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 365360 results
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Decision Reference DRN-5485748
30 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5485748 The complaint Mr S complains that HSBC UK Bank PLC blocked, then closed his accounts without explaining why. To put things right, Mr S wants HSBC to restore access to his accounts, and explain why it took the actions it did. What happened On 30 October 2024, HSBC blocked Mr... (2 pages)View decision -
Decision Reference DRN-5501025
30 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5501025 The complaint Mr N complains that Admiral Insurance (Gibraltar) Limited mishandled his motor insurance policy. What happened Mr N had a car that had first been registered in about 2019. Mr N acquired the car in July 2023 subject to a finance agreement. Mr N’s partner had a... (6 pages)View decision -
Decision Reference DRN-5493797
30 Apr 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5493797 The complaint Mr S complained to Tesco Underwriting Limited (Tesco) about the terms of the cover he added to his home contents policy. What happened Mr S had a home contents policy with Tesco. He added family legal cover and bicycle cover to the policy. He complained to Tes... (2 pages)View decision -
Decision Reference DRN-5470361
30 Apr 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5470361 The complaint Mrs B complains Casualty & General Insurance Company (Europe) Ltd turned down a claim she made on her pet insurance policy. What happened Mrs B has pet insurance for her dog (C) which covered vet fees up to an annual limit of £8,000. From April 2023 C has r... (4 pages)View decision -
Decision Reference DRN-5015124
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5015124 The complaint Mr D complains that Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr D came across a company I’ll call ‘H’ via an individual he worked with. He understood it was an investment opportunity relating to cry... (3 pages)View decision -
Decision Reference DRN-5015125
30 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5015125 The complaint Mr D complains that Revolut Ltd didn’t do enough to protect him when he says he fell victim to an investment scam. What happened Mr D came across a company I’ll call ‘H’ via an individual he worked with. He understood it was an investment opportunity relating t... (2 pages)View decision -
Decision Reference DRN-5113908
30 Apr 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5113908 The complaint Mrs P has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In March 2023 Mrs P entered into a two-year fixed sum loan agreeme... (2 pages)View decision -
Decision Reference DRN-5421851
30 Apr 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5421851 The complaint G, a limited company, complains about what Zurich Insurance PLC did after it made a claim on its business interruption insurance policy. What happened G has insurance with Zurich which includes business interruption cover. In April 2021 it claimed on its policy... (3 pages)View decision -
Decision Reference DRN-5081122
30 Apr 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5081122 The complaint Miss T complains that the car she acquired through CA AUTO FINANCE UK LTD (“CA AUTO”) wasn’t of satisfactory quality. She wants to cancel the agreement and reject the car. What happened Miss T entered into a hire purchase agreement in June 2024 to acquire a use... (5 pages)View decision -
Decision Reference DRN-5514186
30 Apr 2025 Swift 1st Limited UpheldMortgagesDRN-5514186 The complaint Mr and Mrs F complain about a second charge mortgage (secured loan) they have which is being administered by Swift 1st Limited trading as Swift Advances. In particular, they’re unhappy that there’s still a substantial balance outstanding as they approach the en... (5 pages)View decision
