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 364862 results
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Decision Reference DRN-5506891
24 Apr 2025 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-5506891 The complaint Mr A complains about Scottish Friendly Assurance Society Limited (SFA). He said SFA did not pay him all that he was expecting when his endowment policy matured. He would like it to compensate him for the difference between what it told him he would receive, and... (4 pages)View decision -
Decision Reference DRN-4600299
24 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4600299 The complaint Mrs and Mr E complain HSBC UK Bank Plc didn’t do enough to protect them when they fell victim to an investment scam. Mrs and Mr E have been supported by a legal representative in bringing this complaint, but for ease I’ll only refer to Mrs and Mr E throughout ... (8 pages)View decision -
Decision Reference DRN-5073206
24 Apr 2025 Brooksure Ltd UpheldInsuranceDRN-5073206 The complaint Mr N complains that Brooksure Ltd mis-sold him a buildings insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mr N took out buildings insurance through Brooksure, an independent intermed... (4 pages)View decision -
Decision Reference DRN-5504957
24 Apr 2025 West Bay Insurance Plc UpheldInsuranceDRN-5504957 The complaint Miss W complains West Bay Insurance Plc (“West Bay”) has unfairly part of a claim made on her pet insurance policy. Any reference to West Bay includes the actions of its agents. What happened The circumstances of this complaint are well known between parties. A... (3 pages)View decision -
Decision Reference DRN-5360115
24 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5360115 The complaint Miss P complains about the lack of support she says she received from Lloyds Bank PLC in relation to her gambling condition. What happened Miss P holds a current account with Lloyds. In November 2024, she complained to Lloyds that it had allowed her to use her... (3 pages)View decision -
Decision Reference DRN-5082980
24 Apr 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5082980 The complaint Mr M is a sole trader. He complains that Haven Insurance Company Limited (Haven) declined his motor theft claim and avoided his policy from inception. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail h... (3 pages)View decision -
Decision Reference DRN-5041763
24 Apr 2025 ITC Compliance Limited Not upheldConsumer CreditDRN-5041763 The complaint Mr B is unhappy that a regulated finance agreement arranged by ITC Compliance Limited (‘ITC’) was mis-represented to him. What happened In December 2022 Mr B was supplied with a new car through a hire agreement with a finance company. This agreement had been a... (3 pages)View decision -
Decision Reference DRN-5411891
24 Apr 2025 esure Insurance Limited Not upheldInsuranceDRN-5411891 The complaint Mr G complains that esure Insurance Limited wrongly cancelled his motor insurance policy and provided poor service. What happened Mr G bought a policy with esure on 17 June 2024, to start a month later. esure carried out standard verification checks, and on 27... (3 pages)View decision -
Decision Reference DRN-5139651
24 Apr 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5139651 The complaint Mrs N complains about a car supplied to her using a hire purchase agreement taken out with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened Mrs N acquired a brand-new car using a hire purchase agreement with ... (4 pages)View decision -
Decision Reference DRN-5476189
24 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5476189 The complaint Mr H and Mrs H complain that Nationwide Building Society (NW) won’t refund money they say was lost in an investment scam. What happened What Mr H and Mrs H say: Mr H and Mrs H were retired. In 2019, they received an email from a well-known vacation rental compa... (3 pages)View decision
