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 366873 results
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Decision Reference DRN-5184264
31 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5184264 The complaint Mrs B complains that Vanquis Bank Limited lent to her irresponsibly. What happened On 27 March 2015, Mrs B opened a credit card account with Vanquis with an initial £150 credit limit. Over the years, there have been a number of credit limit increases (CLI) as s... (3 pages)View decision -
Decision Reference DRN-5238615
31 Jan 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5238615 The complaint Mrs N complains about how Tesco Underwriting Limited (Tesco) dealt with a claim on her motor insurance. What happened Mrs N had motor insurance underwritten by Tesco. Her car was involved in an accident and she made a claim on her insurance policy. Tesco told h... (3 pages)View decision -
Decision Reference DRN-5262093
31 Jan 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5262093 The complaint Ms K complains Great Lakes Insurance UK Limited has unfairly declined a claim she’s made on her travel insurance policy following water damage to two phones covered under the policy. What happened The background to this complaint is well known to the parties an... (3 pages)View decision -
Decision Reference DRN-4776273
31 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4776273 The complaint Mr R complains that Lloyds Bank PLC didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr R saw an advert on a video streaming website for cryptocurrency investing platform and in May 2022 began sending money ... (3 pages)View decision -
Decision Reference DRN-4921966
31 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4921966 The complaint Mr W has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened Mr W was added to a group on a social media messaging service. It was run by scammers posing as an investment firm. They persuaded Mr W to sen... (4 pages)View decision -
Decision Reference DRN-5243838
31 Jan 2025 JGC Trading Limited UpheldInsuranceDRN-5243838 The complaint Miss B has complained about JGC Trading Limited. When she bought a car from it, it sold her a warranty for mechanical and electrical failure, but when she tried to claim on the warranty, it declined her claim. What happened Miss B had a warranty from JGC to co... (4 pages)View decision -
Decision Reference DRN-5047169
31 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5047169 The complaint Mrs H complains about AXA Insurance UK Plc (“AXA”) declining a claim she made on her car insurance policy because it thought the claim was fraudulent. What happened In July 2021 Mrs H was involved in a collision with another vehicle which she said was her faul... (3 pages)View decision -
Decision Reference DRN-5220786
31 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5220786 The complaint Mr A complains about how Aviva Insurance Limited handled a claim on his motor insurance. Mr A’s policy was sold and is administered by a third party company on Aviva’s behalf. However, Aviva is the policy underwriter, so his complaint is against Aviva. Any refe... (3 pages)View decision -
Decision Reference DRN-4952603
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4952603 The complaint Mr C complains that HSBC UK Bank Plc (HSBC) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr C tells us ... (3 pages)View decision -
Decision Reference DRN-5261236
31 Jan 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5261236 The complaint Mr T complains that The Royal London Mutual Insurance Society Limited (Royal London) delayed his annuity application causing him losses as the value of his pension fund fell and annuity rates reduced. He wants compensation for his losses. What happened Mr T ha... (7 pages)View decision
