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 361839 results
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Decision Reference DRN-4977868
25 Mar 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4977868 The complaint Miss A complains about the quality of a used car she acquired through a hire purchase agreement with Toyota Financial Services (UK) PLC trading as Redline Finance (‘Redline’). Miss A says that the car started to rust very quickly after she acquired it which ind... (3 pages)View decision -
Decision Reference DRN-5424010
25 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5424010 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost as the result of a scam. What happened In 2023, Mr S found an investment online for a company I’ll refer to as B. Mr S says he saw positive reviews about B, that B’s website looked prof... (4 pages)View decision -
Decision Reference DRN-5000890
25 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5000890 The complaint Mr and Mrs S complain that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost as the result of a scam. What happened In 2023, Mr S found an investment online for a company I’ll refer to as B. Mr S says he saw positive reviews about B, that B’s website ... (3 pages)View decision -
Decision Reference DRN-5261868
24 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5261868 The complaint Mr and Mrs S complain about AXA Insurance UK Plc’s settlement offer following a claim for storm damage to their home. Both Mr and Mrs S are named policyholders on their AXA policy, so any claim or complaint is brought by them both. But for simplicity, and becau... (4 pages)View decision -
Decision Reference DRN-5353182
24 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5353182 The complaint Mr O complains about Barclays Bank UK PLC blocking his card and leaving him in a vulnerable position when he was overseas. What happened Prior to travelling to Country A, Mr O contacted Barclays to let them know he planned to use his account and card in that co... (5 pages)View decision -
Decision Reference DRN-4970443
24 Mar 2025 HSBC UK Bank Plc Not upheldInvestmentsDRN-4970443 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct (‘First Direct’) unreasonably prevented him from responding to a rights issue for stock held in his share dealing account. What happened Mr B holds an online share dealing account with First Direct. ... (4 pages)View decision -
Decision Reference DRN-5217074
24 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5217074 The complaint Mr B holds/held an account with Santander UK Plc (“Santander”). Mr B’s complaint is about Santander’s refusal to reimburse him money he says he lost due to a scam. Mr B is represented by CEL Solicitors in this matter. However, where appropriate, I will refer ... (6 pages)View decision -
Decision Reference DRN-5155589
24 Mar 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5155589 The complaint Mrs D complained that Watford Insurance Company Europe Limited declined her claim under her motor insurance policy after her car was stolen. What happened Mrs D’s car was stolen and recovered damaged, and she claimed under her policy. Watford decided that her ... (3 pages)View decision -
Decision Reference DRN-5347333
24 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5347333 The complaint Mr R has complained about the service he has received from AXA Insurance UK Plc (AXA) in regard to the motor insurance policy he holds with them. What happened The details of what happened are well known to both parties, so I will just summarise them here: Mr... (2 pages)View decision -
Decision Reference DRN-5357521
24 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5357521 The complaint F complain Santander UK Plc (“Santander”) failed to use other communication channels and wasn’t flexible by extending the date of closure of their account when informing it the notification letter had been delivered to a neighbouring property. What happened The... (2 pages)View decision
