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 381196 results
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Decision Reference DRN-5603678
11 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5603678 The complaint Mrs T complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) decided liability for a collision when she notified it of an incident under her motor insurance policy, and the service it gave her. What happened Mrs T had a motor insurance policy wit... (4 pages)View decision -
Decision Reference DRN-5811422
11 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5811422 The complaint Mr P makes a number of complaints about TSB Bank plc about problems using his account card. What happened Mr P says he was unable to use his TSB account card due to problem with the Address Verification System (AVS). In summary he says he was unable to make pay... (2 pages)View decision -
Decision Reference DRN-5607950
11 Sep 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5607950 The complaint Mr W and Miss L are unhappy with the settlement Accredited Insurance (Europe) Limited (“AIL”) offered to settle their contents claim. Mr W and Miss L jointly held buildings and contents insurance underwritten by AIL. For ease of reading, I’ll refer mainly to Mr... (3 pages)View decision -
Decision Reference DRN-5799261
11 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5799261 The complaint Ms W complains that PayPal UK Ltd won’t refund the full amount of money she lost to a scam. What happened Ms W made several payments to what she thought was a celebrity meet and great. When Ms W realised she had been scammed, she logged a complaint with PayPal.... (3 pages)View decision -
Decision Reference DRN-5741507
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5741507 The complaint Mr H complains that HSBC UK Bank Plc cancelled his credit card without any notice. What happened In August 2024, Mr H complained to HSBC as he’d received a replacement credit card in the post that was of a different account type to the card he presently held. M... (3 pages)View decision -
Decision Reference DRN-5803674
11 Sep 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5803674 The complaint Mr and Mrs K complain that The Prudential Assurance Company Limited caused a delay and provided poor service when they requested withdrawals from two of their investment bonds. They needed the money for a house purchase, so they say the delay and poor service c... (3 pages)View decision -
Decision Reference DRN-5760893
11 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5760893 The complaint Mr K complained about the actions taken by TSB Bank plc when it blocked a payment he wanted to make. What happened In June 2025, Mr K tried to transfer an amount from his account to a third-party. TSB flagged the payment for further security checks and meanwhi... (3 pages)View decision -
Decision Reference DRN-5605585
11 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5605585 The complaint Mr J is unhappy Monzo Bank Ltd will not refund the money he lost as the result of an APP (authorised push payment) scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Mr J fell victim to a j... (4 pages)View decision -
Decision Reference DRN-5251241
11 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5251241 The complaint Mr D complains about the way Mitsubishi HC Capital UK PLC trading as Novuna (‘Novuna’), handled his claim for a refund. What happened In January 2024, Mr D took out a fixed term loan agreement with Novuna of just over £4,000 to fund the cost of the supply and i... (2 pages)View decision -
Decision Reference DRN-5703918
11 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5703918 The complaint Mrs A has complained about her experience with Aviva Life & Pensions UK Limited (Aviva) when she requested a payment from her pension. Mrs A is unhappy with the time it took to process the transaction, the level of communication she received whilst this was... (12 pages)View decision
