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 401363 results
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Decision Reference DRN-5915312
29 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5915312 The complaint Mr G has complained about how AXA Insurance UK Plc (“AXA”) has recorded a claim he made under his landlord insurance policy. What happened Mr G holds a residential landlord insurance policy with AXA. In March 2024, he was notified by his managing agent that the... (3 pages)View decision -
Decision Reference DRN-5819501
29 Oct 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5819501 The complaint Mrs B complains that she was mis sold a hire purchase agreement with Stellantis Financial Services UK Limited (Stellantis). What happened In January 2022 Mrs B was supplied with a used car through a hire purchase agreement with Stellantis. She paid an advance p... (4 pages)View decision -
Decision Reference DRN-5909706
29 Oct 2025 StoneX Financial Ltd UpheldInvestmentsDRN-5909706 The complaint Mr H complains an error by StoneX Financial Ltd trading as Forex.com (“StoneX”) closed his trading positions causing losses. He says StoneX didn’t reinstate his trades properly and he seeks a return of the £92,500 balance his account had before the error occurr... (9 pages)View decision -
Decision Reference DRN-5877794
29 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5877794 The complaint Miss H has complained that Aviva Life & Pensions UK Limited has delayed the payment of her pension benefits, which caused her significant trouble and upset. What happened The investigator who considered this matter set out the background to the complaint in... (4 pages)View decision -
Decision Reference DRN-5785116
29 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5785116 The complaint Mr P has complained about the service provided by Aviva Insurance Limited under a home emergency policy. What happened In May 2023 Mr P had his boiler serviced by an engineer sent by Aviva. The heat exchanger in the boiler was removed and serviced. In 2024 Mr P... (3 pages)View decision -
Decision Reference DRN-5439431
29 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5439431 The complaint Mr A complains that HSBC UK Bank Plc unfairly defaulted his credit card account. What happened In 2023, Mr A raised a complaint with HSBC about irresponsible lending on his credit card account. When he was unsatisfied with the response from HSBC, he brought it... (4 pages)View decision -
Decision Reference DRN-5702836
29 Oct 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5702836 The complaint Mr and Mrs G complain about First Central Underwriting Limited’s (First Central) handling of Mrs G’s motor insurance claim. What happened In November 2024, Mrs G contacted First Central to report a car incident she didn’t think she was at fault for. She said t... (4 pages)View decision -
Decision Reference DRN-5903782
29 Oct 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5903782 The complaint Miss S complains about a car supplied to her using a hire purchase agreement taken out with Startline Motor Finance Limited (“Startline”). What happened In July, 2024, Miss S acquired a used car using a hire purchase agreement with Startline. The car was over ... (5 pages)View decision -
Decision Reference DRN-5468626
29 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5468626 The complaint Mr A complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision What happened The background of this c... (4 pages)View decision -
Decision Reference DRN-5882855
29 Oct 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5882855 The complaint The estate of Ms R, represented by her personal representative – who I’ll refer to as “Mrs W” – complains that TSB Bank plc unfairly restricted and closed Ms R’s account. Mrs W also complains about the bank’s handling of a payment dispute Ms R had raised. What ... (3 pages)View decision