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 360982 results
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Decision Reference DRN-5328219
7 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5328219 The complaint Ms P complains that AXA Insurance UK Plc (“AXA”) should pay her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in 2013. For the year from March 20... (4 pages)View decision -
Decision Reference DRN-5365961
7 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5365961 The complaint Mrs C complains that HSBC UK Bank Plc won’t refund the full amount of money she lost after she fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail... (4 pages)View decision -
Decision Reference DRN-5308433
7 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5308433 The complaint Mr K complains that HSBC UK Bank Plc (HSBC) won’t reimburse the funds he lost when he fell victim to a scam. Mr K is represented in his complaint by a professional third party, but for ease, I will continue to refer to Mr K throughout this complaint. What happe... (4 pages)View decision -
Decision Reference DRN-5297444
7 Mar 2025 AXA Insurance Designated Activity Company UpheldInsuranceDRN-5297444 The complaint Miss S is unhappy with how AXA Insurance Designated Activity Company (AXA) settled a third-party claim against her car insurance policy. What happened Miss S had a car insurance policy with AXA and added a named driver to the policy. In May 2019, the named driv... (3 pages)View decision -
Decision Reference DRN-5326315
7 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5326315 The complaint Mr B complains about how Advantage Insurance Company Limited handled a claim he made on his motor insurance policy. Reference to Advantage includes its agents. What happened Mr B holds a motor insurance policy with Advantage. When he was involved in an accident... (3 pages)View decision -
Decision Reference DRN-4971452
7 Mar 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-4971452 The complaint Mr W complains that CA AUTO FINANCE UK LTD (“CA Auto”) misrepresented a car he acquired under an agreement he took out with them. What happened In March 2023, Mr W acquired a used car using a personal contract purchase agreement with CA Auto. The car was under... (3 pages)View decision -
Decision Reference DRN-4934489
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4934489 The complaint Mr H is unhappy that Revolut Ltd (“Revolut”) didn’t reimburse him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here, but in summary, I understand it to be as follow... (10 pages)View decision -
Decision Reference DRN-5155712
7 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5155712 The complaint Ms L complains about BMW Financial Services(GB) Limited (“BMWFS”) and how she believes they didn’t treat her fairly when she didn’t meet her final payment under a hire purchase agreement. Ms L also complains that a refinancing agreement wasn’t put in place. And... (4 pages)View decision -
Decision Reference DRN-5305350
7 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5305350 The complaint Mrs M complains about the way Lloyds Bank General Insurance Limited (Lloyds) handled the claim she made on her building insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In Sept... (3 pages)View decision -
Decision Reference DRN-5243337
7 Mar 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5243337 The complaint T – a limited company – complains Accelerant Insurance Europe SA/NV UK Branch (Accelerant) unfairly declined a water damage claim under a hotel and guesthouse insurance policy. Reference to Accelerant includes its agents. What happened In summary, T held a leas... (3 pages)View decision
