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 400695 results
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Decision Reference DRN-5944406
12 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5944406 The complaint Mr D complains that HSBC UK Bank Plc won’t refund him the amount he lost as the result of a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. ... (7 pages)View decision -
Decision Reference DRN-5894813
11 Nov 2025 Black Horse Limited UpheldConsumer CreditDRN-5894813 The complaint Miss H complains that a car that was supplied to her under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss H under a hire purchase agreement with Black Horse that she signed in Jun... (3 pages)View decision -
Decision Reference DRN-5864844
11 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5864844 The complaint Mr M complains that American Express Services Europe Limited trading as American Express (AESEL) declined his chargeback claim. What happened Mr M made a booking with an online booking platform (Love Holidays) for a hotel and flights reservation and paid using ... (2 pages)View decision -
Decision Reference DRN-5887819
11 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5887819 The complaint Mrs G, as trustee of the G Trust, complains about a reviewable whole of life policy the trust holds with Aviva Life & Pensions UK Limited. She’s unhappy with how much the policy is now worth after having paid into for many years. She’s also unhappy with the... (3 pages)View decision -
Decision Reference DRN-5849260
11 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5849260 The complaint Mr S complains about the settlement offered by esure Insurance Limited (esure) on a claim he made on a motor insurance policy. What happened Mr S insured his car with esure. He made a claim for damage to the car and after assessing the damage, esure said the ca... (2 pages)View decision -
Decision Reference DRN-5917238
11 Nov 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5917238 The complaint Mrs G is unhappy that a car supplied to her under a hire agreement with RCI Financial Services Limited trading as Mobilize Finance (RCI) was of an unsatisfactory quality. What happened In January 2025 Mrs G was supplied with a new car through a hire agreement ... (6 pages)View decision -
Decision Reference DRN-5756848
11 Nov 2025 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. Not upheldInsuranceDRN-5756848 The complaint Mr W is unhappy with how Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. (Telefonica) has dealt with gadget insurance claim. What happened Mr W has a gadget insurance policy with Telefonica, who is also the underwriter. Mr W insured his Apple Watch ... (2 pages)View decision -
Decision Reference DRN-5413214
11 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5413214 THE COMPLAINT Mr G complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr G is represented by Rothley Law Limited in this matter. However, where appropriate, I will refer to Mr G solely in this decision for eas... (3 pages)View decision -
Decision Reference DRN-5425783
11 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5425783 THE COMPLAINT Mr G complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr G is represented by Rothley Law Limited in this matter. However, where appropriate, I will refer to Mr G solely in this decision for eas... (4 pages)View decision -
Decision Reference DRN-5913394
11 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5913394 The complaint Mr C and Mr E complain that Mr C was unable to use Great Lakes Insurance UK Limited’s portal to make his travel insurance claim. My references to Great Lakes include its agents. As Mr C has taken the lead on the claim and complaint I’ll refer to Mr C to include... (3 pages)View decision