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 368546 results
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Decision Reference DRN-5616795
19 Jun 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5616795 The complaint Mr B has complained Highway Insurance Company Limited unfairly declined a storm damage claim under a buildings insurance policy. What happened The details of this complaint are known to the parties, so I won’t repeat them here. Instead, I will focus on the reas... (2 pages)View decision -
Decision Reference DRN-5570455
19 Jun 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5570455 The complaint Mr O complains about advice he was given by First Central Underwriting Limited (‘First Central’) when he made a claim on his car insurance policy. What happened In July 2024, Mr O contacted First Central to make a claim on his car insurance policy after his ca... (3 pages)View decision -
Decision Reference DRN-5293431
19 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5293431 The complaint Mr K complains that HSBC UK Bank Plc (HSBC) won’t reimburse him for payments he made to a scam. Mr K’s complaint is brought by a professional representative but for ease I will refer only to Mr K in this decision. What happened The detailed background to this c... (4 pages)View decision -
Decision Reference DRN-5606976
19 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5606976 The complaint Mr P is complaining that Revolut Ltd didn’t do enough to prevent him from falling victim to an investment scam. The complaint is brought on his behalf by a professional representative. What happened The circumstances of the complaint are known to both parties, ... (4 pages)View decision -
Decision Reference DRN-5541087
19 Jun 2025 Countrywide Assured Plc Not upheldInsuranceDRN-5541087 The complaint Mrs M complains Countrywide Assured Plc hasn’t followed her instruction with regards to amending the beneficiary on her life policy. She also disputes the type of cover that it says her policy provides. What happened In May 2007, Mrs M took out a life cover po... (3 pages)View decision -
Decision Reference DRN-5631288
19 Jun 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5631288 The complaint Miss F has complained that she is unhappy with the quality of a car she acquired in May 2021, using a hire purchase agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (“BMWFS”). Miss F also feels that the car was not suita... (5 pages)View decision -
Decision Reference DRN-5579371
18 Jun 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5579371 The complaint Mr J complains about Watford Insurance Company Europe Limited (“Watford”) regarding repairs it carried out as part of a claim for storm damage. What happened Mr J insured his home with Watford. In November 2022, Mr J’s home was damaged during a storm. He submit... (3 pages)View decision -
Decision Reference DRN-5634295
18 Jun 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5634295 The complaint Mr H complains about Assurant General Insurance Limited (“Assurant”) for the way it conducted his claim for repair to his phone. He wants Assurant to arrange for a repair or replacement of his phone so that it is constituted of fully genuine parts. What happene... (4 pages)View decision -
Decision Reference DRN-5575061
18 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5575061 THE COMPLAINT Ms O holds/held an account with Lloyds Bank PLC (“Lloyds”). Ms O’s complaint is about Lloyds’s refusal to reimburse her money she says she lost due to a scam. Ms O is represented by Refundee Limited in this matter. However, where appropriate, I will refer to ... (7 pages)View decision -
Decision Reference DRN-5520031
18 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5520031 The complaint Mr W complains that Oodle Financial Services Limited trading as Oodle Car Finance lent to him irresponsibly. What happened In August 2019 Mr W was supplied with a car and entered into a hire purchase agreement with Oodle. The cash price of the car was £20,440. ... (3 pages)View decision
