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 380824 results
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Decision Reference DRN-5637800
29 Sep 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5637800 The complaint Mr W is unhappy that Assurant General Insurance Limited haven’t agreed to repair his phone under warranty after it sustained further damage. What happened Mr W held mobile phone insurance with Assurant. In February 2025, his phone suffered water damage, so he ... (3 pages)View decision -
Decision Reference DRN-5848882
29 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5848882 The complaint Mr C complains that Starling Bank Limited (‘Starling’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr C says that he first met someone I’ll call M on a dating site in 2017. He spoke to her for a short period and then w... (3 pages)View decision -
Decision Reference DRN-5847859
29 Sep 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5847859 The complaint A limited company, which I will refer to as E, complains about the handling and decline of its commercial insurance claim by Accelerant Insurance Europe SA/NV UK Branch. What happened The following is intended only as an overview of the main events and evidence... (7 pages)View decision -
Decision Reference DRN-5828479
29 Sep 2025 Complex to Clear Group Limited Not upheldInsuranceDRN-5828479 The complaint Mr N complains that Complex to Clear Group Limited (trading as GoShorty) mis-sold him a specialist motor insurance policy. What happened In April 2025, Mr N’s car was impounded by the DVLA. He bought a specialist insurance policy through GoShorty to be able to ... (2 pages)View decision -
Decision Reference DRN-5682968
29 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5682968 The complaint Miss S is unhappy that a car supplied to her under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS) was mis sold. When I refer to what Miss S has said and what MBFS have said, it should also be taken to include things said on t... (4 pages)View decision -
Decision Reference DRN-5648212
29 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5648212 The complaint Mr P is unhappy that, following a chargeback claim, HSBC UK Bank PLC (“HSBC”) debited money from his account without properly communicating the outcome of the claim or giving him sufficient notice. What happened The parties are familiar with the background of t... (3 pages)View decision -
Decision Reference DRN-5847281
29 Sep 2025 Mayfair Capital Limited Not upheldPensions and AnnuitiesDRN-5847281 The complaint Mr C has complained about the advice and service provided by Mayfair. Mayfair were appointed to provide investment advice on a proportion of Mr C’s pension funds which were held within his Self-Invested Personal Pension (‘SIPP’). Mr C has stated that some of th... (5 pages)View decision -
Decision Reference DRN-5732414
29 Sep 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5732414 The complaint Miss R complains that Moneybarn No 1 Limited trading as Moneybarn gave her incorrect information regarding the amount required to settle her agreement. What happened Miss R was supplied with a car and entered into a finance agreement with Moneybarn. The vehicle... (2 pages)View decision -
Decision Reference DRN-5844865
29 Sep 2025 National House-Building Council UpheldInsuranceDRN-5844865 The complaint Mr and Mrs W complain National House-Building Council (“NHBC”) has unfairly declined a claim they made on their “Buildmark” warranty policy. All references to NHBC include its agents. What happened Mr and Mrs W’s Buildmark policy started in 2015 when they purch... (6 pages)View decision -
Decision Reference DRN-5845632
29 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5845632 The complaint Miss P complains PayPal UK Ltd trading as Xoom a PayPal Service (“Xoom”) hasn’t refunded funds she says she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. ... (2 pages)View decision
