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 375119 results
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Decision Reference DRN-5696077
21 Aug 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5696077 The complaint Mr J and Mrs J have complained about how Inter Partner Assistance SA (IPA) dealt with a claim under their home emergency policy. What happened Mr J and Mrs J contacted IPA to report they had no heating or hot water. They also told IPA there was a vulnerable ad... (3 pages)View decision -
Decision Reference DRN-5760240
21 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5760240 The complaint Mr E has complained about the renewal of his home insurance policy. He’s unhappy because the premium increased and U K Insurance Limited (“UKI”) didn’t tell him. What happened In February 2025 UKI sent Mr E the renewal information for his policy. The policy au... (3 pages)View decision -
Decision Reference DRN-5333766
21 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5333766 Complaint Mr W is unhappy that Santander UK Plc didn't reimburse him after he reported falling victim to a scam. Background In mid-2023, Mr W fell victim to a type of fraud commonly referred to as a job scam. He was contacted via WhatsApp by an individual claiming to wo... (4 pages)View decision -
Decision Reference DRN-5762592
21 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5762592 The complaint Mr K complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined to settle his claim on his motor insurance policy. There are several parties and representatives of Admiral involved throughout the complaint but for the purposes of this complain... (3 pages)View decision -
Decision Reference DRN-5769406
21 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5769406 The complaint Ms C complains about a car supplied under a hire purchase agreement, provided by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (‘BMWFS’). What happened Around July 2024 Ms C acquired a used car from a manufacturer’s dealer under a hi... (6 pages)View decision -
Decision Reference DRN-5468456
21 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5468456 The complaint Mr C complains that HSBC UK bank PLC won’t reimburse him after he reported falling victim to a scam. What happened Mr C was cold called by a business (which I’ll call ‘S’) offering an investment opportunity in artwork. Mr C was encouraged to purchase various ar... (4 pages)View decision -
Decision Reference DRN-5758084
21 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5758084 The complaint Miss D complains that HSBC UK Bank Plc won’t refund payments made as a result of a scam. What happened Miss D was the victim of a job scam involving the following payments from her HSBC account: Ref Date Description Debit - 18 April 2024 Payment received fr... (4 pages)View decision -
Decision Reference DRN-5729518
21 Aug 2025 First Central Underwriting Limited UpheldInsuranceDRN-5729518 The complaint Mr B complains First Central Underwriting Limited (First Central) caused delays to the repairs to his car and didn’t provide adequate updates on the progress of the repairs. First Central are the underwriters of this policy i.e. the insurer. Part of this compl... (2 pages)View decision -
Decision Reference DRN-5745847
21 Aug 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5745847 The complaint Mrs T complains The Royal Bank of Scotland Plc (“RBS”) won’t refund transactions made from her current account which she says she didn’t make or authorise. What happened Mrs T is disputing a total of 55 transactions between November 2023 and April 2024. These ... (5 pages)View decision -
Decision Reference DRN-5766254
21 Aug 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5766254 The complaint Mr J complains that a car that was supplied to him under a hire purchase agreement with Secure Trust Bank plc, trading as Moneyway, wasn’t of satisfactory quality. What happened A used car was supplied to Mr J under a hire purchase agreement with Moneyway that ... (3 pages)View decision
