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 367928 results
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Decision Reference DRN-5006534
25 Mar 2025 Tesla Financial Services Limited Not upheldConsumer CreditDRN-5006534 The complaint Mr H is complaining that Tesla Financial Services Limited (TFSL) misled him about the nature of the finance agreement that he entered into with them. What happened In September 2023, Mr H took delivery of a Tesla vehicle, entering into a Hire Contract with TFSL... (4 pages)View decision -
Decision Reference DRN-5372679
25 Mar 2025 Just Retirement Limited UpheldMortgagesDRN-5372679 The complaint Mrs P, via her representative, complains that Just Retirement Limited trading as Just (Just) allowed her husband to make drawdowns on their lifetime mortgage into his sole bank account without her consent or knowledge. What happened Mr and Mrs P took out a life... (3 pages)View decision -
Decision Reference DRN-4898398
25 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4898398 The complaint Mr G is unhappy that HSBC UK Bank Plc decided not to refund him after he’d been the victim of a scam. Mr G is bringing his complaint using a claims management company which I’ll refer to as J. What happened Mr G decided to invest in a company I’ll refer to as ... (5 pages)View decision -
Decision Reference DRN-5423941
25 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5423941 Complaint Ms A and Mrs A complain that Bank of Scotland plc, trading as Halifax, did not reimburse the money they lost when Ms A fell victim to an investment scam. Although the payments were made from a joint account, it was primarily Ms A who engaged with the fraudsters. Fo... (4 pages)View decision -
Decision Reference DRN-5289756
25 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5289756 The complaint Mr R complains that HSBC UK Bank Plc has declined to reimburse payments that he says he didn’t make or allow anyone else to make. What happened Mr R opened an account with HSBC and deposited £8,000. He says he never received his card or PIN, and realised someon... (3 pages)View decision -
Decision Reference DRN-5384127
25 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5384127 The complaint Mr D and Ms S have complained that AXA Insurance UK Plc (AXA) unfairly declined a claim under their home insurance policy. Mr D and Ms S are represented for their complaint but, for ease, I will normally only refer to them. What happened Mr D and Ms S were on... (3 pages)View decision -
Decision Reference DRN-5122335
25 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5122335 The complaint Mr W says Revolut Ltd (“Revolut”) should refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In short, Mr W says he was away on holid... (2 pages)View decision -
Decision Reference DRN-5109218
25 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5109218 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr B says he found an investment company I’ll refer to as G online. G offered an opportunity that involved making money through cryptocurr... (10 pages)View decision -
Decision Reference DRN-5345448
25 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5345448 The complaint Ms L complains about Royal & Sun Alliance Insurance Limited’s decision to decline a claim made under her home insurance policy for subsidence-related damage to her extension. What happened The background to this complaint is well known to both parties, so I... (5 pages)View decision -
Decision Reference DRN-5073257
25 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5073257 The complaint Miss M complains that Revolut Ltd didn’t do enough to protect her funds when she fell victim to a job scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I will ... (3 pages)View decision
