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 381194 results
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Decision Reference DRN-5421345
24 Mar 2025 Preferred Mortgages Limited UpheldMortgagesDRN-5421345 The complaint Mr H complains that Preferred Mortgages Limited has not accurately recorded details of his vulnerability. What happened Mr H has a mortgage with Preferred. The mortgage is administered by Acenden – but Preferred is the lender and responsible for what Acenden di... (4 pages)View decision -
Decision Reference DRN-5364975
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5364975 The complaint Miss T complains that NewDay Ltd trading as Debenhams Mastercard terminated her account and recorded a default on her credit file. What happened Miss T held a Debenhams credit card with NewDay. On 24 May 2023 Miss T made a purchase using the card for £8.99. New... (3 pages)View decision -
Decision Reference DRN-5389245
24 Mar 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5389245 The complaint Mrs L complains that Tesco Underwriting Limited have not provided clear information about the settlement when her car was written off following an accident, and as a result, she is worse off. What happened Mrs L made a claim on her car insurance after her car ... (2 pages)View decision -
Decision Reference DRN-5210893
24 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5210893 The complaint Mr and Mrs M complain about the way Liverpool Victoria Insurance Company Limited (“LV”) dealt with a claim on their buildings insurance policy and about being charged a higher premium as a result. What happened Mr and Mrs M have had their home insurance with LV... (3 pages)View decision -
Decision Reference DRN-5119552
24 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5119552 The complaint Mrs S complains HSBC UK Bank Plc (HSBC) should refund her, under section 75 Consumer Credit Act 1974, a payment she made to debt collectors under duress. What happened On 5 February 2024, agents from a debt recovery company (which I’ll call “D”) visited Mrs S’... (3 pages)View decision -
Decision Reference DRN-5334324
24 Mar 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5334324 The complaint S, a limited company, complains that Metro Bank PLC have unreasonably blocked access to their account for an extended period of time. They’d like access to the funds, and compensation. S is represented by their director, Mr I. What happened The background to t... (2 pages)View decision -
Decision Reference DRN-5222195
24 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5222195 The complaint Mrs M complains AXA Insurance UK Plc unfairly declined an accidental damage claim under a buildings insurance policy. What happened Mrs M held buildings insurance which was underwritten by AXA. Mrs M had building works done in 2023. These included a new patio, ... (4 pages)View decision -
Decision Reference DRN-5382026
24 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5382026 The complaint Mr and Mrs T complain about Advantage Insurance Company Limited’s decision to decline a claim for escape of water under their home insurance policy. Advantage has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actio... (5 pages)View decision -
Decision Reference DRN-5079716
24 Mar 2025 IG Index Limited Not upheldInvestmentsDRN-5079716 The complaint Mr M complains that IG Index Limited (‘IG’) failed to make clear the overnight fees it would charge him. What happened Mr M had a spread betting account with IG. On 10 November 2023 he opened a position on the Volatility Index (VIX). He held the position until ... (5 pages)View decision -
Decision Reference DRN-5287958
24 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5287958 The complaint Mrs A complains U K Insurance Limited has refused to make a reasonable adjustment in the administration of her travel insurance policy. The policy is in joint names with Mr A and Mrs A. As Mrs A is the main complainant and correspondent, I’ve mostly only referr... (3 pages)View decision
