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 366874 results
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Decision Reference DRN-5003397
1 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5003397 The complaint Miss K complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Miss K has explained that in Ma... (2 pages)View decision -
Decision Reference DRN-5504370
1 May 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5504370 The complaint Mrs and Mr S are unhappy that AXA Insurance UK Plc (“AXA”) declined their claim for a stolen ring. Mrs and Mr S had buildings and contents insurance, underwritten by AXA, held in joint names. For ease of reading, and because he brought the complaint, I’ll refer... (3 pages)View decision -
Decision Reference DRN-5365167
1 May 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5365167 The complaint Mr K has complained that Creation Consumer Finance Ltd (“CCF”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened In September 2022, Mr K entered into a fixed sum loan agreement with CCF to fund the provision of a sof... (4 pages)View decision -
Decision Reference DRN-5336332
1 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5336332 The complaint Mrs and Mr B complain about the way Aviva Insurance Limited handled a medical expenses claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think a... (5 pages)View decision -
Decision Reference DRN-5423570
1 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5423570 The complaint Mr A complains that Admiral Insurance (Gibraltar) Limited increased the premium for the renewal of his motor insurance policy following notifications only of two incidents. He’s also unhappy with its level of service and delays in dealing with his concerns. Wha... (2 pages)View decision -
Decision Reference DRN-5501889
1 May 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-5501889 The complaint Mr S, who is represented by a third party, complains that First Response Finance Limited (“First Response”) irresponsibly agreed to give him finance he says he couldn’t afford to repay. What happened In March 2018, Mr S acquired a used car financed by a fixed ... (3 pages)View decision -
Decision Reference DRN-5518522
1 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5518522 The complaint Mr B complains that Revolut Ltd won’t refund money he lost to a scam. What happened Mr B fell victim to a cryptocurrency investment scam. He was looking for investment opportunities and came across an advert online which appeared to be endorsed by a well- know... (8 pages)View decision -
Decision Reference DRN-5525497
1 May 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5525497 The complaint Mr N has complained that National Savings & Investments (“NS&I”) has been unable to give him a clear explanation about what happened to the proceeds of a Warrant for £4,500 that had been issued in September 2001. To resolve the complaint Mr N would lik... (5 pages)View decision -
Decision Reference DRN-5525339
1 May 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5525339 The complaint Mr S complains that a driveway which he had installed was not of a satisfactory quality. Because it was financed with a loan from Mitsubishi HC Capital UK PLC, he says that it is responsible, with the supplier, for putting things right. Mitsubishi trades in thi... (4 pages)View decision -
Decision Reference DRN-5525461
1 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5525461 The complaint Mr B complains that U K Insurance Limited trading as Darwin mishandled the cancellation of his motor insurance policy. What happened The subject matter of the insurance was an electric hybrid vehicle, first registered in 2012. Mr B acquired the vehicle in abou... (5 pages)View decision
