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-5830653
24 Sep 2025 ReAssure Limited UpheldInsuranceDRN-5830653 The complaint Mr and Mrs G complain, through their representative Mrs A, about a reviewable whole of life (RWOL) policy they hold with ReAssure Limited. They’re unhappy with the outcome of a policy review in 2023 which meant they had to make significant changes to the premi... (3 pages)View decision -
Decision Reference DRN-5793329
24 Sep 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5793329 The complaint Mr W has complained about the quality of a car provided on finance by Blue Motor Finance Ltd (“BMF”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. BMF supplied Mr W with a used car on a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-5778565
24 Sep 2025 Arval UK Limited UpheldConsumer CreditDRN-5778565 The complaint Mr M complains that Arval UK Limited failed to collect his vehicle on four separate occasions when his lease agreement ended. What happened Mr M complains that Arval failed to collect his vehicle on four occasions. Mr M arranged a collection for 14 April 2025, ... (2 pages)View decision -
Decision Reference DRN-5710712
24 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5710712 The complaint Mr N complains about AXA Insurance Plc’s handling of his buildings insurance claim. All references to AXA also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore include a full timeline or list ... (2 pages)View decision -
Decision Reference DRN-5383223
24 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5383223 The complaint Mr and Mrs A complain that HSBC UK Bank Plc (“HSBC”) won’t refund money they lost to an investment scam. Mr and Mrs A are being represented by a claims management company. What happened Between August 2021 and March 2022, Mr and Mrs A made eight card payments... (3 pages)View decision -
Decision Reference DRN-5695279
24 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5695279 The complaint Mr M complains about Revolut Ltd (“Revolut”) for using his investment funds to pay for transactions. He wants Revolut to reinstate the investment which it spent. What happened Mr M has a Revolut current account, alongside an account in which he holds various cr... (2 pages)View decision -
Decision Reference DRN-5795996
24 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5795996 The complaint Mr W complains about Liverpool Victoria Insurance Company Limited’s decision to settle a third party’s motor insurance claim. What happened In December 2024, Mr W was involved in a collision with a third party’s (TP) vehicle. He Mr W contacted his motor insure... (2 pages)View decision -
Decision Reference DRN-5574264
24 Sep 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5574264 The complaint Mr M has complained Cynergy Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name and wouldn’t pay him compensation after its removal. What happened In August 2024 Mr M applied for a personal account online with Cynergy. The ... (2 pages)View decision -
Decision Reference DRN-5680426
24 Sep 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5680426 The complaint I, a limited company, has complained New Wave Capital Limited did nothing to protect them from being the victim of a scam. What happened Mr H is a director of I and is representing them in their complaint. I will refer to both interchangeably throughout my deci... (3 pages)View decision -
Decision Reference DRN-5713052
24 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5713052 The complaint Mr I has complained that TSB Bank plc (“TSB”) failed to provide all of the documents requested by him under a Data Subject Access Request (DSAR) in a timely manner. What happened Mr I submitted a DSAR to TSB late in December 2023. However, when TSB responded t... (2 pages)View decision
