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 121479 results
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Decision Reference DRN-5343062
21 Feb 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5343062 The complaint Mr K complains that Halifax Share Dealing Limited trading as IWeb Share Dealing (“IWeb”) unfairly restricted his access to his trading account. He argues they have incorrectly applied European sanctions regulations and wants his access restored. What happened M... (6 pages)View decision -
Decision Reference DRN-5344421
21 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5344421 The complaint Mr C has complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) had incorrectly made reference to cancellation of his home insurance policy. What happened Mr C considered that Admiral purported to cancel a policy that hadn’t been purchased, as he ha... (3 pages)View decision -
Decision Reference DRN-5286372
21 Feb 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5286372 The complaint Ms I and Mr S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (20 pages)View decision -
Decision Reference DRN-5349395
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5349395 The complaint Mrs B has complained that HSBC UK Bank Plc (“HSBC”) failed to protect her from falling victim to an impersonation scam, and hasn’t refunded the money she lost. What happened I issued my provisional decision (“PD”) earlier this month explaining why I intended t... (6 pages)View decision -
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
