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 367300 results
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Decision Reference DRN-5073245
23 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5073245 The complaint Mr C is unhappy that HSBC UK Bank Plc trading as first direct (“HSBC”) won’t refund money he lost as a result of a scam. What happened Mr C met a person online who I will call D. Mr C says that he exchanged a number of video calls and messages with her. After s... (2 pages)View decision -
Decision Reference DRN-5465795
23 May 2025 Countrywide Principal Services Limited UpheldInsuranceDRN-5465795 The complaint Mr N complains that Countrywide Principal Services Limited trading as Countrywide Insurance Services mis-sold a rent protection insurance policy to him and that it later cancelled the policy. What happened In March 2024, Mr N took out rent and legal protection ... (4 pages)View decision -
Decision Reference DRN-5498874
23 May 2025 Aioi Nissay Dowa Insurance UK Limited Not upheldInsuranceDRN-5498874 The complaint Mr H has complained about his minor damage insurer, Aioi Nissay Dowa Insurance UK Limited because it has declined his claim made for scratches to his car. He thinks it caused delays and communicated poorly. What happened Mr H made a claim to Aioi on 27 June 2... (3 pages)View decision -
Decision Reference DRN-5581190
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5581190 The complaint Mr U complains that Revolut Ltd didn’t do enough to protect him when he was falling victim to a scam, and that it hasn’t refunded his losses since the scam was revealed. What happened I issued a provisional decision (PD) for Mr U’s complaint on 15 May 2025. I’... (10 pages)View decision -
Decision Reference DRN-5498820
23 May 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5498820 The complaint Mrs H and Mr Y have complained about Legal and General Assurance Society Limited’s (“L&G”) handling of a critical illness claim. What happened The details of this complaint are well known to both parties, so I won't repeat them again here. Instead I’ll... (2 pages)View decision -
Decision Reference DRN-5547845
23 May 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5547845 The complaint Mrs S has complained about Domestic & General Insurance Plc’s (‘D&G’s’) failure to provide information and support in relation to a claim she made for a replacement washing machine. What happened On 6 May 2025 I issued a provisional decision, explaining... (5 pages)View decision -
Decision Reference DRN-5536461
23 May 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5536461 Complaint Mr L has complained about a credit card Tesco Personal Finance Limited (“Tesco PF”) provided to him. He says that the credit card and the subsequent limit increases shouldn’t have been provided as they were unaffordable for him. Background Tesco PF provided Mr L w... (7 pages)View decision -
Decision Reference DRN-5464152
23 May 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5464152 The complaint Mr and Mrs E complain that London and Country Mortgages Ltd (“L and C”) misinformed them about an expiry date to a mortgage offer, causing them to miss out on a favourable interest rate. What happened In January 2024 Mr and Mrs E sought mortgage advice in rela... (4 pages)View decision -
Decision Reference DRN-5424066
23 May 2025 The On-Line Partnership Limited Not upheldPensions and AnnuitiesDRN-5424066 The complaint Mr B complains that The On-Line Partnership Limited, trading as IN Partnership (‘INP’), didn’t inform him that he would incur an income tax charge when he took a withdrawal from his pension fund in March 2023. In addition, Mr B says that INP failed to explain t... (6 pages)View decision -
Decision Reference DRN-5551627
23 May 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5551627 The complaint Ms T complains about the quality of a car she has been financing through an agreement with Hyundai Capital UK Limited (Hyundai). What happened I issued a provisional decision on this complaint last month. An extract from that provisional decision is set out be... (6 pages)View decision
