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 4563 results
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Decision Reference DRN-2862422
9 Jun 2021 Society of Lloyd's Not upheldInsuranceDRN-2862422 The complaint Mr K complained because an insurer at the Society of Lloyd’s (I’ll refer to Lloyd’s for ease) declined his motor insurance claim. What happened Mr K bought a car for £22,991. According to the sales invoice Mr K was the buyer and payment was made up as £3,000 cash;... (4 pages)View decision -
Decision Reference DRN-5805642
13 Oct 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5805642 The complaint Mr D complains that Liverpool Victoria Insurance Company Limited (LV) declined his claim against his motor insurance policy. He also complains it took too long to deal with his claim. Reference to LV includes its agents. What happened On 29 June 2024, Mr D too... (4 pages)View decision -
Decision Reference DRN-5112339
20 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5112339 The complaint Mrs S and Mr S complain about Hargreaves Lansdown Asset Management Limited (HL). They said they were not given relevant information by HL before a corporate action event took place about a company that they both held shares in. they said this meant they were un... (7 pages)View decision -
Decision Reference DRN-4699958
21 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4699958 The complaint Mr R is seeking to recover approximately £36,000 from HSBC UK Bank Plc (‘HSBC’) which he lost from his account as a result of a scam. What happened I issued a provisional decision in December 2023 to explain why I thought Mr R’s complaint should be upheld in part.... (7 pages)View decision -
Decision Reference DRN5049952
26 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMr T has complained that Barclays Bank Plc (“Barclays”) mis-sold him Additions Plus and Premier Life (twice) packaged bank accounts in 2008 and 2010. He’s also complained about the sale of a ‘Tech Pack’ feature store package that was sold in 2013.backgroundMr T also ... (4 pages)View decision -
Decision Reference DRN-2933740
26 Jul 2021 Skrill Limited UpheldBanking and PaymentsDRN-2933740 The complaint Mr K complains about an exchange applied to a transaction with Skrill Limited. He said that there should’ve been no need to exchange this currency. What happened The Skrill service is an electronic money service, which allows users to hold balances (effectively, ... (4 pages)View decision -
Decision Reference DRN-4739190
24 Jun 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4739190 The complaint Miss E complains about a car she got under a conditional sale credit agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance. The car has broken down with significant engine failure, which Miss E believes was due to the car not being of sa... (4 pages)View decision -
Decision Reference DRN-5458701
4 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5458701 The complaint Mr C is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr C fell victim to a cruel investment scam. After initially being contacted online, he was persua... (4 pages)View decision -
Decision Reference DRN-2204929
18 Nov 2020 Ageas Insurance Limited Not upheldInsuranceDRN-2204929 The complaint Mrs M complains that Ageas Insurance Limited wrongly avoided her motor insurance policy on the basis that she’d misrepresented the facts when she took it out. What happened Mrs M bought the policy through a broker (“firm A”) in January 2019 and it was renewed in J... (4 pages)View decision -
Decision Reference DRN2214825
9 Feb 2018 Sabre Insurance Company Limited Not upheldInsurance (excluding PPI)Mr I's complained about the way Sabre Insurance Company Limited is dealing with a claim he made under his car insurance policy.backgroundMr I was unfortunately involved in an incident with another vehicle. He contacted his insurer, Sabre to report the incident. Mr I s... (4 pages)View decision
