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 384133 results
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Decision Reference DRN-5925581
1 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5925581 The complaint A company, which I’ll refer to as N, complains that HSBC UK Bank Plc is unfairly holding it responsible for repaying a Bounce Back Loan (BBL), having previously told the company that there was no debt. What happened N was a business customer of HSBC, which prov... (4 pages)View decision -
Decision Reference DRN-5988228
1 Dec 2025 Landmark Mortgages Limited UpheldMortgagesDRN-5988228 The complaint Mrs C complains that Landmark Mortgages Limited will not agree to her request to switch her mortgage to interest only or extend its term and it will not agree a new interest rate product. She also complains that she was coerced into taking out the mortgage and ... (6 pages)View decision -
Decision Reference DRN-5760251
1 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5760251 The complaint Ms C is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, declined her request to freeze or reduce interest on her credit card account. What happened Ms C has a Tesco credit account on which she’d agreed a plan whereby she was making monthly payments of... (2 pages)View decision -
Decision Reference DRN-5956600
1 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5956600 The complaint Mr A complains Revolut Ltd closed his account due to an error on its part by incorrectly identifying and registering his name. Mr A says Revolut should recognise its error and reinstate his account. What happened The details of this complaint are well known by ... (2 pages)View decision -
Decision Reference DRN-5801632
1 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5801632 The complaint Mr H complains that Santander UK Plc failed to provide him with means to access his new account and has unfairly refused to pay him its switch incentive for moving his account to the bank. Mr H also complains that Santander’s staff spoke to him rudely and were ... (3 pages)View decision -
Decision Reference DRN-5957594
1 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5957594 The complaint Mr C complains about the liability decision Advantage Insurance Company Limited (Advantage) made when he submitted a claim under his motor insurance policy. What happened The background to this complaint is well known to Mr C and Advantage. I won’t repeat in d... (2 pages)View decision -
Decision Reference DRN-5976970
1 Dec 2025 esure Insurance Limited UpheldInsuranceDRN-5976970 The complaint Mr G and Ms W complain about the settlement esure Insurance Limited (esure) has paid to settle a claim for contents they made under their home insurance policy. They also complain about the way their claim was handled. This complaint has been brought by both Mr... (6 pages)View decision -
Decision Reference DRN-5845078
1 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5845078 The complaint Mr S complains about how U K Insurance Limited trading as Churchill (Churchill) dealt with a claim for the theft of his vehicle. Churchill made a total loss settlement for the vehicle to the finance through which Mr S was leasing the vehicle. Mr S thought Churc... (3 pages)View decision -
Decision Reference DRN-5979116
1 Dec 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5979116 The complaint Miss H’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Miss H says C&G treated her unfairly. What happened I issued a provisional decision in respect o... (4 pages)View decision -
Decision Reference DRN-5988063
1 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5988063 The complaint Mrs B is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs B fell victim to an investment scam after a friend introduced her a fake investment scheme.... (4 pages)View decision
