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-5245648
18 Mar 2025 American International Group UK Limited Not upheldInsuranceDRN-5245648 The complaint Mr H has complained about the assessment of claim by AMERICAN INTERNATIONAL GROUP UK LIMITED (AIG) under his personal accident policy. What happened The background to this complaint is well known to the parties. In summary Mr H injured his right knee in a milit... (3 pages)View decision -
Decision Reference DRN-5389349
18 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5389349 The complaint Mr D is unhappy that Tesco Personal Finance Limited (‘Tesco’) didn’t give him enough warning about the transfer of his account to Barclays Bank UK Plc (‘Barclays’). What happened I issued my provisional decision on this complaint, inviting both parties to let ... (3 pages)View decision -
Decision Reference DRN-5354198
18 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5354198 The complaint Mr S complains that Nationwide Building Society won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr S was looking for an alternative cryptocurrency exchange to the one he had been using previously and came acros... (7 pages)View decision -
Decision Reference DRN-5288597
18 Mar 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5288597 The complaint Ms H and Mr Y complain about Zurich Insurance PLC (“Zurich”) and the decision to void their insurance policy following the claim they made on their home insurance policy. Ms H and Mr Y are represented by a third party, who I’ll refer to as “C”. As Ms H acted as... (5 pages)View decision -
Decision Reference DRN-5313833
18 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5313833 The complaint Mr A complains Aviva Insurance Limited (Aviva) gave him incorrect information about the monthly payments on his motor insurance policy. What happened Mr A purchased a motor insurance policy with Aviva which began on 25 June 2024. He chose to pay monthly for his... (2 pages)View decision -
Decision Reference DRN-5353751
18 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5353751 The complaint V, a limited company, complains that HSBC UK Bank Plc delayed an important currency payment which caused it inconvenience and loss. What happened V says that it arranged on 15 July 2024 with a currency provider for a payment of US Dollars 35,000 to be sent to i... (4 pages)View decision -
Decision Reference DRN-5233744
18 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5233744 The complaint Ms T’s complaint is about a credit card issued to her by NewDay Ltd trading as Aquacard in 2014. Ms T says NewDay acted irresponsibly when it gave her a credit card, and then later increased her credit limit. To resolve the complaint Ms T would like NewDay to r... (4 pages)View decision -
Decision Reference DRN-5305379
18 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5305379 The complaint Mrs B complains that American Express Services Europe Limited (AESEL) irresponsibly lent to her. Mrs B is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being mad... (3 pages)View decision -
Decision Reference DRN-5368078
18 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5368078 The complaint Miss E and Mr O complain esure Insurance Limited (Esure) unfairly declined their home insurance claim. Miss E and Mr O are both complainants, but as Mr O has been the main correspondent, and for ease of reading, I refer to only him below. What happened In Dec... (3 pages)View decision -
Decision Reference DRN-5389347
18 Mar 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5389347 The complaint Mrs N complains about charges Mercedes-Benz Financial Services UK Limited (MBFS) have asked her to pay for damage to a car that she returned and had been financing through an agreement with them. What happened I issued a provisional decision on this complaint ... (5 pages)View decision
