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 384131 results
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Decision Reference DRN-5401180
20 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5401180 The complaint Mr A complains that American Express Services Europe Limited (AESEL) allowed further transactions to debit his account under a continuous payment authority, after he’d reported it as fraudulent. What happened In October 2024, Mr A identified transactions that h... (3 pages)View decision -
Decision Reference DRN-5659401
20 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5659401 The complaint Miss A complains that Santander UK Plc won’t refund payments she made that she considers to be connected to a scam. What happened • Miss A was introduced to an investment opportunity involving a company I’ll refer to as X, via someone she met on a dating websit... (3 pages)View decision -
Decision Reference DRN-5931088
20 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5931088 The complaint Mrs G has complained about how Inter Partner Assistance SA (IPA) dealt with a claim under her home emergency policy. References to IPA include companies acting on its behalf. What happened Mrs G contacted IPA to send an engineer to deal with a leak. When the ... (3 pages)View decision -
Decision Reference DRN-5929561
20 Nov 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5929561 The complaint Mr H says AXA PPP Healthcare Limited mis-sold him a private medical insurance policy. What happened Mr H had the benefit of a group private medical insurance policy through his employer. Upon leaving his employment he wanted to continue benefiting from private... (2 pages)View decision -
Decision Reference DRN-5672066
20 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5672066 The complaint Mr A is unhappy that Barclays Bank UK PLC trading as Tesco Bank (Tesco) won’t remove the default on his account after acknowledging it had failed to send a Notice of Sums in Arrears (NOSIA) letter. What happened Mr A took out a credit card with Tesco. When his ... (4 pages)View decision -
Decision Reference DRN-5385020
20 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5385020 The complaint X complains that HSBC UK Bank Plc closed his accounts without providing a proper explanation. And took too long to release his closing balance. X is also unhappy with the service he received from HSBC. He says this caused him unnecessary stress and worry. Wha... (6 pages)View decision -
Decision Reference DRN-5713460
20 Nov 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5713460 The complaint Miss H complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) failed to agree a repayment plan for her loan after she’d been made redundant. Miss H says this resulted in them incorrectly applying a missed payment marker on her ... (3 pages)View decision -
Decision Reference DRN-5763812
20 Nov 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5763812 The complaint Mr T complains that Zopa Bank Limited (“Zopa”) defaulted his loan and recorded this on his credit file. He also complains that they sold the debt on to another company despite agreeing he could bring his account up to date. What happened In 2021, Mr T took out ... (3 pages)View decision -
Decision Reference DRN-5935751
20 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5935751 The complaint The estate of Miss V is unhappy with the service received from Inter Partner Assistance SA (‘IPA’) under Miss V’s travel insurance policy (‘the policy’), including the way a claim was handled. What happened Miss V was involved in an accident abroad which resul... (3 pages)View decision -
Decision Reference DRN-5711469
20 Nov 2025 Valour Finance Limited Not upheldConsumer CreditDRN-5711469 The complaint Mr P complains that Valour Finance Limited trading as Savvy.co.uk (“Savvy”) has refused to record on his credit file that he is in a debt management plan. What happened Mr P took out a loan with Savvy in January 2022. In January 2025, Mr P complained to Savvy. ... (2 pages)View decision
