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 381196 results
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Decision Reference DRN-5620618
29 Sep 2025 UBS AG Not upheldInvestmentsDRN-5620618 The complaint Mr and Mrs T have complained that they weren’t advised by UBS AG (‘UBS’) to utilise their annual ISA allowances. They have lost the tax benefits which they want putting right. What happened Mr and Mrs T had been clients of UBS since 2004. Over the years they h... (5 pages)View decision -
Decision Reference DRN-5846237
29 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5846237 The complaint Mr A is unhappy with the service provided by Advantage Insurance Company Limited (Advantage) following a claim made on his car insurance policy. Advantage is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructe... (4 pages)View decision -
Decision Reference DRN-5748406
29 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5748406 The complaint Ms F complains that The Co-operative Bank Plc (‘Co-op’) delayed telling her that bills of exchange weren’t an acceptable form of payment for her credit card accounts and didn’t return these to her. She also complains that Co-op didn’t provide a detailed respons... (3 pages)View decision -
Decision Reference DRN-5416526
29 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5416526 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct won’t reimburse him after he made a payment that he now considers to have been towards a scam. What happened Mr B has explained that he was looking to purchase new carpet for his home. He contacted se... (3 pages)View decision -
Decision Reference DRN-5778867
29 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5778867 The complaint Mr L is unhappy that AXA PPP Healthcare Limited trading as AXA Health (AXA) declined his private medical insurance claim. What happened Mr L has a private medical insurance policy through his employer, which started in July 2024. AXA is the underwriter of the p... (3 pages)View decision -
Decision Reference DRN-5393898
29 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5393898 The complaint Ms B complains that Santander UK Plc won’t refund money the money she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. ... (2 pages)View decision -
Decision Reference DRN-5834377
29 Sep 2025 SNAP FINANCE LIMITED UpheldConsumer CreditDRN-5834377 The complaint Mr P complains about the return of some car parts he acquired using a fixed sum loan agreement with SNAP FINANCE LIMITED (SFL). When I refer to what Mr P and SFL have said or did, it should also be taken to include things said or done on their behalf. What ha... (3 pages)View decision -
Decision Reference DRN-5818781
29 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5818781 The complaint Miss H complains National Westminster Bank Plc (NatWest) failed to properly check whether she could afford the repayments before they lent to her. Miss H in bringing her complaint is represented by a third party. For ease of reading I will only refer to Miss H ... (4 pages)View decision -
Decision Reference DRN-5315557
29 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5315557 The complaint Mr O complains Revolut Ltd (“Revolut”) hasn’t refunded funds he says he 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. Mr O said he saw a video and discus... (4 pages)View decision -
Decision Reference DRN-5846053
29 Sep 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5846053 The complaint Mr C, a sole trader, complains about the assistance provided by Accelerant Insurance Europe SA/NV UK Branch in relation to his commercial motor insurance policy. What happened The following is only intended as a summary of the events leading to this complaint. ... (4 pages)View decision
