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 4569 results
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Decision Reference DRN-5445962
15 May 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5445962 The complaint Mr P complains Fortegra Europe Insurance Company Ltd (“Fortegra”) unfairly declined his claim and voided his caravan insurance policy. All references to Fortegra include its agents. What happened Around March 2024, Mr P says he bought a used caravan from a deal... (3 pages)View decision -
Decision Reference DRN-3487399
15 Jun 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-3487399 The complaint Mr G has complained that Nationwide Building Society (“Nationwide”) has unfairly turned down a claim he made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In February 2019, Mr G, along with his wife, travelled to Tenerife and signed up to... (3 pages)View decision -
Decision Reference DRN-3694918
28 Feb 2023 Invesco Fund Managers Limited Not upheldInvestmentsDRN-3694918 The complaint Miss F complained about the service provided by Invesco Fund Managers Limited (‘Invesco’). Miss F said she instructed Invesco to perform a conversion between classes of a fund and Invesco told her it wouldn’t be able to do this. Miss F is not happy about this and ... (3 pages)View decision -
Decision Reference DRN-4205088
1 Aug 2023 Leeds Building Society Not upheldMortgagesDRN-4205088 The complaint Mrs D complains that Leeds Building Society didn’t send the original property title deeds to her upon the redemption of her mortgage. What happened Mrs D had a mortgage with Leeds Building Society between 2009 and 2022. When Mrs D redeemed this mortgage in October... (3 pages)View decision -
Decision Reference DRN6824796
22 Oct 2018 Tesco Personal Finance PLC Not upheldBanking and creditMr S complains that a pram he bought using credit provided by Tesco Personal Finance plc (trading as Tesco Bank) is of unsatisfactory quality and Tesco Bank won’t provide a refund under Section 75 of the Consumer Credit Act 1974 (CCA). backgroundMr S paid for the pram ... (3 pages)View decision -
Decision Reference DRN0268127
12 Dec 2018 Lloyds Bank PLC Not upheldBanking and creditMr L complains about Lloyds Bank PLC (“Lloyds”) regarding customer service and account processes in relation to reactivating his dormant account. He wants the account to be reopened and reactivated. backgroundMr L has been a Lloyds banking customer for more than 20 yea... (4 pages)View decision -
Decision Reference DRN4994820
27 Feb 2019 Close Brothers Limited Not upheldBanking and creditMr S complains about a default that Close Brothers Limited has registered on his credit file, and the fact it has ended his finance agreement. Mr S is assisted in his complaint by a legal representative. backgroundMr S entered into a hire purchase agreement in March... (3 pages)View decision -
Decision Reference DRN8444812
15 May 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs W and the estate of her late husband complain that HSBC Bank Plc declined to raise a chargeback dispute about a number of debit card payments they made to some timeshare companies.backgroundMr W made a number of payments to different timeshare companies betw... (3 pages)View decision -
Decision Reference DRN9836797
6 Feb 2020 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr and Mrs C complain AXA Insurance UK Plc gave them incorrect information about their policy excess when they made two claims on their home insurance policy. They say they suffered a loss because of this.backgroundMrs C contacted AXA about two separate incidents which had caused water dam... (3 pages)View decision -
Decision Reference DRN-3809101
23 Nov 2022 Mulsanne Insurance Company Limited UpheldInsuranceDRN-3809101 The complaint Mr F complains that Mulsanne Insurance Company Limited mishandled his claim on a motor insurance policy. Where I refer to Mulsanne, I refer to the above-named insurance company and I include intermediaries and others insofar as I hold Mulsanne responsible for thei... (4 pages)View decision
