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 4196 results
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Decision Reference DRN-5145651
20 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5145651 The complaint Mr T complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr T has an account with Revolut and an account with another business who I’ll refer to as “C” throughout the rest of this decision. He’s had an ... (3 pages)View decision -
Decision Reference DRN-3980067
29 Mar 2023 Aviva Insurance Limited Not upheldInsuranceDRN-3980067 The complaint Mr D is complaining that Aviva Insurance Limited hasn’t refunded his excess after he made a claim on his car insurance policy. What happened Mr D’s car was damaged in an accident with a third party’s vehicle. The driver of the other car and the two passengers fled... (3 pages)View decision -
Decision Reference DRN-3164259
8 Dec 2021 Ageas Insurance Limited Not upheldInsuranceDRN-3164259 The complaint Mr G complains about his insurer, Ageas Insurance Limited (Ageas) under his motor insurance policy. Mr G’s complaint is about his not being able to keep his vehicle following Ageas’s decision to treat his vehicle as a total loss following an accident. Any referenc... (3 pages)View decision -
Decision Reference DRN5240273
16 Jul 2019 Markerstudy Insurance Company Limited Not upheldInsurance (excluding PPI)Mr I is unhappy with the service he got from Markerstudy Insurance Company Limited when he wanted to make a claim on his car insurance. backgroundMr I’s car was involved in a hit and run incident on 23 December 2018. Another car reversed into his car, causing damage to its front, and then ... (2 pages)View decision -
Decision Reference DRN8277702
10 Jan 2014 HSBC Bank plc UpheldBanking and creditMr K complains that in 2011 HSBC Bank Plc registered a default in respect of his credit card arrears after previously registering a default for the same arrears in 2000.backgroundMr K held a HSBC credit card. In 2000, following non-payment of an outstanding balance, HSBC registered a de... (3 pages)View decision -
Decision Reference DRN1733071
5 Apr 2019 Admiral Insurance (Gibraltar) Limited UpheldInsurance (excluding PPI)Miss P complains about the service she received from Admiral Insurance (Gibraltar) Limited, trading as Call Assist, following a claim against the breakdown section of her motor insurance policy. backgroundIn October 2018, Miss P’s car broke down on a dual carriageway... (2 pages)View decision -
Decision Reference DRN-4970053
9 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4970053 The complaint The estate of Mr G complains that Bank of Scotland plc trading as Halifax, paid money into the wrong account and didn’t deal appropriately with Mr G’s accounts when he passed away. The estate is represented by Mrs J. What happened Mrs J says Halifax paid the ba... (2 pages)View decision -
Decision Reference DRN-5222118
30 Dec 2024 Marshall Motor Group Ltd UpheldInsuranceDRN-5222118 The complaint Mrs G complains that Marshall Motor Group Ltd made an error setting up her policy which impacted her ability to make a claim, and then provided poor service when she was trying to correct it. What happened In 2022 Mrs G bought add on policies when she purchase... (2 pages)View decision -
Decision Reference DRN1771598
11 Jun 2020 LeasePlan UK Limited UpheldBanking and creditMr S complains that LeasePlan UK Limited didn’t provide him with the registration document for a car that he paid for using a loan agreement and about its administration errors.backgroundMr S signed a loan agreement with LeasePlan in September under which it lent him the money to pay for a... (3 pages)View decision -
Decision Reference DRN4616695
30 Sep 2014 HSBC Bank plc Not upheldBanking and creditMiss J complains that HSBC Bank Plc unfairly stopped and closed her bank account.backgroundMiss J maintained a current account with HSBC, for which she held a debit card. At the timeof the events complained about, Miss J had not used her account much and the balance in itwas thirty-... (3 pages)View decision
