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 376696 results
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Decision Reference DRN-5434582
16 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5434582 The complaint Mr A complains Revolut Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr A held an account with Revolut. On 29 October 2023, it received several payments from a third party,... (3 pages)View decision -
Decision Reference DRN-5790412
16 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5790412 The complaint Ms T complains that HSBC UK Bank Plc didn’t close her account when she asked them to. She’s also unhappy that she’s still receiving correspondence about the account. What happened Ms T held a credit card account with HSBC. Ms T says she made several requests to... (2 pages)View decision -
Decision Reference DRN-5807456
16 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5807456 The complaint Miss W is unhappy that the National Westminster Bank Plc (NatWest) misadvised her about the eligibility criteria for a personal loan. What happened The complaint circumstances are well known to both parties, so I don’t intend to list these chronologically and ... (3 pages)View decision -
Decision Reference DRN-5793836
16 Sep 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5793836 The complaint Mr and Mrs H complain about the way Tesco Underwriting Limited handled a claim they made under their buildings insurance policy for subsidence. Reference to Tesco includes its agents and representatives. What happened The circumstances of this complaint aren’... (3 pages)View decision -
Decision Reference DRN-5818950
16 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5818950 The complaint Mr P has complained about the quality of a car provided on finance by MotoNovo Finance Limited. What happened MotoNovo supplied Mr P with a used car on a hire purchase agreement in December 2022. The cash price of the car was around £11,000 and it had covered ... (7 pages)View decision -
Decision Reference DRN-5805156
16 Sep 2025 ITC Compliance Limited Not upheldInsuranceDRN-5805156 The complaint Mr F complains that Itc Compliance Limited (“Itc”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission. Mr F’s complaint... (5 pages)View decision -
Decision Reference DRN-5687429
16 Sep 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5687429 The complaint Mr S complains about the quality of a car that was supplied through a hire purchase agreement with Creation Consumer Finance Ltd (CCF). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision wh... (4 pages)View decision -
Decision Reference DRN-5809120
16 Sep 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5809120 The complaint Mr B complains that AmTrust Specialty Limited has refused to cover a claim on his legal expenses insurance policy, or provide support for him to protect his legal position while the claim is reviewed. Where I refer to AmTrust, this includes its agents and claim... (4 pages)View decision -
Decision Reference DRN-5659350
16 Sep 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5659350 The complaint Mr B complains that 1st Central Insurance Management Limited unfairly cancelled a motor insurance policy. What happened Mr B had a motor insurance policy with 1st Central. In March 2025, he called 1st Central to discuss taking out cover on a second car after ge... (3 pages)View decision -
Decision Reference DRN-5735800
16 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5735800 The complaint Ms F is unhappy that Legal and General Assurance Society Limited (‘L&G’) declined a claim made under a group income protection insurance policy (‘the policy’) and with the way in which the claim was handled. That includes the time taken to assess the claim.... (5 pages)View decision
