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 393318 results
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Decision Reference DRN-5785116
29 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5785116 The complaint Mr P has complained about the service provided by Aviva Insurance Limited under a home emergency policy. What happened In May 2023 Mr P had his boiler serviced by an engineer sent by Aviva. The heat exchanger in the boiler was removed and serviced. In 2024 Mr P... (3 pages)View decision -
Decision Reference DRN-5439431
29 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5439431 The complaint Mr A complains that HSBC UK Bank Plc unfairly defaulted his credit card account. What happened In 2023, Mr A raised a complaint with HSBC about irresponsible lending on his credit card account. When he was unsatisfied with the response from HSBC, he brought it... (4 pages)View decision -
Decision Reference DRN-5702836
29 Oct 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5702836 The complaint Mr and Mrs G complain about First Central Underwriting Limited’s (First Central) handling of Mrs G’s motor insurance claim. What happened In November 2024, Mrs G contacted First Central to report a car incident she didn’t think she was at fault for. She said t... (4 pages)View decision -
Decision Reference DRN-5903782
29 Oct 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5903782 The complaint Miss S complains about a car supplied to her using a hire purchase agreement taken out with Startline Motor Finance Limited (“Startline”). What happened In July, 2024, Miss S acquired a used car using a hire purchase agreement with Startline. The car was over ... (5 pages)View decision -
Decision Reference DRN-5468626
29 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5468626 The complaint Mr A complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision What happened The background of this c... (4 pages)View decision -
Decision Reference DRN-5882855
29 Oct 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5882855 The complaint The estate of Ms R, represented by her personal representative – who I’ll refer to as “Mrs W” – complains that TSB Bank plc unfairly restricted and closed Ms R’s account. Mrs W also complains about the bank’s handling of a payment dispute Ms R had raised. What ... (3 pages)View decision -
Decision Reference DRN-5648729
29 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5648729 The complaint Mrs B complains that Santander UK Plc decided not to refund her the money she lost through a scam. What happened Mrs B met someone on social media, and they began communicating through an online messaging service and email. Mrs B says they built up a relations... (4 pages)View decision -
Decision Reference DRN-5851758
29 Oct 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5851758 The complaint Mr B complains that a car that was supplied to him under a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality. Mr B’s wife is also involved in his complaint. What happened A used car was supplied to Mr B under a hire pur... (4 pages)View decision -
Decision Reference DRN-5886374
29 Oct 2025 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-5886374 The complaint Mrs B’s complained – in her capacity as executor of her late mother, Mrs C’s estate – that Dignity Funerals Limited have failed to refund the cost of Mrs C’s pre-paid funeral plan to her estate. Mrs B is herself represented by her husband, Mr B, in this complai... (2 pages)View decision -
Decision Reference DRN-5468574
29 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5468574 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. ... (4 pages)View decision