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 370149 results
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Decision Reference DRN-5548643
9 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5548643 The complaint Mr K and Mrs B complain that Aviva Insurance Limited (‘Aviva’) cancelled their car insurance policy due to it thinking a misrepresentation had been made as to who the main driver of the car was. What happened Mr K took out a car insurance policy online provide... (5 pages)View decision -
Decision Reference DRN-5518931
9 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5518931 The complaint Mr P complains that HSBC UK Bank Plc (‘HSBC’) provided misleading information on its webpage about how to open a savings account. To put things right, he wants HSBC to redress financial loss due to loss of interest and pay compensation to reflect the resulting... (3 pages)View decision -
Decision Reference DRN-5548036
9 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5548036 The complaint Mr H complains that Aviva Insurance Limited (“Aviva”) recorded a non-fault accident as a claim, when no claim had been made, under his motor insurance policy. What happened Mr H took a new policy with Aviva. It sent him an email saying he’d processed another ... (5 pages)View decision -
Decision Reference DRN-5482387
9 May 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5482387 The complaint Mr C complains about how AXA Insurance UK Plc settled a claim he made on his commercial property insurance property. Reference to AXA includes its agents. What happened Mr C holds a commercial property insurance policy with AXA. He complains that AXA haven’t pa... (2 pages)View decision -
Decision Reference DRN-4790842
9 May 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-4790842 The complaint Mrs C complains about a motor hire agreement she had with Ald Automotive Limited trading as Kia Contract Hire (KCH). Mrs C is unhappy that after obtaining an initial early termination quote from KCH the quote increased substantially by the time the agreement ac... (3 pages)View decision -
Decision Reference DRN-5035033
9 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5035033 The complaint Ms C complains that Santander UK Plc didn’t do enough to protect her when she made payments to a property investment opportunity that she now considers was a scam. What happened Ms C made five payments from her Santander account towards a property development i... (3 pages)View decision -
Decision Reference DRN-5480861
9 May 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5480861 The complaint Mr C complains about Advantage Insurance Company Limited’s (“Advantage”) valuation of his car following a claim under his car insurance policy. What happened Mr C says, following an accident, his car was written-off. Mr C wasn’t happy with the settlement being... (2 pages)View decision -
Decision Reference DRN-5541596
9 May 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5541596 The complaint Mr and Mrs R complain about how HDI Global Specialty SE Ltd handled a claim they made on their home insurance policy for damage caused by subsidence. Reference to HDI includes its agents. What happened Mr and Mrs R held an insurance policy with HDI. When their ... (2 pages)View decision -
Decision Reference DRN-5460790
9 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5460790 The complaint X and Mrs Y’s complaint is about a claim X made on their Aviva Insurance Limited (‘Aviva’) legal expenses insurance policy. X says Aviva treated him unfairly. In this decision all references to Aviva include their claims handlers. What happened X made a claim o... (3 pages)View decision -
Decision Reference DRN-5433773
9 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5433773 The complaint A company, which I will refer to as Q, complains that Barclays Bank UK Plc unreasonably delayed executing a Deed of Priority (DoP). Q’s representatives say that Barclays’ delay meant that Q had to pay significant extra costs. What happened In summer 2022, Q ha... (9 pages)View decision
