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 123440 results
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Decision Reference DRN-5619355
12 Jun 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5619355 The complaint Mr and Mrs M are complaining Tesco Underwriting Limited declined a claim they made against their buildings insurance policy. Mr and Mrs M have been represented by another party throughout the claim and complaint. But for ease of reference I shall refer to anyth... (2 pages)View decision -
Decision Reference DRN-5595608
12 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5595608 The complaint Mr N complains that Inter Partner Assistance SA (“IPA”) declined a claim on his legal expenses insurance policy, and about the way the claim was handled. What happened Mr N was on a flight in January 2024 when an incident occurred which led to recurrence of a m... (3 pages)View decision -
Decision Reference DRN-5605942
12 Jun 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5605942 The complaint Mr K complains that AXA PPP Healthcare Limited applied an exclusion on his private health insurance policy. What happened Mr K holds a personal health insurance policy with AXA. He transferred from a group policy with continued medical exclusions underwriting ... (4 pages)View decision -
Decision Reference DRN-5356828
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5356828 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr S says he’s fallen victim to an investment scam. He’d been following a Financial Conduct Authority (‘FCA’)... (5 pages)View decision -
Decision Reference DRN-5617138
12 Jun 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5617138 The complaint Mr E has complained about the way Zurich Insurance Company Ltd handled a claim he made under his buildings insurance policy for subsidence. Reference to Mr E or Zurich includes their respective agents and representatives. What happened The circumstances aren’... (5 pages)View decision -
Decision Reference DRN-5286636
12 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5286636 The complaint Mr and Mrs C complain that Bank of Scotland plc, trading as Halifax, won’t refund the money they lost when they were the victims of what they feel was a scam. What happened Sometime around August 2022, a family member told Mr and Mrs C about an opportunity the... (7 pages)View decision -
Decision Reference DRN-5473332
12 Jun 2025 Guavapay Limited UpheldBanking and PaymentsDRN-5473332 The complaint Miss M complains that Guavapay Limited unfairly restricted her account and withheld some of her funds after deciding to close the account. What happened Around September last year, Guavapay decided to restrict Miss M’s account and later in October, it closed th... (3 pages)View decision -
Decision Reference DRN-5619506
12 Jun 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5619506 The complaint Miss M complains Capquest Debt Recovery Ltd trading as Erudio Student Loans failed to correctly defer her student loans, leading to arrears outstanding. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’... (4 pages)View decision -
Decision Reference DRN-5616440
12 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5616440 The complaint U, a limited company, complains HSBC UK Bank Plc closed its account, returned a refund and won’t pay it the proceeds. U is represented by Mr G, a director. What happened U wasn’t trading, and HSBC contacted it to carry out a safeguarding, or know your custome... (5 pages)View decision -
Decision Reference DRN-5596587
12 Jun 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5596587 The complaint Mr K complains about the administration of a hire purchase agreement he had with STARTLINE MOTOR FINANCE LIMITED (‘Startline’). Mr K says a default was incorrectly registered against him, and he was given incorrect information about the default process. What h... (5 pages)View decision
