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 360264 results
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Decision Reference DRN-4871965
3 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4871965 The complaint Mr F complains HSBC UK Bank Plc won’t reimburse funds that he lost when he fell victim to a cryptocurrency investment scam. What happened Our investigator didn’t uphold the complaint. She didn’t think any of the payments looked suspicious such that HSBC ought ... (2 pages)View decision -
Decision Reference DRN-5331116
3 Mar 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5331116 The complaint Mr M has complained about the service provided by Domestic & General Insurance Plc (‘D&G) under his appliance insurance policy regarding a fridge-freezer. For the avoidance of doubt, the term ‘D&G’ includes D&G’s agents and contractors. What ha... (2 pages)View decision -
Decision Reference DRN-5321376
3 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5321376 The complaint Mrs M complains that Barclays Bank UK PLC trading as Tesco Bank charged her interest when her 0% interest rate ended. What happened On 26 June 2023 Mrs M completed a money transfer of £3,300.00 to her Tesco credit card with a promotional interest rate of 0% for... (2 pages)View decision -
Decision Reference DRN-5324536
3 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5324536 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2012. For the year from 3 August 2024, Mr S... (4 pages)View decision -
Decision Reference DRN-5117081
3 Mar 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5117081 The complaint Miss M is unhappy that a car supplied to her under a hire purchase agreement with Stellantis Financial Services UK Ltd (Stellantis) was of an unsatisfactory quality. When I refer to what Miss M has said and what Stellantis have said, it should also be taken to... (4 pages)View decision -
Decision Reference DRN-5281272
3 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5281272 The complaint Mr J complains that Admiral Insurance (Gibraltar) Limited haven’t given him a fair settlement offer for his car after it was deemed a total loss, and they provided poor service. What happened In August 2024 Mr J made a claim on his car insurance policy followi... (3 pages)View decision -
Decision Reference DRN-5333391
3 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5333391 The complaint Mr P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr P applied for a credit card with Aqua in June 2021. In his application, Mr P said he was emplo... (4 pages)View decision -
Decision Reference DRN-5167754
3 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5167754 The complaint Mr W complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment he paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this complaint ... (5 pages)View decision -
Decision Reference DRN-5293013
3 Mar 2025 Quilter Financial Services Ltd UpheldInvestmentsDRN-5293013 The complaint Mrs C complains about a delay caused by Quilter Financial Services Ltd when she asked to withdraw a lump sum from her stocks and shares ISA. What happened On 17 May 2024, Mrs C got in touch with her Quilter financial adviser as she was looking to withdraw £153,... (3 pages)View decision -
Decision Reference DRN-4771243
3 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4771243 The complaint Mr H complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund the money he lost when he fell victim to an investment scam. Mr H is being represented by a claims management company in this complaint. What happened The details of what happened ... (3 pages)View decision
