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 369228 results
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Decision Reference DRN-5340782
6 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5340782 The complaint Miss O has complained that AXA Insurance UK Plc (AXA) unfairly terminated her home insurance cover. What happened Miss O owned two neighbouring semi-detached properties and lived in one of them. She decided to refurbish the property she lived in, so moved into... (2 pages)View decision -
Decision Reference DRN-5356313
6 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5356313 The complaint Ms G complains on behalf of her firm “S” about the service received from HSBC UK Bank Plc (“HSBC”) when processing transactions. In particular, she is unhappy with the time it took for HSBC to process a large transaction which resulted in her personally incurri... (3 pages)View decision -
Decision Reference DRN-4669053
6 Mar 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4669053 The complaint The trustees of the W Trust, represented by Mr W, complain that Zurich Assurance Ltd have asked them to significantly increase the monthly premiums on a life assurance policy in order to maintain the sum assured following a policy review in 2023. What happened ... (13 pages)View decision -
Decision Reference DRN-5376280
6 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5376280 The complaint Miss W complains about how esure Insurance Limited (‘esure’) handled a claim made on her car insurance policy, including the total loss valuation it placed on her car. What happened In June 2024, Miss W’s car was damaged by being hit by a van whilst parked. So... (5 pages)View decision -
Decision Reference DRN-5016128
6 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5016128 The complaint Mr H via a representative complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In November 2023, Mr H ... (3 pages)View decision -
Decision Reference DRN-5230376
6 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5230376 The complaint Mrs B is unhappy that a car supplied to her under a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (‘Stellantis’) was of an unsatisfactory quality. What happened In March 2023, Mrs B was supplied with a use... (3 pages)View decision -
Decision Reference DRN-5314803
6 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5314803 The complaint Mr P complains that Vanquis Bank Limited irresponsibly lent to him. Mr P is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr P himself. What happen... (4 pages)View decision -
Decision Reference DRN-5108311
6 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5108311 The complaint Mr B is unhappy with how Monzo Bank Ltd (Monzo) handled a chargeback claim he made to them. What happened Mr B complained about an online gaming subscription service he had taken out with a supplier I shall call ‘R’. He paid for this with his Monzo debit card a... (4 pages)View decision -
Decision Reference DRN-5154029
6 Mar 2025 Aviva Protection UK Limited UpheldInsuranceDRN-5154029 The complaint Mr G complained that AIG Life Limited declined a claim on his group critical illness policy. Throughout the claim and complaint process, Mr G has had a representative helping him. In this decision, any reference to Mr G includes the actions and comments of his ... (4 pages)View decision -
Decision Reference DRN-4934801
6 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4934801 The complaint Mr H complains that Aviva Life & Pensions UK Limited (“Aviva”) gave him unsuitable advice to invest in a Flexible Savings Plan. Mr H is being represented by a claims management company in the complaint, but for ease of reference, I shall refer to Mr H only ... (4 pages)View decision
