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
-
Decision Reference DRN-5473662
10 Apr 2025 The Shepherds Friendly Society Limited Not upheldInsuranceDRN-5473662 The complaint Mr M complains that The Shepherds Friendly Society Limited declined a claim and cancelled his income protection policy. What happened Any reference to Mr M includes information provided by his representatives. Mr M held an income protection policy that was pr... (5 pages)View decision -
Decision Reference DRN-5045553
10 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5045553 The complaint Mr L complains that the car he acquired through BMW Financial Services(GB) Limited (“BMW”) wasn’t of satisfactory quality. He wants BMW to reimburse him for the repairs he’s paid for and cover his other related costs. What happened Mr L entered into a hire purc... (4 pages)View decision -
Decision Reference DRN-5473308
10 Apr 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5473308 The complaint Mrs B complains that a car she acquired under a conditional sale agreement through Volvo Car Financial Services UK Limited (Volvo) was of unsatisfactory quality. Reference to Mrs B and Volvo includes their representatives. What happened I issued a provisional ... (5 pages)View decision -
Decision Reference DRN-5281157
10 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5281157 The complaint With the help of a professional representative (PR) Mr G complains that HSBC UK Bank Plc lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr G. What happened In May 2017, Mr G applied for – and received - a credi... (5 pages)View decision -
Decision Reference DRN-5473565
10 Apr 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5473565 The complaint Mrs O is unhappy with how AXA PPP Healthcare Limited (AXA) has handled her private medical insurance claim. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. Mrs ... (2 pages)View decision -
Decision Reference DRN-5343852
10 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5343852 The complaint Miss G complains Nationwide Building Society (NBS) unfairly blocked and then closed her bank account without notification. What happened Miss G says her bank account was blocked and then closed by NBS without justification or any formal notification, which caus... (2 pages)View decision -
Decision Reference DRN-5427609
10 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5427609 The complaint Mr W complains that UK Insurance Limited trading as Direct Line (UKI) didn’t cancel his breakdown policy when he asked them to and provided poor customer service following him noticing and asking again for cancellation. What happened In August 2023 Mr W change... (2 pages)View decision -
Decision Reference DRN-4908019
10 Apr 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4908019 The complaint Mr E complains J.P. Morgan Europe Limited trading as Chase did not immediately refund transactions made from his account which he says he did not authorise. What happened Mr E says his card was stolen in the early hours of 2 March 2024. Following this, several... (3 pages)View decision -
Decision Reference DRN-5247063
10 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5247063 The complaint Mr N, through his representative, complains that Lloyds Bank PLC lent to him when he could not afford it. Lloyds approved a credit card for Mr N on 22 March 2018 with a credit limit of £1,000. What happened The card was approved for Mr N in March 2018 with a £... (3 pages)View decision -
Decision Reference DRN-5387216
10 Apr 2025 Covea Insurance plc UpheldInsuranceDRN-5387216 The complaint Mr & Mrs B complain that Covea Insurance plc (“Covea”) wouldn’t pay for flood prevention measures to be fitted following them claiming for flooding in their cellar under their home insurance policy. What happened Mr & Mrs B had a home insurance policy w... (4 pages)View decision
