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-5119552
24 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5119552 The complaint Mrs S complains HSBC UK Bank Plc (HSBC) should refund her, under section 75 Consumer Credit Act 1974, a payment she made to debt collectors under duress. What happened On 5 February 2024, agents from a debt recovery company (which I’ll call “D”) visited Mrs S’... (3 pages)View decision -
Decision Reference DRN-5334324
24 Mar 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5334324 The complaint S, a limited company, complains that Metro Bank PLC have unreasonably blocked access to their account for an extended period of time. They’d like access to the funds, and compensation. S is represented by their director, Mr I. What happened The background to t... (2 pages)View decision -
Decision Reference DRN-5222195
24 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5222195 The complaint Mrs M complains AXA Insurance UK Plc unfairly declined an accidental damage claim under a buildings insurance policy. What happened Mrs M held buildings insurance which was underwritten by AXA. Mrs M had building works done in 2023. These included a new patio, ... (4 pages)View decision -
Decision Reference DRN-5382026
24 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5382026 The complaint Mr and Mrs T complain about Advantage Insurance Company Limited’s decision to decline a claim for escape of water under their home insurance policy. Advantage has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actio... (5 pages)View decision -
Decision Reference DRN-5079716
24 Mar 2025 IG Index Limited Not upheldInvestmentsDRN-5079716 The complaint Mr M complains that IG Index Limited (‘IG’) failed to make clear the overnight fees it would charge him. What happened Mr M had a spread betting account with IG. On 10 November 2023 he opened a position on the Volatility Index (VIX). He held the position until ... (5 pages)View decision -
Decision Reference DRN-5287958
24 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5287958 The complaint Mrs A complains U K Insurance Limited has refused to make a reasonable adjustment in the administration of her travel insurance policy. The policy is in joint names with Mr A and Mrs A. As Mrs A is the main complainant and correspondent, I’ve mostly only referr... (3 pages)View decision -
Decision Reference DRN-5420942
24 Mar 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5420942 The complaint Miss M complains that Great Lakes Insurance UK Limited has turned down an abandonment claim she made on a travel insurance policy. What happened In April 2024, Miss M took out a single trip travel insurance policy through a broker. The policy was intended to p... (4 pages)View decision -
Decision Reference DRN-5422670
24 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5422670 The complaint Mr A complains about the service he received from AXA Insurance UK Plc (AXA) when he made a claim under his car insurance policy. What happened Mr A’s car was damaged by a third-party and he made a claim to AXA. It arranged for the car to be inspected. The car... (3 pages)View decision -
Decision Reference DRN-5399755
24 Mar 2025 TSB Bank plc Not upheldMortgagesDRN-5399755 The complaint C, who has been appointed by Mr P as his enduring power of attorney, complains on Mr P’s behalf about action TSB Bank Plc trading as Whistletree has taken in respect of Mr P’s mortgage. What happened In 2003 Mr P took out a mortgage with another lender. The mor... (4 pages)View decision -
Decision Reference DRN-5223995
24 Mar 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5223995 The complaint Mr D complained that West Bay Insurance Plc trading as Zenith Insurance cancelled his motorcycle insurance policy. What happened Mr D took out a policy with West Bay in 2024 via an online insurance market comparison site. But when Mr D sent in his motorbike’s ... (3 pages)View decision
