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 367928 results
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Decision Reference DRN-5015891
4 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5015891 The complaint Your text here What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Your text here Putting things right Your text here My f... (1 page)View decision -
Decision Reference DRN-5602133
4 Jun 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5602133 The complaint Mrs C complains about the service she received under her boiler insurance policy with Domestic & General Insurance Plc (‘D&G’). What happened Mrs C held an insurance policy covering her boiler with D&G for a number of years. She contacted them to r... (3 pages)View decision -
Decision Reference DRN-5602041
4 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5602041 The complaint Miss J complains that HSBC UK Bank Plc failed to add reasonable adjustments to her bank account and about the poor customer service she received as a result. What happened The detailed background to this complaint is well known to both parties. So, I’ll only p... (3 pages)View decision -
Decision Reference DRN-5598099
4 Jun 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5598099 The complaint Mr and Mrs H complain that First Holiday Finance Ltd (the “Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the “CCA”) and (2) deciding agains... (25 pages)View decision -
Decision Reference DRN-5179852
4 Jun 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5179852 The complaint Mr P and Mr G as trustees of the R Trust complain that Aviva Life & Pensions UK Limited is not honouring the claim amount that is due to the trust. What happened The late Mrs R had a Reviewable Whole of Life policy with Aviva, which had been taken out with ... (4 pages)View decision -
Decision Reference DRN-5602197
4 Jun 2025 Covea Insurance plc Not upheldInsuranceDRN-5602197 The complaint G, a company, represented by its director, in turn represented by G’s broker, has complained about its motor trade insurer, Covea Insurance plc regarding a fire claim it made, which it believes Covea has handled poorly, causing delays and financial loss. What... (3 pages)View decision -
Decision Reference DRN-5168138
4 Jun 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5168138 The complaint Mrs P is represented by Mr P. He complains on their behalf that the Balance Plan (Whole of Life Policy) taken out through Norwich Union now Aviva Life and Pensions (Aviva) is not holding the correct number of units. What happened Mrs P took out the Balance Pla... (2 pages)View decision -
Decision Reference DRN-5578531
4 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5578531 The complaint Mr B complains that HSBC UK Bank Plc closed his Gold credit card account. He says it wasn’t entitled to do this. What happened HSBC closed Mr B’s credit card account due to it having discontinued this type of credit card. Mr B says that in 2011, he was told th... (3 pages)View decision -
Decision Reference DRN-5600940
4 Jun 2025 Embark Services Limited Not upheldPensions and AnnuitiesDRN-5600940 The complaint Mr C is unhappy about several transactions which happened in his Self-Invested Personal Pension (‘SIPP’) with Hornbuckle, a trading name of Embark Services Limited, between 2006 and 2019. He also complains that during this time he never received any updates or ... (6 pages)View decision -
Decision Reference DRN-5520200
4 Jun 2025 1plus1 Loans Limited Not upheldConsumer CreditDRN-5520200 The complaint Miss C is unhappy with several aspects of how 1Plus1 Loans Limited (“1P1”) have administered a loan held in her name. What happened In 2019, Miss C successfully applied for a guarantor loan with a loan provider, whom I’ll refer to as ‘X’. The terms of the loan ... (4 pages)View decision
