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 386796 results
-
Decision Reference DRN-5967061
22 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-5967061 The complaint Mrs M has complained that esure Insurance Limited (esure) unfairly declined a claim under her home insurance policy. Mrs M has a representative but, for ease, I will normally only refer to her. References to esure include companies acting on its behalf. What ... (3 pages)View decision -
Decision Reference DRN-6039475
22 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6039475 The complaint Mrs T is complaining about Moneybarn No.1 Limited. She says they shouldn’t have lent to her as the loan was unaffordable. A representative has raised the complaint on Mrs T’s behalf but for ease I’ve written as if we’ve dealt directly with Mrs T. What happened... (3 pages)View decision -
Decision Reference DRN-6031930
22 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6031930 The complaint Miss M complains about charges she was asked to pay by Volkswagen Financial Services (UK) Limited (VWFS) when she returned a car she had been financing through an agreement with them. What happened The detailed background to this complaint is well known to both... (2 pages)View decision -
Decision Reference DRN-6038724
22 Dec 2025 StoneX Financial Ltd Not upheldInvestmentsDRN-6038724 The complaint Mr Y complains that StoneX Financial Ltd trading as City Index failed to do adequate checks when opening his spreadbetting accounts. What happened Mr Y opened two spread betting trading accounts with City Index in December 2018 and April 2024, and held a Contr... (3 pages)View decision -
Decision Reference DRN-6033327
22 Dec 2025 AXA France IARD UpheldInsuranceDRN-6033327 The complaint Mr C complains about AXA France IARD (“AXA”) and their decision to decline the claim he made on his Guaranteed Asset Protection (“GAP”) insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to l... (4 pages)View decision -
Decision Reference DRN-5976453
22 Dec 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5976453 The complaint Mr H and Mr H complained that Advantage Insurance Company Limited cancelled Mr H’s motor insurance policy. What happened Mr H and Mr H are father and son. Mr H, the son, was the policyholder. Mr H, the father, was a named driver on the policy. For clarity I’ll... (4 pages)View decision -
Decision Reference DRN-5762728
22 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5762728 The complaint Mr K says National Westminster Bank Public Limited (“NatWest”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In... (2 pages)View decision -
Decision Reference DRN-5875647
22 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5875647 The complaint Mr G complains that HSBC UK Bank Plc (“HSBC”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as follows. ... (6 pages)View decision -
Decision Reference DRN-5950120
22 Dec 2025 ReAssure Limited UpheldInsuranceDRN-5950120 The complaint Mr and Mrs K are unhappy with the administration of their Reviewable Whole of Life (RWOL) policy they hold with ReAssure Limited (ReAssure). What happened Mr and Mrs K took out a RWOL policy to provide financial protection for their young family, to provide fi... (8 pages)View decision -
Decision Reference DRN-5527264
22 Dec 2025 DP Pensions Limited UpheldPensions and AnnuitiesDRN-5527264 The complaint Mr V complains that the due diligence that DP Pensions Limited (DP Pensions) carried out when accepting his self-invested personal pension (SIPP) application and the investment was not sufficient. What happened Mr V has said that he was offered a review of his... (12 pages)View decision
