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 392389 results
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Decision Reference DRN-5600055
12 Sep 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5600055 The complaint Ms J complains that Domestic & General Insurance Plc (DGI) unfairly cancelled her appliance protection policies without informing her that she’d forfeit loyalty rewards she’d accumulated when incepting those policies. What happened Ms J held several applia... (5 pages)View decision -
Decision Reference DRN-5348045
12 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5348045 The complaint Miss L complains that Revolut has declined to reimburse payments made from her account as part of a scam. What happened Miss L received a call from a scammer impersonating another banking provider and Action Fraud. She was convinced that the funds in a business... (4 pages)View decision -
Decision Reference DRN-5791465
12 Sep 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5791465 The complaint A limited company, which I will refer to as P, complains about the decline by Hiscox Insurance Company Limited of its business interruption claim, made as a result of the COVID-19 pandemic. What happened The following is intended only as a summary of the events... (3 pages)View decision -
Decision Reference DRN-5806984
12 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5806984 The complaint Mr H complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr H has previously been represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The backg... (3 pages)View decision -
Decision Reference DRN-5815755
12 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5815755 The complaint Mr W complains that Starling Bank Limited (Starling) won’t refund the money he lost to a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat everything here. In short, Mr W fell victim to a safe account scam in... (3 pages)View decision -
Decision Reference DRN-5735537
12 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5735537 The complaint Mr H complains HSBC UK Bank Plc lent to him irresponsibly when they approved his application for a credit card, and the subsequent limit increases. What happened Mr H complained HSBC lent to him irresponsibly regarding the lending decisions below for a credit ... (3 pages)View decision -
Decision Reference DRN-5650062
12 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5650062 The complaint Mr J complains that NewDay Ltd (NewDay) has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened Mr J approached a garage, who I’ll call L, to assess his car and provide a quote for repairs af... (3 pages)View decision -
Decision Reference DRN-5772639
12 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5772639 The complaint Mrs T’s complained that Legal and General Assurance Society Limited (“L&G”) unfairly declined the claim she made on her critical illness policy. And they cancelled her policy and refunded the premiums she’d paid, because they said Mrs T had made a misrepre... (3 pages)View decision -
Decision Reference DRN-5815398
12 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5815398 The complaint Mr O complains AXA Insurance UK Plc (“AXA”) has unfairly settled his claim for storm damage on his property insurance policy as he says the cash settlement offered is too low. Mr O’s also unhappy with the customer service AXA provided while handling his claim. ... (5 pages)View decision -
Decision Reference DRN-5646313
12 Sep 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-5646313 The complaint Mr M complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) have treated him unfairly in contacting him for debts they haven’t proven he owes. What happened Mr M’s complaint centres around three debts that Lantern are pursuing him fo... (3 pages)View decision