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 123656 results
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Decision Reference DRN-5672514
7 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5672514 The complaint Mr C complains that American Express Services Europe Limited (Amex) didn’t refund a credit card transaction through its disputes process. What happened In February 2024 Mr C placed an order with a retailer I’ll call F for £614.88 using his Amex credit card. W... (4 pages)View decision -
Decision Reference DRN-5672595
7 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5672595 Complaint Mr C has complained about the overdraft charges HSBC UK Bank Plc (“HSBC”) applied to his current account. He’s said the charges, in particularly the ones from 2017 onwards, were applied when he was in an unsustainable financial position and he should instead have b... (4 pages)View decision -
Decision Reference DRN-5236074
7 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5236074 The complaint Mr R complains about the quality of a used car he acquired through a hire purchase agreement with Lendable Ltd trading as Autolend (‘Autolend’). Mr R says that the car has had a large number of problems, and it isn’t of satisfactory quality. What happened Mr R... (5 pages)View decision -
Decision Reference DRN-5672149
4 Jul 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5672149 The complaint Mrs M and the estate of Mr M complains that St James’s Place Wealth Management Plc (‘SJP’): Overlooked one of her late husband’s investments with them and failed to sell it down at the time of his death in 2012. After subsequently transferring that investme... (6 pages)View decision -
Decision Reference DRN-5671580
4 Jul 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5671580 The complaint Mr R and Mrs R complain that Great Lakes Insurance UK Limited declined their travel insurance claim. My references to Great Lakes include its agents. What happened Mr R and Mrs R had single trip travel insurance, Great Lakes was the insurer for the relevant pol... (5 pages)View decision -
Decision Reference DRN-5580597
4 Jul 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5580597 The complaint Mrs and Mr L complain about how Astrenska Insurance Limited handled and settled a claim they made following damage to their television. What happened Mrs and Mr L held a kit and personal possessions insurance policy, which is underwritten by Astrenska. This po... (5 pages)View decision -
Decision Reference DRN-5516395
4 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5516395 The complaint Mrs O complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) placed a fraud marker about her on an external database after it voided her car insurance policy. What happened Mrs O took out a car insurance policy provided by Admiral which started in Se... (3 pages)View decision -
Decision Reference DRN-5436248
4 Jul 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5436248 The complaint Mrs L and Mr N complain that Lloyds Bank General Insurance Limited (“Lloyds”) priced their policy unfairly and caused them confusion due to several instances of miscommunication about their level of cover. Any reference to Lloyds in this decision includes its a... (3 pages)View decision -
Decision Reference DRN-5222175
4 Jul 2025 HDI Global Specialty SE UpheldInsuranceDRN-5222175 The complaint Mrs W complains about HDI Global Specialty SE’s decision not to renew her home insurance policy. What happened Mrs W had a home insurance policy with HDI. In August 2023, she made a claim after she found cracks in the external render of her property. HDI declin... (3 pages)View decision -
Decision Reference DRN-5577768
4 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5577768 The complaint Mr M complains about the amount Admiral Insurance (Gibraltar) Limited (‘Admiral’) paid for the total loss of his car following a claim made on his car insurance policy. What happened In November 2024 Mr M made a claim on his car insurance policy after his car ... (3 pages)View decision
