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-5810893
26 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5810893 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) unfairly declined his motor vehicle theft claim. What happened The following is intended as a summary of key events only. Mr B held a motor insurance policy with Admiral. He raised a claim ... (3 pages)View decision -
Decision Reference DRN-5488335
26 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5488335 The complaint Mr H complains that Evergreen Finance London Limited trading as moneyboat.co.uk (“Evergreen”) irresponsibly lent him two loans. What happened In March 2024 Mr H applied for a loan with Evergreen. The application was accepted and he was given a loan for £250 to... (3 pages)View decision -
Decision Reference DRN-5765374
26 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5765374 The complaint Mr A complains that AWP P&C S.A. declined part of his claim against his travel insurance policy. Reference to AWP includes its agents. What happened In summary, Mr A had an annual travel insurance policy underwritten by AWP. He booked a trip which had conn... (3 pages)View decision -
Decision Reference DRN-5712451
26 Sep 2025 Ageas Insurance Limited UpheldInsuranceDRN-5712451 The complaint Mr B complains Ageas Insurance Limited (“Ageas”) unfairly declined his claim on his motor insurance policy. All references to Ageas include its agents. What happened Mr B took out a motor insurance policy around February 2024. In January 2025, Mr B made a claim... (3 pages)View decision -
Decision Reference DRN-5643318
26 Sep 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5643318 The complaint Mr L complains about the quality of a car that was supplied through a hire agreement with Ald Automotive Limited trading as Kia Contract Hire (ALD). What happened In September 2021, Mr L leased a new car through a hire agreement with ALD. He was due to make 48 ... (3 pages)View decision -
Decision Reference DRN-5617328
26 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5617328 Complaint Miss F is unhappy that National Westminster Bank Public Limited Company (“NatWest”) didn’t refund her after she reported being the victim of a scam. Background In January 2021, Miss F met an individual (referred to here as Mr K) through an online dating website. They ... (3 pages)View decision -
Decision Reference DRN-5704833
26 Sep 2025 Complete Cover Group Ltd Not upheldInsuranceDRN-5704833 The complaint Mr B’s representative complains on his behalf that Complete Cover Group Ltd (Complete Cover) didn’t make him aware of the requirement to have an active tracker subscription, or explain to him how to do this, when he purchased a motor insurance policy. Referenc... (3 pages)View decision -
Decision Reference DRN-5822923
26 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5822923 The complaint Mr H complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) registered a Cifas marker against him without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happe... (2 pages)View decision -
Decision Reference DRN-5345913
26 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5345913 Complaint Mr M is unhappy that HSBC UK Bank Plc didn’t reimburse him after he reported that he was victim of a scam. Background The background to this case is well known to both parties, so I will only summarise the key facts here. In March 2022, Mr M invested a significan... (6 pages)View decision -
Decision Reference DRN-5801506
26 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5801506 The complaint Mr D complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him when he fell victim to a scam and would like it to refund him the money he has lost. What happened Mr D was contacted via a professional social media site by individuals ... (4 pages)View decision
