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-5422647
30 Apr 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5422647 The complaint Mr D complains that Marshmallow Insurance Limited (“Marshmallow”) offered too little to settle his claim following the theft of his car, withdrew a hire vehicle too early, and didn’t cover items within his car, under his motor insurance policy. What happened Mr... (4 pages)View decision -
Decision Reference DRN-5458353
30 Apr 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5458353 The complaint Mr P complains about a car acquired through a Hire Purchase agreement with Marsh Finance & Commercial Limited (‘Marsh’). Mr P has had problems with the car and said all these problems occurred within the first six months and he now wanted to reject the car.... (8 pages)View decision -
Decision Reference DRN-5483272
30 Apr 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5483272 The complaint Mrs B has complained that Royal & Sun Alliance Insurance Limited (“RSA”) declined a claim she made on her pet insurance policy. Reference to RSA includes its representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the main po... (4 pages)View decision -
Decision Reference DRN-5421688
30 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5421688 The complaint Mr M complains Zopa Bank Ltd (‘Zopa’) irresponsibly lent to him. What happened Zopa provided Mr M with a single loan in September 2020. The loan was for £3,000 and was due to be repaid by 36 monthly payments of £111.44. The total amount to be repaid by the end... (4 pages)View decision -
Decision Reference DRN-5124418
30 Apr 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5124418 The complaint Mrs M complains that Zurich Assurance Limited (Zurich) then trading as Allied Dunbar misadvised her to take out a Free Standing Additional Voluntary Contribution pension plan (FSAVC), causing losses. She wants to be put back in the position she should have been... (7 pages)View decision -
Decision Reference DRN-5089061
30 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5089061 The complaint Ms D complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY handled her chargeback dispute. What happened In July 2024, Ms D paid two separate amounts to a travel agent who I’ll refer to as “B”. Ms D paid B a total of £500; the first transaction ... (3 pages)View decision -
Decision Reference DRN-5485700
30 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5485700 The complaint A company I’ll call M complains that HSBC UK Bank PLC blocked, then closed its account, before terminating its Bounce Back Loan (BBL) and offsetting the balance of the account against the BBL debt. M is represented by its director, Mr S. What happened In Octob... (3 pages)View decision -
Decision Reference DRN-5485748
30 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5485748 The complaint Mr S complains that HSBC UK Bank PLC blocked, then closed his accounts without explaining why. To put things right, Mr S wants HSBC to restore access to his accounts, and explain why it took the actions it did. What happened On 30 October 2024, HSBC blocked Mr... (2 pages)View decision -
Decision Reference DRN-5501025
30 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5501025 The complaint Mr N complains that Admiral Insurance (Gibraltar) Limited mishandled his motor insurance policy. What happened Mr N had a car that had first been registered in about 2019. Mr N acquired the car in July 2023 subject to a finance agreement. Mr N’s partner had a... (6 pages)View decision -
Decision Reference DRN-5493797
30 Apr 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5493797 The complaint Mr S complained to Tesco Underwriting Limited (Tesco) about the terms of the cover he added to his home contents policy. What happened Mr S had a home contents policy with Tesco. He added family legal cover and bicycle cover to the policy. He complained to Tes... (2 pages)View decision
