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 366874 results
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Decision Reference DRN-5250249
31 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5250249 The complaint Mr D complains about how Liverpool Victoria Insurance Company Limited (‘LV’) handled a claim on his motor insurance. What happened Mr D had a motor insurance policy with LV. In December 2022, he was involved in a minor traffic accident. While there was only min... (4 pages)View decision -
Decision Reference DRN-5024448
31 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5024448 The complaint Miss H has complained that Barclays Bank UK PLC, trading as Barclaycard, misadvised her. It told her that she had a 0% interest offer on purchases, for up to 20 months, but in fact this was for balance transfers only. What happened Miss H opened a Barclaycard a... (2 pages)View decision -
Decision Reference DRN-4731570
31 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4731570 The complaint Mr W complains National Westminster Bank Plc (NatWest) won’t refund the money he paid to invest in a company which he now thinks was operating a scam. What happened In early 2018, Mr W made a payment of £50,000 (for which he was charged a £23 fee) to invest in ... (2 pages)View decision -
Decision Reference DRN-5300715
31 Jan 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5300715 The complaint Mr S complains that Zopa Bank Limited acted unfairly when it defaulted his loan account. What happened Mr S took a fixed sum loan with Zopa in January 2023. The loan including interest was £16,932.56, £705.52 per month, payable over 24 months. Mr S said in June... (6 pages)View decision -
Decision Reference DRN-5286714
31 Jan 2025 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-5286714 The complaint Mr S complains that Allied World Assurance Company (Europe) dac (“AWAC”) has offered an unfair settlement following a claim he made under his Residential Landlord Property Owners insurance policy, for damage caused by an escape of water. What happened Mr S owns... (5 pages)View decision -
Decision Reference DRN-4961307
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4961307 The complaint Mr A has complained that HSBC UK Bank Plc has failed to obtain a refund for him, for a hotel booking. What happened Mr A paid for a hotel stay through a third party, using his HSBC card. This was for two rooms, for four adults and three children. However, upon ... (2 pages)View decision -
Decision Reference DRN-5267975
31 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5267975 The complaint Mrs S complains that the car she acquired financed through a hire purchase agreement with Stellantis Financial Services UK Limited wasn’t of satisfactory quality. What happened On 11 January 2024 Mrs S acquired a used car financed through a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-5113923
31 Jan 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5113923 The complaint Mr B says First Central Underwriting Limited provided very poor service, caused long delays and didn’t repair his car properly after he made a claim on his motor insurance policy. What happened In June 2023, Mr B’s car hit an animal when he was setting off fro... (4 pages)View decision -
Decision Reference DRN-4949399
31 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4949399 The complaint Mr R complains about the way Revolut Ltd handled his chargeback claim. What happened Mr R booked a rental car with a merchant, M, using his Revolut debit card to be collected on 18 March 2024 at an airport abroad. He said when he arrived at the airport to colle... (2 pages)View decision -
Decision Reference DRN-4847714
31 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4847714 The complaint Mr M has complained J.P. Morgan Europe Limited trading as Chase failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) scam. What happened The background to this complaint is well-known to both parties, so I won’t repe... (4 pages)View decision
