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 366874 results
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Decision Reference DRN-5446591
10 Apr 2025 SCOR UK Company Ltd Not upheldInsuranceDRN-5446591 The complaint Ms V complains SCOR UK Company Ltd (“SCOR”) has unfairly declined her claim on her homebuyer’s protection policy. She’s also unhappy with the time it took to decide her claim. All references to SCOR include its agents. What happened Ms V put in an offer to buy ... (3 pages)View decision -
Decision Reference DRN-5329702
10 Apr 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5329702 The complaint Mr R complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) acted irresponsibly by lending to him. What happened In late May 2022 Mr R acquired a car when he entered into a hire purchase agreement with Oodle. The cash price of the ... (4 pages)View decision -
Decision Reference DRN-5018613
10 Apr 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5018613 The complaint Ms A is unhappy that J.P. Morgan Europe Limited trading as Chase (“Chase”) didn’t refund her after she told it she’d fallen victim to a scam. What happened In August 2023 Ms A made a card payment of £8,000 from her Chase account to a third party. Ms A says thi... (2 pages)View decision -
Decision Reference DRN-5384515
10 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5384515 The complaint Miss K is complaining about the way AXA Insurance UK Plc has handled a claim she made on her car insurance policy after she was involved in an accident; particularly in that it didn’t inspect her car like it promised. What happened In November 2023 Miss K was i... (4 pages)View decision -
Decision Reference DRN-5472922
10 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5472922 The complaint Miss S complains Revolut Ltd won’t refund the money she lost to a scam. What happened I issued my provisional decision on this complaint on 26 March 2025. I wanted to give both sides a chance to provide any further evidence and arguments before I issued my fin... (6 pages)View decision -
Decision Reference DRN-5256076
10 Apr 2025 Protection and Investment Ltd Not upheldPensions and AnnuitiesDRN-5256076 The complaint Mrs M complains that Protection and Investment Ltd (PIL) provided unsuitable advice and poor service for her ISA (Individual Savings Account) and pension causing her financial loss. What happened Mrs M is represented by her husband, Mr M, in bringing the compl... (8 pages)View decision -
Decision Reference DRN-5256037
10 Apr 2025 Protection and Investment Ltd Not upheldPensions and AnnuitiesDRN-5256037 The complaint Mr M complains that Protection and Investment Ltd (PIL) provided unsuitable advice and poor service for his ISA (Individual Savings Account) and pension causing him financial loss. What happened Mr M had been a client of PIL since 2007. He had an ISA and a per... (9 pages)View decision -
Decision Reference DRN-5430438
10 Apr 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5430438 The complaint Mrs J complains that HSBC UK Bank Plc declined her loan application. What happened On 19 December 2024 Mrs J applied for a HSBC Personal Loan for £50,000. The purpose of the loan was to replace a roof on one of Mrs J’s rental properties. HSBC assessed the loan ... (3 pages)View decision -
Decision Reference DRN-5457490
10 Apr 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5457490 The complaint Mr P complains about how AXA PPP Healthcare Limited handled a claim under his private health insurance policy. What happened Mr P holds a private health insurance policy through his employer. The insurer is AXA. AXA received a referral for Mr P to see a psych... (2 pages)View decision -
Decision Reference DRN-4974897
10 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4974897 The complaint Miss H is unhappy that HSBC UK Bank Plc (‘HSBC’) has decided not to refund the money she lost, to what she believed was an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties. So, I won’t repeat e... (4 pages)View decision
