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
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Decision Reference DRN-5595828
26 Jun 2025 First Central Underwriting Limited UpheldInsuranceDRN-5595828 The complaint Mrs F complains at how First Central Underwriting Limited settled a claim she made on her motor insurance policy. What happened Mrs F held a motor insurance policy with First Central. After her car was damaged by fire, she made a claim to First Central for the ... (3 pages)View decision -
Decision Reference DRN-5649027
26 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5649027 The complaint Miss H complains Santander UK Plc (‘Santander’) won’t reimburse over £13,000 that was lost when she fell victim to a cryptocurrency investment scam. What happened In early 2022, Miss H came across an advertisement online that caught her eye and was immediately... (5 pages)View decision -
Decision Reference DRN-5646232
26 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5646232 The complaint Mr I complains through a representative that Oodle Financial Services Limited (“Oodle”) gave him a hire purchase agreement without carrying out sufficient affordability checks. Mr I has also said the relationship was unfair. What happened In July 2019, Oodle p... (3 pages)View decision -
Decision Reference DRN-5627725
26 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5627725 The complaint Mr S has complained that Liverpool Victoria Insurance Company Limited (LV) unfairly declined a claim under his home insurance policy for storm damage. What happened On 24 January 2025 Mr S made a claim to LV for storm damage to the flat roof of his kitchen. He... (3 pages)View decision -
Decision Reference DRN-5360581
26 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5360581 The complaint F complains that Starling Bank Limited has declined to reimburse the funds that have been lost to a scam from its account. Mr S is a director of F and brings the complaint on F’s behalf. F is represented by a claims management company which I’ll refer to as ‘M’... (3 pages)View decision -
Decision Reference DRN-5479518
26 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5479518 The complaint Mr F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr F applied for an Aqua credit card in March 2017. In his application, Mr F said he was earning ... (3 pages)View decision -
Decision Reference DRN-5645432
26 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5645432 The complaint Mr and Mrs S have buildings and contents insurance with Liverpool Victoria Insurance Company Limited (“LV”). They’ve complained because their premium increased due to a claim being lodged and because of the settlement offered for the claim. What happened Mr an... (4 pages)View decision -
Decision Reference DRN-5606613
26 Jun 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5606613 The complaint Mr S complains about the delay by National Savings and Investments (“NS&I”) in crediting his account with premium bond prizes following the monthly draw. He believes the 7 working day delay between notification and payment is unreasonable and treating custo... (3 pages)View decision -
Decision Reference DRN-5391536
26 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5391536 The complaint Mr and Mrs S complain that HSBC UK Bank Plc (“HSBC”) lost a safe deposit box, containing jewellery. What happened Mr and Mrs S took out a safe custody box in July 1981 with Midland Bank. HSBC is responsible for this matter now. In 2017 Mr and Mrs S tried to col... (3 pages)View decision -
Decision Reference DRN-5483680
26 Jun 2025 PDL Finance Limited Not upheldConsumer CreditDRN-5483680 The complaint Miss S complains that PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave her loans without carrying out enough affordability checks. What happened A summary of Miss S’s borrowing can be found below. loan number loan amount agreement date repayment da... (4 pages)View decision
