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 121115 results
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Decision Reference DRN-5344088
21 Feb 2025 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-5344088 The complaint Mr N has complained about the settlement of a claim and the service received from AXA XL Insurance Company UK Limited under his international health policy. What happened The background to this complaint is well known to the parties and not in dispute. In summa... (6 pages)View decision -
Decision Reference DRN-5348436
21 Feb 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5348436 The complaint Ms S complains about how BMW Financial Services (GB) Limited dealt with the overpayment in connection with her car finance agreement and the service it’s given her. What happened In 2015 Ms S acquired a car through a hire purchase agreement taken out with BMW i... (5 pages)View decision -
Decision Reference DRN-5036177
21 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5036177 The complaint Mr H complains that Revolut Ltd froze the bank account he held with it and unfairly deducted a sum of money. What happened The details of this complaint are well known to both parties, so I will just provide an overview of key events here. Mr H had an account... (3 pages)View decision -
Decision Reference DRN-4854956
21 Feb 2025 EE Limited UpheldConsumer CreditDRN-4854956 The complaint Miss B complains about a fixed sum loan agreement with EE Limited that was used to buy a brand new mobile telephone device. Throughout Miss B’s complaint with us, she has been represented by her partner. But for ease, I’ll just refer to Miss B. What happened In... (3 pages)View decision -
Decision Reference DRN-4931565
21 Feb 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4931565 The complaint Mr D and Miss W complain Lloyds Bank General Insurance Limited [“Lloyds”] has unfairly declined a claim they’ve made on their buildings insurance policy following damage to the drains at their property. They’re also unhappy with the service they received throug... (4 pages)View decision -
Decision Reference DRN-5255906
21 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5255906 The complaint Mr W complains that Revolut Ltd (Revolut) won’t refund the money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here, but in summary I understand it to be as follows. Mr W... (10 pages)View decision -
Decision Reference DRN-5336923
21 Feb 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5336923 The complaint Mr P complains that he had difficulties regarding the paying in of a cheque into his TSB Bank plc account and that he had poor customer service and difficulties in subsequent telephone calls. What happened In June 2024, Mr P contacted TSB. This was in respect o... (3 pages)View decision -
Decision Reference DRN-5347897
21 Feb 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5347897 The complaint Mrs S complains that Frasers Group Financial Services Limited (“FGFS”) unfairly defaulted her account. What happened Mrs S had an account which allowed her to buy certain items from a retailer using the same (if not a very similar) trading name to the one used ... (4 pages)View decision -
Decision Reference DRN-4820898
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4820898 The complaint Mr C is unhappy with how HSBC UK Bank Plc handled his Section 75 claim. What happened Mr C bought a three-seater sofa, two-seater sofa and a standard chair in April 2021 along with a certificate of insurance for £2,075. Mr C said he purchased the furniture for ... (3 pages)View decision -
Decision Reference DRN-4958528
21 Feb 2025 Saxo Capital Markets UK Limited UpheldInvestmentsDRN-4958528 The complaint Mr S complains that Saxo Capital Markets UK Limited (‘Saxo’) have requested excessive amounts of personal financial information as part of their ‘know your customer’ checks. Mr S says that he’s been put through a process that simply isn’t acceptable and has bee... (4 pages)View decision
