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 375868 results
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Decision Reference DRN-5361505
21 Mar 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5361505 The complaint Mr T complains that Acromas Insurance Company Limited (Acromas) reduced his No Claims Discount (NCD) entitlement following a fault claim made on his motor insurance policy. What happened Mr T took out a motor insurance policy with Acromas in May 2023 with 13 y... (3 pages)View decision -
Decision Reference DRN-4757113
21 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4757113 The complaint Mr J complains that HSBC UK Bank Plc didn’t treat him fairly after he paid money to an HSBC account during an email interception scam. Other complaints concerning the same scam are the subject of separately issued decisions. This decision concerns HSBC solely. ... (6 pages)View decision -
Decision Reference DRN-5410110
21 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5410110 The complaint Mrs O complains about Healthcare Finance Limited’s (HFL) response to her claim brought under section 75 Consumer Credit Act 1974 (s.75) in respect of dental aligner treatment she bought using a fixed sum loan from it. What happened Around May 2023 Mrs O bought ... (5 pages)View decision -
Decision Reference DRN-5093652
21 Mar 2025 Odey Wealth Management (UK) Limited Not upheldInvestmentsDRN-5093652 The complaint Mr S complains that Odey Wealth Management (UK) Limited (“OWM”) hasn’t kept him informed about an investment he held in a portfolio with it. He says he’s concerned he may not be able to receive future payments or distributions from the fund. What happened Mr S ... (4 pages)View decision -
Decision Reference DRN-5416416
21 Mar 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5416416 The complaint Mr S has complained about the actions of Abbey Life when it transferred his personal pensions to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2016. Mr S’s QROPS was used to invest, in part, in The Resort Group (“TRG”), an overseas commercial pro... (9 pages)View decision -
Decision Reference DRN-5362713
21 Mar 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5362713 The complaint Mrs G complains through a representative Stellantis Financial Services UK Limited (“Stellantis”) gave her finance without taking reasonable steps to see whether she could afford it. What happened In April 2022, Stellantis provided Mrs G with a conditional sale... (4 pages)View decision -
Decision Reference DRN-5293275
21 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5293275 The complaint Miss K complains about the way Admiral Insurance (Gibraltar) Limited handled her policy renewal and No Claims Bonus (NCB) entitlement. She says this could have caused her issues with future insurance. She also says they caused delays in refunding her policy exc... (3 pages)View decision -
Decision Reference DRN-5397572
21 Mar 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5397572 The complaint Mr and Mrs L are unhappy about how Great Lakes Insurance UK Limited handled a claim under their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on givin... (2 pages)View decision -
Decision Reference DRN-5295665
21 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5295665 The complaint Mr R complains that HSBC UK Bank PLC (HSBC) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of thi... (4 pages)View decision -
Decision Reference DRN-5375536
21 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5375536 The complaint Mrs C has complained that Liverpool Victoria Insurance Company Limited (LV) unfairly declined part of a claim under her home insurance policy. Mrs C is represented in the claim and complaint by Mr C who, for ease, I will normally refer to in my decision. Refe... (3 pages)View decision
