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 128312 results
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Decision Reference DRN-5328575
13 Feb 2025 Chubb European Group SE UpheldInsuranceDRN-5328575 The complaint Mr C complains that Chubb European Group SE declined a claim he made under his mobile phone insurance policy. Reference to Chubb includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the background: M... (3 pages)View decision -
Decision Reference DRN-5327332
13 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5327332 The complaint A sole trader, who I will refer to as Mr P, complains that HSBC UK Bank Plc has unfairly applied a Credit Industry Fraud Avoidance System (“CIFAS”) marker against his name. What happened In 2020, Mr P applied for and received a £21,000 Bounce Back Loan (“BBL”) ... (3 pages)View decision -
Decision Reference DRN-5282189
13 Feb 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5282189 The complaint Mr T has complained about a transfer of his Zurich Assurance Limited (Zurich) personal pension to a small self-administered scheme (SSAS) in August 2014. Mr T’s SSAS was subsequently used to invest in an overseas property development with The Resort Group (TRG)... (20 pages)View decision -
Decision Reference DRN-5278464
13 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5278464 The complaint Mr T has complained about a transfer of his two Phoenix Life Limited (Phoenix Life) personal pension policies to a small self-administered scheme (SSAS) in August 2014. Mr T’s SSAS was subsequently used to invest in The Resort Group (TRG). The investment now ap... (16 pages)View decision -
Decision Reference DRN-4866074
13 Feb 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4866074 The complaint Miss D complains about the quality of a used car she acquired through a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge’). Miss D says the car developed a fault with the gearbox a relatively short time after she ac... (5 pages)View decision -
Decision Reference DRN-5296030
13 Feb 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5296030 The complaint Mr S complains about First Central Insurance Management Limited (“FCI”) and the cancellation of his motor insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologically in de... (4 pages)View decision -
Decision Reference DRN-5102051
13 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5102051 The complaint Mr B is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr B fell victim to a cruel job scam. He was approached by somebody on WhatsApp and offered ... (9 pages)View decision -
Decision Reference DRN-5195422
12 Feb 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5195422 The complaint Miss S complains that the car she acquired through Stellantis Financial Services UK Limited trading as PSA (“SFS”) wasn’t of satisfactory quality. She says there was a catastrophic fault with the car, and despite investigations and repairs, she experienced furt... (4 pages)View decision -
Decision Reference DRN-5327750
12 Feb 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5327750 The complaint Ms E complains that Somerset Bridge Insurance Services Limited (‘SBISL’) – trading as Vavista – is pursuing her for an outstanding balance after she cancelled her motor insurance. What happened Ms E had a motor insurance policy, taken out in March 2024 and arra... (3 pages)View decision -
Decision Reference DRN-5094493
12 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5094493 The complaint Miss D complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (7 pages)View decision