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 383237 results
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Decision Reference DRN-5894283
17 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5894283 The complaint Ms P and Mr K are unhappy with the assistance provided by Admiral Insurance (Gibraltar) Limited under their travel insurance policy (‘the policy’) after Mr K fractured his arm, snowboarding, whilst abroad. All reference to Admiral includes its medical assistan... (3 pages)View decision -
Decision Reference DRN-5779492
17 Nov 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5779492 The complaint Miss C complains that Lloyds Bank PLC did not reimburse the funds she lost to a scam and did not handle her claim professionally. What happened Miss C has told us about two payments of £300 and £100 that moved from her Lloyds savings account to her Lloyds curre... (3 pages)View decision -
Decision Reference DRN-5765057
17 Nov 2025 Santander UK Plc Not upheldConsumer CreditDRN-5765057 The complaint Mr L complains that Santander UK Plc was irresponsible in its lending to him. He wants all interest and charges removed from his loan and any negative information removed from his credit file. What happened Mr L was provided with a £8,000 loan by Santander in O... (3 pages)View decision -
Decision Reference DRN-5842928
17 Nov 2025 Tandem Bank Limited Not upheldConsumer CreditDRN-5842928 The complaint Mr O complains in respect of a loan agreement he took out with Tandem Bank Limited trading as Tandem. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving dis... (3 pages)View decision -
Decision Reference DRN-5956519
17 Nov 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5956519 The complaint Mr H complains about a car supplied under a Personal Contract Purchase (‘PCP’) agreement, provided by CA AUTO FINANCE UK LTD (‘CA’). What happened Around July 2023 Mr H acquired a used electric car under a PCP agreement with CA. The car is listed with a cash p... (6 pages)View decision -
Decision Reference DRN-5381460
17 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5381460 The complaint Mr K has complained that HSBC UK Bank Plc trading as first direct won’t refund money he lost to a scam. What happened Mr K has said he was introduced to the ‘investment opportunity’ by someone he had been talking to on social media, who turned out to be the sca... (6 pages)View decision -
Decision Reference DRN-5543082
17 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5543082 The complaint Miss C complains that Revolut Ltd did not reimburse the funds she says she lost to a scam. What happened Miss C initially said an individual had used her phone when she left it out in public to make two card payments without her authority. These were for £300 a... (2 pages)View decision -
Decision Reference DRN-5955432
17 Nov 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5955432 The complaint Mr W complains that Loans 2 Go Limited (“L2G”) irresponsibly gave him three loans he couldn’t afford to repay. What happened Mr W applied for three loans with L2G. Loan 1 was taken out in April 2019. Mr W borrowed £400, repayable in 18 monthly instalments of £9... (4 pages)View decision -
Decision Reference DRN-5288101
17 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5288101 The complaint L, a company, complains that HSBC UK Bank Plc won’t reimburse them for funds they lost to an email intercept scam. They’d like the funds returned to them. What happened The facts of this case are well known to both parties, so I will only mention them briefly ... (3 pages)View decision -
Decision Reference DRN-5905616
17 Nov 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5905616 The complaint Mrs A is complaining about the way Zurich Insurance Company Ltd has handled a claim she’s made on the commercial property insurance policy that covered her block of flats. Zurich has used a loss adjuster to handle the claim on its behalf. But for ease of refere... (3 pages)View decision
