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 383377 results
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Decision Reference DRN-5450799
8 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5450799 The complaint and what happened Mr W complains that HSBC UK Bank Plc, trading as first direct, lent to him irresponsibly via an overdraft over an extended period of time. He would like all the fees and charges associated with the overdraft refunded. I’ve included relevant s... (4 pages)View decision -
Decision Reference DRN-5412322
8 Apr 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5412322 The complaint Mr G is unhappy with what Accredited Insurance (Europe) Ltd did after he made a claim on his legal expenses insurance policy. What happened Mr G had an employment dispute and contacted Accredited in May 2024 seeking assistance from his legal expenses insurance.... (2 pages)View decision -
Decision Reference DRN-5375889
8 Apr 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5375889 The complaint Mrs R complains The National Farmers' Union Mutual Insurance Society Limited (NFU) misdiagnosed an issue with her car and damage may have been caused due to the wait to be inspected. There are several parties and representatives of NFU involved throughout... (2 pages)View decision -
Decision Reference DRN-5395858
8 Apr 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) Not upheldInsuranceDRN-5395858 The complaint Mr Y is unhappy the Equine and Livestock Insurance Company (ELIC) turned down a claim he made on his pet insurance policy. What happened On 29 December 2023 Mr Y took out pet insurance to cover his dog. On 12 January he took his dog to the vet as he’d observed ... (2 pages)View decision -
Decision Reference DRN-5016606
8 Apr 2025 JBR Capital Limited Not upheldConsumer CreditDRN-5016606 The complaint Mr O complains that JBR Capital Limited (JBR), incorrectly registered a Cifas fraud marker against him. What happened Mr O said he realised in September 2023 that a Cifas fraud marker was applied to his credit file in November 2021 after he applied and was decl... (3 pages)View decision -
Decision Reference DRN-5382587
8 Apr 2025 Global Property Ventures Limited UpheldInsuranceDRN-5382587 The complaint Mr N, Mr N1 and Ms N are unhappy with what Global Property Ventures Limited (GPV) did after a claim was on a rent deposit guarantee policy they’d taken out. Although the complaint involves all three complainants, as it’s been brought to our service by Mr N I’ll... (3 pages)View decision -
Decision Reference DRN-5414809
8 Apr 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5414809 The complaint Mr and Ms H complain that Astrenska Insurance Limited declined their claim against their travel insurance policy. Reference to Astrenska includes its agents. What happened Mr and Ms H planned a family trip and bought a single trip travel insurance policy under... (3 pages)View decision -
Decision Reference DRN-5324462
8 Apr 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5324462 The complaint Mrs S complains that TSB Bank plc defaulted her credit card account following a dispute with a retailer. What happened In August 2022 Mrs S made a credit card payment of £225 to W, a company which provides discount vouchers for goods, services and experiences. ... (2 pages)View decision -
Decision Reference DRN-4934345
8 Apr 2025 IG Markets Limited Not upheldInvestmentsDRN-4934345 The complaint Miss C complains that IG Markets Limited (‘IG’) caused her financial loss by allowing a contract for differences (‘CFD’) trading account to be opened in her name. What happened IG opened a CFD trading account for Miss C following an application completed on 29... (7 pages)View decision -
Decision Reference DRN-4969626
8 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4969626 The complaint Mr T says Bank of Scotland plc, trading as Halifax (‘Halifax’), didn’t do enough to help recover his money when he says he fell victim to a scam. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly ... (3 pages)View decision
