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 374385 results
-
Decision Reference DRN-5719891
12 Aug 2025 Assicurazioni Generali S.p.A Not upheldInsuranceDRN-5719891 The complaint Mr H complains that Assicurazioni Generali S.p.A has turned down an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think a... (5 pages)View decision -
Decision Reference DRN-5671355
12 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5671355 The complaint Mrs A complains that Domestic & General Insurance Plc (D&G) didn’t accept her claim for a damaged television under her appliance insurance policy and that it cancelled the policy. She’s also unhappy that D&G cancelled an insurance policy she had for... (3 pages)View decision -
Decision Reference DRN-5634553
12 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5634553 The complaint Mr S has complained American Express Services Europe Limited wouldn’t accept a credit card account had been opened fraudulently in his name. He was also concerned that they required him to phone them to formally report this as fraud as he didn’t see this as req... (3 pages)View decision -
Decision Reference DRN-5746237
12 Aug 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5746237 The complaint Miss W complains about the quality of a used car that was supplied through a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (SMF). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional de... (3 pages)View decision -
Decision Reference DRN-5705998
12 Aug 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5705998 The complaint Mr J complains that HSBC UK Bank Plc declined his application for a personal loan and didn’t provide him with the reason why. What happened In April 2025 Mr J applied for a personal loan of £20,000 with HSBC. His application was declined. Mr J contacted HSBC fo... (2 pages)View decision -
Decision Reference DRN-5745176
12 Aug 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5745176 The complaint Mr P and Mrs L are unhappy with the service received from the conveyancer involved in the remortgage of their buy to let property to HSBC UK Bank Plc. The conveyancer was appointed by HSBC, through a company that offers conveyancing panel management services. W... (2 pages)View decision -
Decision Reference DRN-5747357
12 Aug 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5747357 The complaint Mr C and Mrs P have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. As it is Mrs P leading on the complaint, for ease, I will mostly just be referring to her in this decision. What happened The single... (2 pages)View decision -
Decision Reference DRN-5497198
12 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5497198 The complaint Mr K is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr K is being represented by a legal representative but for ease of reference I’ll only refer to Mr K here. What happened The detailed background to this complaint is well ... (7 pages)View decision -
Decision Reference DRN-5624844
12 Aug 2025 Aviva Equity Release UK Limited Not upheldMortgagesDRN-5624844 The complaint Mrs B has complained about the lending decision made by Aviva Equity Release UK Limited when she took out a lifetime mortgage in 2003. She’s said the property was overvalued at £300,000, which led to her being misled about the amount of equity that would remain... (4 pages)View decision -
Decision Reference DRN-5651970
12 Aug 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5651970 The complaint Mr M complained because Zopa Bank Limited refused to refund him for transactions which he said he didn’t authorise. What happened On 15 April 2025, Mr M contacted Zopa and disputed several payments to Transport for London (TFL) and St Pancras International. He... (3 pages)View decision
