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 366873 results
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Decision Reference DRN-5460310
7 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5460310 The complaint Mr E complains that Santander UK Plc will not lift the restrictions it has applied to his accounts. Background I recently issued my provisional conclusions setting out the events leading up to this complaint. I’ve reproduced my provisional findings below, which... (6 pages)View decision -
Decision Reference DRN-5446640
7 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5446640 The complaint Mr L is unhappy that a car supplied to him under a Personal Contract Purchase (“PCP”) agreement with BMW Financial Services (GB) Limited trading as BMW Financial Services (“BFS”) was of an unsatisfactory quality. When I refer to what Mr L has said and what BFS... (5 pages)View decision -
Decision Reference DRN-5464455
7 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5464455 The complaint Mrs M complains about how AXA Insurance UK Plc (“AXA”) dealt with a claim she made on her home insurance policy. What happened Mrs M had a home insurance policy with AXA. In January 2022 Mrs M reported an escape of water. Given the rather complex backgrou... (5 pages)View decision -
Decision Reference DRN-5463168
7 Apr 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5463168 The complaint Mrs E and Mr S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What ... (14 pages)View decision -
Decision Reference DRN-5364053
7 Apr 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5364053 The complaint Mr A complains that Haven Insurance Company Limited (“Haven”) mishandled a claim on his commercial vehicle insurance policy. What happened The subject matter of the insurance was a sports utility vehicle, first registered in 2018. In early 2020, Mr A acquired... (4 pages)View decision -
Decision Reference DRN-5440762
7 Apr 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5440762 The complaint Mr B has complained that First Central Underwriting Limited trading as Skyfire didn’t send him the refund of premium for his motor policy when it cancelled his policy. What happened Mr B bought a policy with First Central online on 6 February 2024. He paid his... (3 pages)View decision -
Decision Reference DRN-5447758
7 Apr 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5447758 The complaint Mrs Y complained about how Healthcare Finance Limited (HFL) responded to a claim to refund the cost of completing her son’s dental treatment after the supplier ceased trading. What happened Mrs Y entered into a fixed sum loan for around £1,900 which was used t... (3 pages)View decision -
Decision Reference DRN-5388110
7 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5388110 The complaint Mr N complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr N is being represented by a claims management company in this complaint. What happened Mr N says he fell victim to a scam after he sent several payments t... (3 pages)View decision -
Decision Reference DRN-5336939
7 Apr 2025 Hiscox Underwriting Limited Not upheldInsuranceDRN-5336939 The complaint Mr M complains that Hiscox Underwriting Limited unfairly accused him of fraud after he made a claim on a bicycle insurance policy. Mr M’s policy was sold via an insurance intermediary, however Hiscox is the policy underwriter so his complaint is against Hiscox.... (4 pages)View decision -
Decision Reference DRN-5451021
7 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5451021 The complaint Mr H complains about actions taken by Lloyds Bank PLC (‘Lloyds’) and poor service in connection with a declined payment after it blocked a transaction pending fraud checks. What happened Using his Lloyds debit card, Mr H attempted unsuccessfully to make a paym... (4 pages)View decision
