaint Mr P is unhappy with valuations carried out on three of his buy-to-let (BTL) properties by surveyors appointed by Bank of Scotland plc trading as Birmingham Midshires (referred to here as BM). Mr P is also unhappy about the way BM’s solicitors dealt with two of... (5 pages)View decision -
Decision Reference DRN-5033125
19 Mar 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5033125 The complaint Mr B complains Fairmead Insurance Limited unfairly avoided his home insurance policy and declined his claim. Fairmead’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Fairmead’s own. Mr B’... (7 pages)View decision -
Decision Reference DRN-5408460
19 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5408460 The complaint Mr D, being represented by Mrs D, complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) unfairly priced car insurance quotes by using his gender as a criterion to set the premium. What happened In May 2024 Mrs D sought car insurance quotes from Admi... (2 pages)View decision -
Decision Reference DRN-5111840
19 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5111840 The complaint Mr D complains that American Express Services Europe Limited (AESEL) reversed a refund it credited to his account in relation to a dispute over goods not delivered. He would like the money refunded. What happened The details of this complaint are well known to... (2 pages)View decision -
Decision Reference DRN-5407097
19 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5407097 The complaint Mr H complains about the security questions he was asked by HSBC UK Bank Plc when raising a query about his account, and about the various advisers he spoke to when he followed through with the complaint process. What happened Mr H initially contacted HSBC in l... (3 pages)View decision -
Decision Reference DRN-5327702
19 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5327702 The complaint Mr N complains that Lloyds Bank PLC’s ‘use it or lose it’ campaign is discriminatory. What happened Mr N holds a Lloyds credit card. He is unhappy that Lloyds told him that it would close his credit card account if he didn’t either call to say he wanted to keep... (2 pages)View decision
