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 4777 results
-
Decision Reference DRN-5429299
26 Mar 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5429299 The complaint Mr R complains ClearBank Limited won’t refund the full amount of money he lost to 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 and based on the submissions of both par... (3 pages)View decision -
Decision Reference DRN-3657000
21 Dec 2022 Hiscox Insurance Company Limited Not upheldInsuranceDRN-3657000 The complaint Mrs C has complained that Hiscox Insurance Company Limited unfairly turned down her business interruption insurance claim after she closed her business premises due to the Covid-19 pandemic. Mr J, a loss assessor, has brought the complaint on Mrs C’s behalf. What ... (3 pages)View decision -
Decision Reference DRN-2051244
21 Dec 2020 Watford Insurance Company Europe Limited UpheldInsuranceDRN-2051244 The complaint Mr B has complained that Watford Insurance Company Europe Limited cancelled his motor insurance policy and refused to pay his claim. What happened Mr B took out a motor insurance policy with Watford through an online price comparison site. When his car was involve... (3 pages)View decision -
Decision Reference DRN-5137287
7 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5137287 The complaint Mr H complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he says was lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The backgro... (3 pages)View decision -
Decision Reference DRN7768914
24 Jul 2017 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr S has complained that AXA Insurance UK Plc’s service to him was poor when he made a claim under his car insurance policy.background Mr S was involved in an incident with a motorbike in January 2016. He complained to his insurer, AXA about the following: The a... (3 pages)View decision -
Decision Reference DRN-2652452
15 Mar 2021 National Savings and Investments Not upheldBanking and PaymentsDRN-2652452 The complaint Mrs Y complains that National Savings and Investments didn’t register her for telephone and online services for her account when she completed the relevant documentation and also for poor customer service. What happened As National Savings and Investments (NS&... (3 pages)View decision -
Decision Reference DRN1643400
8 Mar 2018 FirstRand Bank Limited UpheldBanking and creditMr P complains about the car he financed through FirstRand Bank Limited, trading as MotoNovo. He says it wasn’t serviced and that this has led to an expensive repair. He wants them to pay for this.backgroundIn July 2016 Mr P took receipt of a used car that he finance... (3 pages)View decision -
Decision Reference DRN-5855593
11 Nov 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5855593 The complaint Mr A complains that a car supplied with finance from Volvo Car Financial Services UK Limited trading as Polestar Finance (PF) wasn’t of satisfactory quality. What happened In March 2025 Mr A was supplied with a used car and entered into a conditional sale agree... (3 pages)View decision -
Decision Reference DRN-3637808
5 Sep 2022 U K Insurance Limited Not upheldInsuranceDRN-3637808 The complaint Ms V complains that U K Insurance Limited (U K Insurance) found her to be at fault for an accident claim she was involved in, under her motor insurance policy. What happened In February 2022 Ms V was involved in a collision with a motor bike. She says the road con... (3 pages)View decision -
Decision Reference DRN-4982659
20 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4982659 The complaint Mr D complains that Santander UK Plc (‘Santander’) won’t refund the money he lost after a car he purchased was seized. What happened In January 2023, Mr D was looking for a car online. He found a car he was interested in advertised on a well-known car marketpl... (3 pages)View decision