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 120163 results
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Decision Reference DRN-5421085
24 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5421085 The complaint Mr W has complained about the way American Express Services Europe Limited (“AESEL”) dealt with his request for money back. What happened In September 2023 Mr W paid around £1,500 using his AESEL credit card for dental treatment from a supplier I’ll call “S”. ... (5 pages)View decision -
Decision Reference DRN-5421028
24 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5421028 The complaint Mr and Mrs B complain that Barclays Bank UK PLC misled them and unfairly declined to port their mortgage. They had to pay an early repayment charge (ERC) and re-mortgage at a higher interest rate. What happened Mr and Mrs B had a mortgage with Barclays with sev... (5 pages)View decision -
Decision Reference DRN-5391989
24 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5391989 The complaint Miss J 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 The parties are familiar with the background details of this compla... (6 pages)View decision -
Decision Reference DRN-5422241
24 Mar 2025 First Central Underwriting Limited UpheldInsuranceDRN-5422241 The complaint Mr G complains that First Central Underwriting Limited (First Central) unfairly avoided his car insurance policy following a claim he made. What happened Mr G held a motor insurance policy underwritten by First Central. He made a claim in September 2024 after... (4 pages)View decision -
Decision Reference DRN-5300902
24 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5300902 The complaint Mr L has complained about the way Covea Insurance plc handled his claim under his van insurance policy, including what it paid in settlement of it. What happened The background to Mr L’s complaint is well known to both Covea and Mr L, so I will not repeat it h... (5 pages)View decision -
Decision Reference DRN-5421827
24 Mar 2025 Wakam UpheldInsuranceDRN-5421827 The complaint Mr M complains about Wakam’s decision to decline a claim he made under his car insurance policy. What happened Mr M held a car insurance policy underwritten by Wakam. In May 2024, Mr M noticed scratches to the side of the car, which he said were caused by vand... (3 pages)View decision -
Decision Reference DRN-4740980
24 Mar 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-4740980 The complaint Mr C complains that Wise Payments Limited won’t refund money he lost when he fell victim to a job scam. Mr C is represented by a firm I’ll refer to as “E”. What happened The background of this complaint is well known to both parties so I’ll only refer to the ... (5 pages)View decision -
Decision Reference DRN-4858338
24 Mar 2025 ReAssure Limited UpheldInsuranceDRN-4858338 The complaint The trustees of the S Trust, represented by Mrs S, complain about ReAssure Limited. They’re unhappy with incorrect information they’ve received relating to a reviewable whole of life (RWOL) policy the Trust holds. What happened The S Trust holds a RWOL policy w... (3 pages)View decision -
Decision Reference DRN-5421418
24 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5421418 The complaint Mr H complains that U K Insurance Limited has added unreasonable delays to his claim with its handling of the matter and this has added to the distress and inconvenience caused. What happened Mr H raised a claim for subsidence with UKI in August 2022 and the cl... (3 pages)View decision -
Decision Reference DRN-5421132
24 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5421132 The complaint Mr K has complained about the way HSBC UK Bank Plc trading as first direct dealt with his request for money back. What happened In October 2023 Mr K paid around £1,600 for dental aligner treatment from a company I’ll call “S” using his HSBC debit card. S went ... (5 pages)View decision
