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-5462232
10 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5462232 The complaint Mr S has complained that Admiral Insurance (Gibraltar) Limited unreasonably held him at fault under his motor policy following an accident. This has also increased the cost of his premiums making it unaffordable to insure his car. What happened Mr S was involv... (3 pages)View decision -
Decision Reference DRN-5373323
10 Apr 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5373323 The complaint Mr T complains about how Hastings Insurance Services Limited trading as Hastings Direct (Hastings Direct) dealt with a proposed cancellation of his policy and refunds due. References to Hastings Direct in this decision include their agents. Mr T was supported... (5 pages)View decision -
Decision Reference DRN-5473273
10 Apr 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5473273 The complaint Miss R complains that CA AUTO FINANCE UK Ltd (CAAF) acted irresponsibly in agreeing to lend to her. What happened In August 2023 Miss R acquired a car when she entered into a Personal Contract Purchase (PCP) agreement, a type of hire purchase agreement with CAA... (4 pages)View decision -
Decision Reference DRN-5032826
10 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5032826 The complaint Mr I and Mrs K complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has not refunded the money they lost to what they believe was a scam. What happened In January 2024 Mr I and Mrs K paid £1,000 to a contractor – which I’ll call T – as a de... (3 pages)View decision -
Decision Reference DRN-5446591
10 Apr 2025 SCOR UK Company Ltd Not upheldInsuranceDRN-5446591 The complaint Ms V complains SCOR UK Company Ltd (“SCOR”) has unfairly declined her claim on her homebuyer’s protection policy. She’s also unhappy with the time it took to decide her claim. All references to SCOR include its agents. What happened Ms V put in an offer to buy ... (3 pages)View decision -
Decision Reference DRN-5329702
10 Apr 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5329702 The complaint Mr R complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) acted irresponsibly by lending to him. What happened In late May 2022 Mr R acquired a car when he entered into a hire purchase agreement with Oodle. The cash price of the ... (4 pages)View decision -
Decision Reference DRN-5018613
10 Apr 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5018613 The complaint Ms A is unhappy that J.P. Morgan Europe Limited trading as Chase (“Chase”) didn’t refund her after she told it she’d fallen victim to a scam. What happened In August 2023 Ms A made a card payment of £8,000 from her Chase account to a third party. Ms A says thi... (2 pages)View decision -
Decision Reference DRN-5384515
10 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5384515 The complaint Miss K is complaining about the way AXA Insurance UK Plc has handled a claim she made on her car insurance policy after she was involved in an accident; particularly in that it didn’t inspect her car like it promised. What happened In November 2023 Miss K was i... (4 pages)View decision -
Decision Reference DRN-5472922
10 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5472922 The complaint Miss S complains Revolut Ltd won’t refund the money she lost to a scam. What happened I issued my provisional decision on this complaint on 26 March 2025. I wanted to give both sides a chance to provide any further evidence and arguments before I issued my fin... (6 pages)View decision -
Decision Reference DRN-5256076
10 Apr 2025 Protection and Investment Ltd Not upheldPensions and AnnuitiesDRN-5256076 The complaint Mrs M complains that Protection and Investment Ltd (PIL) provided unsuitable advice and poor service for her ISA (Individual Savings Account) and pension causing her financial loss. What happened Mrs M is represented by her husband, Mr M, in bringing the compl... (8 pages)View decision
