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 381196 results
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Decision Reference DRN-5735024
3 Nov 2025 Ageas Insurance Limited UpheldInsuranceDRN-5735024 The complaint Mrs D and Mr G complain about the way Ageas Insurance Limited has settled a claim they made on their home insurance policy. Mrs D and Mr G have been represented in bringing the claim and complaint. But for ease, I’ve referred to all comments and actions as bein... (2 pages)View decision -
Decision Reference DRN-5851535
3 Nov 2025 TICORP Limited Not upheldInsuranceDRN-5851535 The complaint Mr and Mrs M complain about the sale of their travel insurance policy by TICORP Limited. Staysure is a trading name of TICORP Limited, but for ease I’ll only refer to TICORP in this decision. What happened Mr and Mrs M bought an annual travel insurance policy... (2 pages)View decision -
Decision Reference DRN-5922783
3 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5922783 The complaint Mr A complains that Wise Payments Limited closed his account without warning or explanation, and that it has not returned the funds which were held in the account to him. What happened Mr A held US dollar and Euro accounts with Wise. He also has a Euro account ... (2 pages)View decision -
Decision Reference DRN-5910771
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5910771 The complaint This complaint’s about a mortgage Miss S holds with National Westminster Bank Public Limited Company (NatWest). The complaint relates primarily to how NatWest has dealt with Miss S’s requests for help during an extended period of financial hardship. What happe... (4 pages)View decision -
Decision Reference DRN-5923614
3 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5923614 The complaint Mr J complains about the settlement he’s received from Admiral Insurance (Gibraltar) Limited (Admiral) following a claim under his car insurance policy. What happened Mr J had a car insurance policy underwritten by Admiral. Following an accident, the insured v... (4 pages)View decision -
Decision Reference DRN-5919264
3 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5919264 The complaint Mr H complains that HSBC UK Bank Plc (“HSBC”) unfairly lodged a Cifas marker against him. What happened Mr H applied for an account with HSBC. They processed the application and issued a card. But, shortly after, they told Mr H they were closing the account. H... (5 pages)View decision -
Decision Reference DRN-5922603
3 Nov 2025 Topaz Finance Limited UpheldMortgagesDRN-5922603 The complaint This complaint is about two buy-to-let (BTL) mortgages Mrs D holds with Topaz Finance Limited trading as Rosinca Mortgages (Rosinca). Both mortgages are in arrears. The complaint relates primarily to how Rosinca has dealt with Mrs D’s requests for help in tryin... (4 pages)View decision -
Decision Reference DRN-5775613
3 Nov 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5775613 The complaint Mr C is unhappy that a car supplied to him under a hire purchase agreement with First Response Finance Limited was of an unsatisfactory quality. What happened On 11 February 2025, Mr C was supplied with a new/used car through a hire purchase agreement with Fir... (4 pages)View decision -
Decision Reference DRN-5729871
3 Nov 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5729871 The complaint Mr S and Mrs S have complained about the level of settlement paid by Accredited Insurance (Europe) Ltd (‘Accredited’) under their home insurance policy following a burglary at their home. What happened In January 2024, Mr S and Mrs S sadly suffered a burglary a... (3 pages)View decision -
Decision Reference DRN-5810488
3 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5810488 The complaint Miss A complains about a car supplied to her using a hire purchase agreement taken out with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“BMWFS”). What happened In July 2024, Miss A acquired a used car using a hire purchase agreem... (5 pages)View decision
