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 392389 results
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Decision Reference DRN-5782629
28 Nov 2025 Ageas Insurance Limited UpheldInsuranceDRN-5782629 The complaint Mrs D and Mr D complain that Ageas Insurance Limited (Ageas) caused damage to their vehicle following a claim under their roadside assistance insurance policy. For ease, any reference to Ageas includes actions taken by its agents on its behalf. What happened Th... (3 pages)View decision -
Decision Reference DRN-5984195
28 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5984195 The complaint Mr R complains about the amount he was charged by Advantage Insurance Company Limited to keep his car after it was declared a total loss following a claim made on his motor insurance policy. Reference to Advantage includes, where relevant, its agents. What happ... (4 pages)View decision -
Decision Reference DRN-5875752
28 Nov 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5875752 The complaint Mr G complains about the way Fortegra Europe Insurance Company Ltd handled a claim under his furniture warranty. Where I refer to Fortegra, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened • Mr G hol... (3 pages)View decision -
Decision Reference DRN-5823736
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5823736 The complaint Mr W is unhappy that HSBC UK Bank Plc didn’t reimburse him after he reported falling victim to a scam. Background In 2021, Mr W came across an advert on social media promoting what appeared to be an investment opportunity. He began communicating with a represen... (3 pages)View decision -
Decision Reference DRN-5943778
28 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5943778 The complaint Miss B complains that Lendable Ltd, trading as Autolend, irresponsibly provided her with a personal loan. What happened In March 2025, Miss B took out a loan with Lendable; she borrowed £6,500 over a term of 12 months, with regular monthly repayments of £664.7... (3 pages)View decision -
Decision Reference DRN-5984919
28 Nov 2025 Chubb European Group SE Not upheldInsuranceDRN-5984919 The complaint Mr C is unhappy with the assistance he received from Chubb European Group SE under his travel insurance policy (‘the policy’) when he required emergency medical treatment abroad. All reference to Chubb includes its medical assistance team and other agents. Wh... (5 pages)View decision -
Decision Reference DRN-5921666
28 Nov 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5921666 The complaint Mr G complains about how Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘NF’) handled a claim he made to it about a bathroom installation it financed. What happened The parties are familiar with the background details of this complaint – so I ... (13 pages)View decision -
Decision Reference DRN-5957385
28 Nov 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5957385 The complaint Mrs H complains that The Prudential Assurance Company Limited (“Prudential”) has failed to efficiently deal with enquiries she has made about a pension plan she holds with the firm. She says that when she enquired by telephone Prudential stated that it couldn’t... (3 pages)View decision -
Decision Reference DRN-5774822
28 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5774822 Complaint Mr D is unhappy that HSBC UK Bank Plc didn’t reimburse him after he reported falling victim to a scam. Background In early 2024, Mr D learned of an investment opportunity with a firm I’ll refer to as C. He saw an advert online, registered his interest and was subse... (4 pages)View decision -
Decision Reference DRN-5777645
28 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5777645 The complaint Mr K has complained his insurer, Admiral Insurance (Gibraltar) Limited, didn’t pay a fair settlement for his car under his motor insurance policy after it was stolen. What happened Mr K’s car was stolen. During the claim, his motor insurer, Admiral, ran some va... (4 pages)View decision