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-5283330
24 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5283330 The complaint Miss M complains about the way esure Insurance Limited (“esure”) handled a motor theft claim she made under her car insurance policy. What happened In February 2024, Miss M’s car was stolen. She reported the theft to her insurer, esure, and made a claim under h... (4 pages)View decision -
Decision Reference DRN-5251843
24 Mar 2025 Pockit Limited Not upheldBanking and PaymentsDRN-5251843 The complaint Mrs G has complained that Pockit Limited won’t refund transactions which she says she didn’t make or otherwise authorise. What happened In March 2024, Mrs G registered an Apple Pay token on her phone. She used this token for genuine spending, including at an on... (2 pages)View decision -
Decision Reference DRN-5030449
24 Mar 2025 CMC Markets UK plc Not upheldInvestmentsDRN-5030449 The complaint Mr K complained that CMC Markets UK plc (‘CMC’) wrongly closed all the positions in his spread betting account. He says that caused him a loss. What happened Mr K had a spread betting account with CMC which he opened in August 2010. In September 2023 CMC sent M... (5 pages)View decision -
Decision Reference DRN-5405987
24 Mar 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5405987 The complaint Mr J complains about Tesco Underwriting Limited’s (“Tesco”) valuation of his car following a claim under his car insurance policy. What happened Mr J says, following an accident, his car was written-off. Mr J wasn’t happy with the settlement being offered by T... (3 pages)View decision -
Decision Reference DRN-5362213
24 Mar 2025 Salary Finance Loans Limited UpheldConsumer CreditDRN-5362213 The complaint Mr S complains about issues caused by Salary Finance Loans Limited in collecting the payments due from him under a fixed sum loan agreement. What happened Mr S entered into a fixed sum loan agreement with Salary Finance Loans in May 2023 for a loan of £25,000. ... (3 pages)View decision -
Decision Reference DRN-5423420
24 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5423420 The complaint Ms H and Mr H complain HSBC UK Bank Plc (“HSBC”) closed their current accounts and did so without notice nor explanation. They’re also unhappy HSBC did this shortly after notifying them their overdraft limit would be reduced and reviewed again later. And that H... (5 pages)View decision -
Decision Reference DRN-5380918
24 Mar 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5380918 The complaint Miss A is unhappy with Inter Partner Assistance SA’s (IPA) decision to decline her claim. What happened Miss A had travel medical insurance with IPA. In September 2023 she purchased a single trip policy with it by phone for a holiday to Spain. Whilst on holiday... (2 pages)View decision -
Decision Reference DRN-5284490
24 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5284490 The complaint Mr and Mrs S are complaining Accredited Insurance (Europe) Ltd (Accredited) has declined a claim they made on their buildings insurance policy. References to Accredited include the actions of any business acting on their behalf. What happened In March 2024 Mr a... (6 pages)View decision -
Decision Reference DRN-5364984
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5364984 The complaint Miss H complains that NewDay Ltd reduced the credit limit on her credit card. What happened Miss H holds a Debenhams credit card with NewDay. On 26 October 2024 Miss H made a payment of £18.41 to her account using the online service. However, the payment wasn’t... (3 pages)View decision -
Decision Reference DRN-5421424
24 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5421424 The complaint Mr R complains HSBC UK Bank Plc (HSBC) didn’t do enough to protect him when he fell victim to a scam. What happened Mr R said he was speaking with a friend who lived overseas who brought up that he had been investing for a while and made a significant amount o... (3 pages)View decision
