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 366874 results
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Decision Reference DRN-5531594
16 May 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5531594 The complaint Mr K has complained that Great Lakes Insurance SE unfairly refused a claim on his guaranteed asset protection (GAP) policy and accused him of dishonesty in the process. The insurance intermediary which administers the policy have taken the majority of actions M... (4 pages)View decision -
Decision Reference DRN-4943247
16 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4943247 The complaint Mr W complains that Nationwide Building Society (Nationwide) refused to reimburse him for a recurring payment set up on his debit card without his consent. Mr W seeks an apology and requests Nationwide provide a list of all recurring payments set up on his acco... (3 pages)View decision -
Decision Reference DRN-5273039
16 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5273039 The complaint Mr L is unhappy Nationwide Building Society (“Nationwide”) hasn’t reimbursed him after he fell victim to an investment scam. What happened The details of the complaint are well known to both parties, so I won’t go into too much detail again here. However, in su... (3 pages)View decision -
Decision Reference DRN-5494535
16 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5494535 The complaint Mr and Mrs H are unhappy with what Aviva Insurance Limited did after they made a claim on their legal expenses insurance policy. Although the policy is in joint names, as the claim relates to Mr H, I’ll mainly refer to him in this decision. What happened In Feb... (3 pages)View decision -
Decision Reference DRN-5527326
16 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5527326 The complaint Mr D complains about how Tradex Insurance Company PLC settled a claim he made on his commercial vehicle policy. Reference to Tradex includes its agents. What happened Mr D held a commercial vehicle insurance policy with Tradex. When his van was stolen he made a... (3 pages)View decision -
Decision Reference DRN-4874417
16 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4874417 The complaint Mr C complains that HSBC UK Bank Plc (HSBC) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of thi... (2 pages)View decision -
Decision Reference DRN-5452564
16 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5452564 The complaint Mrs A and Mr W have complained about the liability decision U K Insurance Limited (UKI) made on a claim made under their motor insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full... (3 pages)View decision -
Decision Reference DRN-5244917
16 May 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5244917 The complaint Mr S is unhappy that J.P. Morgan Europe Limited, trading as Chase, will not refund all of the money that he lost as the result of an authorised push payment (APP) scam. Mr S brought his complaint to this service through a representative. For ease of reading I w... (4 pages)View decision -
Decision Reference DRN-5237953
16 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5237953 The complaint Mr and Mrs S are unhappy that Bank of Scotland plc, trading as Halifax, will not refund all of the money that Mr S lost as the result of an authorised push payment (APP) scam. Mr and Mrs S brought their complaint to this service through a representative. For ea... (3 pages)View decision -
Decision Reference DRN-5215626
16 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5215626 The complaint Mr K complains about HSBC UK Bank Plc’s handling of a chargeback claim. What happened Mr K purchased goods online via a merchant (who I’ll refer to as ‘P’ throughout this decision) in January 2024. Mr K says he didn’t receive the correct goods from P, so he re... (3 pages)View decision
