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 369227 results
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Decision Reference DRN-5469539
20 Jun 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5469539 The complaint Mr K complains that Advantage Finance Ltd irresponsibly provided him with an unaffordable hire purchase agreement. Mr K’s complaint has been brought to us by a professional representative, but for ease I’ll refer to all submissions as though they are his own. ... (4 pages)View decision -
Decision Reference DRN-5576334
20 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5576334 The complaint Mr and Ms R complain about U K Insurance Limited’s handling of a claim under their home insurance policy. U K Insurance Limited (UKI) has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of UKI’s agents as bei... (6 pages)View decision -
Decision Reference DRN-5537951
20 Jun 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5537951 The complaint Mrs B and Ms O have complained about the way Astrenska Insurance Limited (trading as Collinson) handled a claim they made on a travel insurance policy. As it is Ms O leading on the complaint, I will mostly just be referring to her in this decision. What happe... (2 pages)View decision -
Decision Reference DRN-5054927
20 Jun 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5054927 The complaint Mr G is unhappy with how AXA PPP Healthcare Limited (AXA) handled his claim. What happened Mr G became a member of his employer’s group private medical insurance on 8 June 2023. The policy was underwritten by AXA and was provided on a fully medically underwrit... (4 pages)View decision -
Decision Reference DRN-5553412
20 Jun 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5553412 The complaint Mr W complains that Metro Bank PLC trading as RateSetter was irresponsible in its lending to him. He wants all interest and charges he paid on his loans refunded along with statutory interest and any adverse information recorded about the loans removed from his... (3 pages)View decision -
Decision Reference DRN-5045700
20 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5045700 The complaint Mr T is unhappy with how HSBC UK Bank Plc dealt with his chargeback and for how long it took to update his change of address. What happened Whilst a significant amount of information has been provided, I’ve briefly summarised the background details of this comp... (4 pages)View decision -
Decision Reference DRN-5620459
20 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5620459 The complaint Mr and Ms H have complained that Nationwide Building Society (“Nationwide”) didn’t redirect a payment that was being paid into their account, after their account was closed. What happened Following Nationwide’s decision to close Mr and Ms H’s account, Mr H aske... (3 pages)View decision -
Decision Reference DRN-5427181
20 Jun 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5427181 The complaint A limited company, which I will refer to as T, complains about the handling and settlement of its business interruption insurance claim by HCC International Insurance Company Plc. The claim was made as a result of the COVID-19 pandemic. What happened Both parti... (8 pages)View decision -
Decision Reference DRN-5504096
20 Jun 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5504096 The complaint Mr T complains about the renewal price Evolution Insurance Company Limited offered him for his boiler cover insurance policy in September 2024. What happened Mr T purchased a Heating Care policy from Evolution via an online price comparison website in September... (5 pages)View decision -
Decision Reference DRN-5597691
20 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5597691 The complaint Mr R complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr R said he was contacted by someo... (3 pages)View decision
