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-5598920
26 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5598920 The complaint Mr E complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) irresponsibly entered into a car finance agreement with him because it didn’t carry out reasonable and proportionate checks to ensure he could afford the repayments. What happ... (4 pages)View decision -
Decision Reference DRN-5839974
26 Sep 2025 ITC Compliance Limited Not upheldInsuranceDRN-5839974 The complaint Miss S complains that Itc Compliance Limited (“Itc”) mis-sold her a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, she says the policy didn’t offer fair value and they didn’t disclose to her they would be earning commission. Miss S’s comp... (6 pages)View decision -
Decision Reference DRN-5716225
26 Sep 2025 BISL Limited Not upheldInsuranceDRN-5716225 The complaint Mr S complains that BISL Limited trading as Dial Direct (‘BISL’), an insurance intermediary he used to purchase his motor insurance, failed to cancel a direct debit payment after he cancelled his policy. He said this meant a payment was taken from his account w... (4 pages)View decision -
Decision Reference DRN-5610149
26 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5610149 The complaint Mrs H complains about Liverpool Victoria Insurance Company Limited (LV) and the basis they decided to settle her insurance claim. What happened Mrs H has a motor insurance policy, underwritten by LV. Unfortunately, in September 2024, her car was involved in a... (3 pages)View decision -
Decision Reference DRN-5648120
26 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5648120 The complaint Mr F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the money he lost as a result of a scam. Mr F is represented by a third-party claims firm, but I will refer to Mr F here. What happened The detailed background to th... (3 pages)View decision -
Decision Reference DRN-5799764
26 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5799764 The complaint Mr C is unhappy that American Express Services Europe Limited (“AmEx”) couldn’t link his credit card to his Avios points account for several months, and with the service he received surrounding this. What happened Mr C wanted to link his AmEx credit card to his... (3 pages)View decision -
Decision Reference DRN-5740806
26 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5740806 The complaint Mr S has complained about Aviva Insurance Limited’s handling of his claim under his home insurance policy. What happened The details of what happened are well known to both parties, so I will just summarise them here. • Mr S has a home insurance policy with Avi... (3 pages)View decision -
Decision Reference DRN-5844742
26 Sep 2025 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5844742 The complaint Dr K complains that because of the inaction of Hargreaves Lansdown Asset Management Limited (‘HL’), he’s been unable to liquidate one of the holdings within his investment. What happened In October 2019, Dr K purchased 110 Hamborner REIT AG shares within his H... (5 pages)View decision -
Decision Reference DRN-5820669
26 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5820669 The complaint Mr W complains that he hasn’t been paid out for a claim on his car insurance policy by AXA Insurance UK Plc. What happened In July 2013, Mr W took out a car insurance policy with AXA. In December 2013, Mr W’s car was damaged in a car park by a falling tree. Mr ... (2 pages)View decision -
Decision Reference DRN-5631565
26 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5631565 The complaint Mrs M complains that HSBC UK Bank Plc (‘HSBC’) has not reimbursed her after she says she fell victim to a property development scam. What happened In September 2022, Mrs M invested £50,000 in a company I will call ‘D’ who said it was investing in property devel... (5 pages)View decision
