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 381196 results
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Decision Reference DRN-5804652
24 Oct 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5804652 The complaint Mr B complains that LeasePlan UK Limited (LeasePlan) didn’t fairly compensate him when his van was clamped due to having no tax. What happened Mr B entered into a hire agreement with LeasePlan in May 2023 for the hire of a van to be used for his job as a self-... (2 pages)View decision -
Decision Reference DRN-5904071
24 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5904071 The complaint H, a limited company, complains that Revolut Ltd won’t reimburse them for payments from their account made without their authority. They’d like the funds returned to them. H is represented by Mr L, who was a director at the time. What happened In June 2022, a... (4 pages)View decision -
Decision Reference DRN-5766389
24 Oct 2025 Wakam UpheldInsuranceDRN-5766389 The complaint Mr B and Mrs Q complain about how Wakam dealt with a claim they made on their home insurance policy when their sewage tank collapsed. Mr B and Mrs Q want their claim fully settled. What happened In July 2024 Mr B and Mrs Q made a claim on their home insurance ... (4 pages)View decision -
Decision Reference DRN-5833749
24 Oct 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5833749 The complaint Mrs T has complained about FAIRMEAD INSURANCE LIMITED (“Fairmead”) deciding to proportionately settle her claim on her property insurance policy following a fire at her home. She says its decision to settle the claim in this way is unfair. Mrs T has said the de... (3 pages)View decision -
Decision Reference DRN-5904579
24 Oct 2025 U K Insurance Limited UpheldInsuranceDRN-5904579 The complaint Mr and Mrs M complain that U K Insurance Limited (UKI) unfairly declined a claim they made under their home insurance (buildings) policy. UKI is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As UKI h... (4 pages)View decision -
Decision Reference DRN-5904394
24 Oct 2025 Bruce Bennett UpheldPensions and AnnuitiesDRN-5904394 The complaint Mrs M complains that Bruce Bennett, trading as bfm, (‘BB’) has not provided ongoing services and regular reviews of her financial products despite receiving regular fees to do so. What happened Mrs M holds a pension, investment ISA and general investment accoun... (7 pages)View decision -
Decision Reference DRN-5446540
24 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5446540 The complaint Mr H complains that HSBC UK Bank Plc (as the recipient bank) didn’t do enough to prevent him losing money to a scam. Mr H has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr H himself, where I also mean the ... (4 pages)View decision -
Decision Reference DRN-5140033
24 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5140033 The complaint Miss L is a sole trader trading as P. Miss L has complained that HSBC UK Bank PLC have refused to refund transactions that weren’t authorised. What happened Miss L contacted HSBC to dispute nine transactions totalling around £4,000. All of the transactions wer... (3 pages)View decision -
Decision Reference DRN-5619013
24 Oct 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5619013 The complaint Miss W is unhappy with the decision by Liverpool Victoria Insurance Company Limited (LV) following a claim for storm damage on her home insurance policy. LV is the underwriter of this policy. Part of this complaint concerns the actions of third parties instruc... (4 pages)View decision -
Decision Reference DRN-5904400
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5904400 The complaint Mr H complains that Lloyds Bank PLC (as the recipient bank) didn’t do enough to prevent him losing money to a scam. Mr H has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr H himself where I also mean the re... (3 pages)View decision
