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 369228 results
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Decision Reference DRN-5257099
25 Feb 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5257099 The complaint Mr H complains Haven Insurance Company Limited didn’t handle a claim against his motorhome insurance policy fairly. For ease of reading, references to Haven include the actions of its agents. Mr H is represented, but for ease of reading I will refer to their ac... (3 pages)View decision -
Decision Reference DRN-5280189
25 Feb 2025 Covea Insurance plc Not upheldInsuranceDRN-5280189 The complaint Mr D complains about Covea Insurance plc’s handling of his buildings insurance claim. All references to Covea also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inste... (2 pages)View decision -
Decision Reference DRN-5296815
25 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5296815 The complaint Miss M complains that Monzo Bank Ltd didn’t advise her that the premium feature on its current accounts could only apply to a sole account and not the joint account she applied for. What happened In April 2024 Miss M began an application for a joint account wi... (3 pages)View decision -
Decision Reference DRN-5079369
25 Feb 2025 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-5079369 The complaint Mr M has complained Virgin Media Mobile Finance Limited is holding him liable for a credit agreement he didn’t take out. What happened In April 2024 Mr M received a letter from a debt collection agency about a debt. He complained to Virgin Media that there appe... (2 pages)View decision -
Decision Reference DRN-5296395
25 Feb 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5296395 The complaint Mr and Mrs C complain that HSBC UK Bank Plc has unfairly reduced the borrowing limit of their HomeOwner Reserve (“HOR”) account (a form of mortgage current account) to zero and closed their account without notice. What happened Mr and Mrs C had a HOR account wi... (8 pages)View decision -
Decision Reference DRN-5354204
25 Feb 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5354204 The complaint Ms H complained about Hargreaves Lansdown Asset Management Limited (“HL”). She said she had trouble selling her shares online. She said if she didn’t encounter the problems with HL’s app and online portal she would have received more back. She would like HL to ... (8 pages)View decision -
Decision Reference DRN-5286489
25 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5286489 The complaint Mrs J complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs J has explained that in December 2023 she ... (4 pages)View decision -
Decision Reference DRN-5302390
25 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5302390 The complaint Mrs S has complained that AXA Insurance UK Plc won’t settle a claim for repairs by way of a cash settlement under her car insurance policy. What happened Mrs S raised a previous complaint with AXA and brought that complaint to this service. In summary her compl... (2 pages)View decision -
Decision Reference DRN-5045342
25 Feb 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5045342 The complaint Mr M has complained J D Williams & Company Limited, trading as Jacamo, is holding him liable for a debt for a catalogue account he didn’t take out. What happened Mr M started getting letters from a debt collection agency about an outstanding debt of over £1... (2 pages)View decision -
Decision Reference DRN-5295183
25 Feb 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5295183 The complaint Mrs F complains about Ageas Insurance Limited’s handling of car insurance claim. All references to Ageas also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I... (2 pages)View decision
