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 367296 results
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Decision Reference DRN-5589754
29 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5589754 The complaint Mr P has complained that Starling Bank Limited refused to process a chargeback request for him for transactions that took place on his account. Background Mr P has told us he has a history of compulsive spending and problem gambling. In order to try to protect... (3 pages)View decision -
Decision Reference DRN-5403960
29 May 2025 Acasta European Insurance Company Limited Not upheldInsuranceDRN-5403960 The complaint Mr and Mrs J complain that Acasta European Insurance Company Limited (“Acasta”) has unfairly declined to cover a claim made under their Acasta sofa warranty. Any reference to Mr and Mrs J or Acasta includes respective agents or representatives. What happened Th... (2 pages)View decision -
Decision Reference DRN-5516491
29 May 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5516491 The complaint Mr and Mrs P complain that Lloyds Bank General Insurance Limited (“Lloyds”) has unfairly declined a claim made under their buildings and contents insurance policy. Any reference to Mr and Mrs P or Lloyds includes their respective agents or representatives. What... (3 pages)View decision -
Decision Reference DRN-5575953
29 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5575953 The complaint Mr S complains that U K Insurance Limited (‘UKI’) didn’t record the right dates he was provided a hire car after his motor insurance claim causing him inconvenience and a financial loss. What happened Mr S has a car leased under the Motability Scheme which is ... (3 pages)View decision -
Decision Reference DRN-5225819
29 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5225819 The complaint Mr B complains that Revolut Ltd won’t refund money he lost when he was a victim of an investment scam. Mr B is represented by a firm I’ll refer to as ‘C’. What happened I issued my provision decision on this complaint on 16 May 2023. It said: “The background to... (12 pages)View decision -
Decision Reference DRN-5522490
29 May 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5522490 The complaint With the help of a professional representative (PR), Ms B complains that FirstRand Bank Limited trading as MotoNovo Finance (MotoNovo) lent to her irresponsibly. For ease I’ll refer to the actions of the PR as being those of Ms B. What happened On 27 January 20... (3 pages)View decision -
Decision Reference DRN-5417636
29 May 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5417636 The complaint Mr L complains about AXA PPP Healthcare limited and its decision to decline a claim under his private medical insurance policy. Mr L has been represented by a family member throughout this complaint, however, for ease of reading I will only refer to Mr L in th... (3 pages)View decision -
Decision Reference DRN-5400913
29 May 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5400913 The complaint Mr L complains about the way AXA PPP Healthcare Limited, trading as AXA Health, has handled a claim made under his private medical insurance policy. Mr L has been represented by a family member throughout the complaint process, however, for ease of reading I w... (4 pages)View decision -
Decision Reference DRN-5219013
29 May 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5219013 The complaint Mr J has complained that he is unhappy with the quality of a car he acquired in April 2023, using a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance (“Close Brothers”). What happened Mr J acquired a used Audi in A... (4 pages)View decision -
Decision Reference DRN-5506606
28 May 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5506606 The complaint Ms K complains that because of the actions of Halifax Share Dealing Limited (‘HSDL’), her daughter was unable to make full use of her Junior ISA (JISA) investment allowance in the 2022/2023 tax year. Ms K also states that she is unhappy with the service she’s r... (4 pages)View decision
