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 370904 results
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Decision Reference DRN-4043564
20 Mar 2025 ReAssure Limited Not upheldInsuranceDRN-4043564 The complaint The estate of Mrs A, represented by Ms A, complains about changes ReAssure Limited made to the sum assured of a reviewable whole of life (RWOL) policy the late Mrs A held. What happened The late Mrs A took out the policy in 1989 through a firm that was subseque... (10 pages)View decision -
Decision Reference DRN-5062853
20 Mar 2025 Mallard Leasing Limited UpheldConsumer CreditDRN-5062853 The complaint Mr C complains about the quality of a used van he acquired through a hire purchase agreement with Mallard Leasing Limited trading as Mallard Finance (‘Mallard’). Mr C says he had issues with the van as soon as he acquired it and so he doesn’t think it is of goo... (4 pages)View decision -
Decision Reference DRN-4745850
20 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4745850 The complaint Ms K complains that HSBC UK Bank Plc won’t refund the money she lost when she invested in a property development company. What happened Sometime in early 2019, Ms K says a real estate advisor recommended an opportunity to invest in a property development compa... (5 pages)View decision -
Decision Reference DRN-5292327
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5292327 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to offer him support when he was spending compulsively and experiencing financial harm. What happened Mr R has a compulsive spending problem which resulted in him gambling in an excess... (3 pages)View decision -
Decision Reference DRN-5411821
20 Mar 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5411821 The complaint Ms M has complained about her let property insurer Great Lakes Insurance SE in relation to a claim she made after police found that her property had been converted to grow cannabis. What happened Ms M was notified in February 2024 that her property had been co... (7 pages)View decision -
Decision Reference DRN-4889565
19 Mar 2025 Nutmeg Saving and Investment Limited UpheldInvestmentsDRN-4889565 The complaint Mr W complains that Nutmeg Saving and Investment Limited (‘Nutmeg’) improperly set up a shares-based junior ISA (‘JISA’) on behalf of his son, Mr B, by firstly failing to invest the deposited funds promptly, and by secondly delaying the return of those funds af... (5 pages)View decision -
Decision Reference DRN-5400648
19 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5400648 The complaint Miss F complains about the way Ageas Insurance Limited (“Ageas”) handled her car insurance claim. All references to Ageas in this decision include its appointed agents and representatives. What happened On 13 April 2024, Miss F’s car was damaged by a Lime Bike ... (4 pages)View decision -
Decision Reference DRN-5361822
19 Mar 2025 Wakam Not upheldInsuranceDRN-5361822 The complaint Mr C and Mrs M have complained about the service provided by Wakam Insurance Company (‘Wakam’) in relation to their claim for water damage under their home insurance policy. For the avoidance of doubt, the term ‘Wakam’ includes Wakam’s agents and representative... (4 pages)View decision -
Decision Reference DRN-5355654
19 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5355654 The complaint Mr S is unhappy with HSBC UK Bank Plc. Mr S wanted to transfer some money abroad and when he visited his branch a staff member recommended he open a Global Money Transfer account (GMA). The transfer didn’t go through, and Mr S ended up using his original accoun... (2 pages)View decision -
Decision Reference DRN-5113993
19 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5113993 The complaint Mr A, through his representative, complains that National Westminster Bank Plc approved a credit card for him in August 2022 with a credit limit of £7,350 which he says he could not afford. What happened Mr A’s representative sent to NatWest its letter of comp... (3 pages)View decision
