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 374385 results
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Decision Reference DRN-5678958
8 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5678958 The complaint Mrs S has complained about HSBC UK Bank Plc lending to her and not refunding the money she lost in a scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In mid-2024, Mrs S fell victim to a cryptocurrency invest... (5 pages)View decision -
Decision Reference DRN-5499031
8 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5499031 The complaint Mr B complains that Clydesdale Bank Plc (trading as Virgin Money) has recorded a default date that is much later than it should be. What happened Mr B says he got into financial difficulties towards the end of 2021 and had to enter into a debt management plan ... (2 pages)View decision -
Decision Reference DRN-5678038
8 Jul 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5678038 The complaint Ms T complains about a car supplied under a hire purchase agreement, provided by Advantage Finance Ltd. What happened Around June 2024 Ms T acquired a used car under a hire purchase agreement with AFL. The car is listed with a cash price of £15,693 on the agre... (6 pages)View decision -
Decision Reference DRN-5676938
8 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5676938 The complaint Mr W complains that Scottish Widows Limited’s pension projection provided to his adviser on 16 July 2023 incorrectly quoted an annual management charge (AMC) of 1% when in fact he was paying a discounted amount. In addition, Scottish Widows took too long to pr... (5 pages)View decision -
Decision Reference DRN-5640222
8 Jul 2025 esure Insurance Limited Not upheldInsuranceDRN-5640222 The complaint Mr H is unhappy with the policy limit esure Insurance Limited (“esure”) applied when he claimed under his contents insurance for fire damage. When I refer to what Mr H said and what esure said, it should be taken to include things said on their behalf. What hap... (4 pages)View decision -
Decision Reference DRN-5379893
8 Jul 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5379893 The complaint Mr G complains that Legal and General Assurance Society Limited (“L&G”) failed to complete the partial transfer of his pension savings in a timely manner. What happened Mr G held pension investments with L&G in a self-invested personal pension (“SIPP”).... (3 pages)View decision -
Decision Reference DRN-5677606
8 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5677606 The complaint Mr W has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it has dealt with a claim under his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows... (2 pages)View decision -
Decision Reference DRN-5574059
8 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5574059 The complaint Mr M complains that Capital One (Europe) plc hasn’t updated the credit reference agencies to show that his account is closed. What happened In 2021, Mr M says he asked for his Capital One credit card account to be closed. He said there was a credit balance on ... (2 pages)View decision -
Decision Reference DRN-5537941
8 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5537941 The complaint Mrs G complains that American Express Services Europe Limited will not refund the balance paid with her credit card after a flight was cancelled. In addition, Amex will not meet the additional cost of re-booking. What happened Mrs G’s husband booked flights for... (3 pages)View decision -
Decision Reference DRN-5678074
8 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5678074 The complaint Mrs T complains that AXA Insurance UK Plc has caused delays with a claim on her home contents insurance and failed to settle the claim fairly. Where I refer to AXA, this includes its agents and claims handlers acting on its behalf. What happened Mrs T made a cl... (2 pages)View decision
