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 365360 results
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Decision Reference DRN-5441604
31 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5441604 The complaint Mr H is complaining about TSB Bank Plc’s (TSB) response to his complaint about interest charged on his outstanding credit card balance. What happened In March 2024, TSB let Mr H know that it was going to close his bank accounts. Mr H was unhappy with this and ... (3 pages)View decision -
Decision Reference DRN-5426825
31 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5426825 The complaint Mr A is unhappy that Bank of Scotland plc (trading as Halifax) won’t refund transactions made to three investment firms – I’ll refer to as ‘B’, ‘E’ and ‘AT’. What happened Mr A made transactions to investment companies specialising in Contracts for Differences ... (3 pages)View decision -
Decision Reference DRN-5373632
31 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5373632 The complaint Mr G complains that Shop Direct Finance Company Limited trading as very (SDFCL) was irresponsible in its lending to him. He wants all interest and charges paid on his account refunded along with statutory interest. Mr G is represented by a third party but for e... (4 pages)View decision -
Decision Reference DRN-5363879
31 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5363879 The complaint Mr D, trading as a business I will refer to as G, complains about the decision of Aviva Insurance Limited not to add his son, who I will refer to as Mr R, to his commercial motor insurance policy. What happened The parties are aware of the circumstances leading... (3 pages)View decision -
Decision Reference DRN-5366277
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5366277 The complaint Mr B complains that Revolut Ltd has declined to reimburse payments he made as part of a scam. What happened The facts are well-known to both parties and aren’t in dispute, so I’ll summarise them briefly. Mr B was contacted by a scammer who persuaded him that th... (3 pages)View decision -
Decision Reference DRN-5347219
31 Mar 2025 Chubb European Group SE UpheldInsuranceDRN-5347219 The complaint A limited company, which I will refer to as P, complains about the handling and settlement of its commercial insurance claim by Chubb European Group SE. What happened Both parties are aware of the circumstances leading to this point, so the following is intende... (5 pages)View decision -
Decision Reference DRN-5369193
31 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5369193 The complaint Miss M complains about how Advantage Insurance Company Limited (“Advantage”) handled a claim under her motor insurance policy. When I mention Advantage I also mean its approved repairers and suppliers What happened Miss M had a motor insurance policy with Advan... (3 pages)View decision -
Decision Reference DRN-4963395
31 Mar 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-4963395 The complaint A limited company, which I will refer to as T, complains about the handling by Hiscox Insurance Company Limited of its business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended only as a brief summ... (7 pages)View decision -
Decision Reference DRN-5404709
31 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5404709 The complaint Mr H and Mrs W’s complaint is about the rejection of a claim under the legal expenses section of their household insurance policy with Aviva Insurance Limited. Mr H has been the main correspondent on the complaint, so I will refer to him throughout. Aviva is th... (5 pages)View decision -
Decision Reference DRN-5294125
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5294125 The complaint Mr D complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision
