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 367300 results
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Decision Reference DRN-5481664
14 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5481664 The complaint A company, which I’ll refer to as G, complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘AMEX’) hasn’t reimbursed the money it lost to a scam. Mr P, who is a director of G, brings the complaint on G’s behalf. What happened Mr P says that he made three pay... (2 pages)View decision -
Decision Reference DRN-4929568
14 Apr 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4929568 The complaint Mrs R complains, through her representative Mr R, about Zurich Assurance Ltd. She’s unhappy with how they’ve administered a reviewable whole of life (RWOL) policy she holds with them. What happened Mrs R took out the RWOL policy in 1984. It initially had a sum ... (7 pages)View decision -
Decision Reference DRN-5482176
14 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5482176 The complaint Mrs C has complained about the way her mobile phone insurer, Aviva Insurance Limited (‘Aviva’), dealt with a claim she made on her policy after her phone was stolen. Aviva is the underwriter of this policy i.e., the insurer. During the claim Mrs C also dealt w... (3 pages)View decision -
Decision Reference DRN-5483106
14 Apr 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5483106 The complaint Mr J complains about Royal & Sun Alliance Insurance Limited’s (‘RSA’) handling of his contents insurance claim. References to RSA include its agents. What happened Mr J’s home suffered a fire in June 2024 causing fire and smoke damage inside the property ... (4 pages)View decision -
Decision Reference DRN-5114335
14 Apr 2025 Madison CF UK Limited UpheldBanking and PaymentsDRN-5114335 The complaint Mr D complains Madison CF UK Limited trading as 118 118 Money (“118”) lent to him irresponsibly and sent him malicious communications. What happened In January 2024 Mr D was given a credit card by 118 with a limit of £500. Then in April 2024 he was given a loa... (3 pages)View decision -
Decision Reference DRN-5162688
14 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5162688 The complaint C complains that HSBC UK Bank Plc did not reimburse the money it lost to a scam. What happened C’s director, Mr H, saw an individual boarding up a property near Mr H’s home. He had concerns that the land was going to be turned into a commercial lot with restaur... (3 pages)View decision -
Decision Reference DRN-4962588
14 Apr 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-4962588 The complaint Ms B and Mr M are unhappy that a car supplied to them under a hire purchase agreement with MI Vehicle Finance Limited (‘MIVF’) was of an unsatisfactory quality. The complaint has been brought jointly however the correspondence on file has been provided by Mr M,... (4 pages)View decision -
Decision Reference DRN-5476494
14 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5476494 The complaint Mrs S complains that Barclays Bank UK PLC, trading as Barclaycard, rejected her credit application and didn’t explain why. What happened Mrs S applied for a credit card with Barclaycard. They declined her application because they deemed it unaffordable for her.... (2 pages)View decision -
Decision Reference DRN-5482261
14 Apr 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5482261 The complaint A company, which I’ll refer to as I, complains that ClearBank Limited won’t refund payments it considers to be part of a scam. Mr H, who is a director of I, brings the complaint on I’s behalf. ClearBank partner with Tide to provide I’s account. While Clear Ba... (2 pages)View decision -
Decision Reference DRN-4484258
14 Apr 2025 Standard Life Savings Limited Not upheldInvestmentsDRN-4484258 The complaint Mr B complains that Standard Life Savings Limited (‘Standard Life’) has behaved unfairly in relation to the administration of the investment account held by his late mother, Mrs B. What happened Though the timeline is well-known, to assist both parties I will ... (9 pages)View decision
