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 369228 results
-
Decision Reference DRN-5421688
30 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5421688 The complaint Mr M complains Zopa Bank Ltd (‘Zopa’) irresponsibly lent to him. What happened Zopa provided Mr M with a single loan in September 2020. The loan was for £3,000 and was due to be repaid by 36 monthly payments of £111.44. The total amount to be repaid by the end... (4 pages)View decision -
Decision Reference DRN-5124418
30 Apr 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5124418 The complaint Mrs M complains that Zurich Assurance Limited (Zurich) then trading as Allied Dunbar misadvised her to take out a Free Standing Additional Voluntary Contribution pension plan (FSAVC), causing losses. She wants to be put back in the position she should have been... (7 pages)View decision -
Decision Reference DRN-5089061
30 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5089061 The complaint Ms D complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY handled her chargeback dispute. What happened In July 2024, Ms D paid two separate amounts to a travel agent who I’ll refer to as “B”. Ms D paid B a total of £500; the first transaction ... (3 pages)View decision -
Decision Reference DRN-5485700
30 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5485700 The complaint A company I’ll call M complains that HSBC UK Bank PLC blocked, then closed its account, before terminating its Bounce Back Loan (BBL) and offsetting the balance of the account against the BBL debt. M is represented by its director, Mr S. What happened In Octob... (3 pages)View decision -
Decision Reference DRN-5485748
30 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5485748 The complaint Mr S complains that HSBC UK Bank PLC blocked, then closed his accounts without explaining why. To put things right, Mr S wants HSBC to restore access to his accounts, and explain why it took the actions it did. What happened On 30 October 2024, HSBC blocked Mr... (2 pages)View decision -
Decision Reference DRN-5501025
30 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5501025 The complaint Mr N complains that Admiral Insurance (Gibraltar) Limited mishandled his motor insurance policy. What happened Mr N had a car that had first been registered in about 2019. Mr N acquired the car in July 2023 subject to a finance agreement. Mr N’s partner had a... (6 pages)View decision -
Decision Reference DRN-5493797
30 Apr 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5493797 The complaint Mr S complained to Tesco Underwriting Limited (Tesco) about the terms of the cover he added to his home contents policy. What happened Mr S had a home contents policy with Tesco. He added family legal cover and bicycle cover to the policy. He complained to Tes... (2 pages)View decision -
Decision Reference DRN-5470361
30 Apr 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5470361 The complaint Mrs B complains Casualty & General Insurance Company (Europe) Ltd turned down a claim she made on her pet insurance policy. What happened Mrs B has pet insurance for her dog (C) which covered vet fees up to an annual limit of £8,000. From April 2023 C has r... (4 pages)View decision -
Decision Reference DRN-5015124
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5015124 The complaint Mr D complains that Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr D came across a company I’ll call ‘H’ via an individual he worked with. He understood it was an investment opportunity relating to cry... (3 pages)View decision -
Decision Reference DRN-5015125
30 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5015125 The complaint Mr D complains that Revolut Ltd didn’t do enough to protect him when he says he fell victim to an investment scam. What happened Mr D came across a company I’ll call ‘H’ via an individual he worked with. He understood it was an investment opportunity relating t... (2 pages)View decision
