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 388057 results
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Decision Reference DRN-5909702
9 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5909702 The complaint Mr W complains that HSBC UK Bank Plc (“HSBC”) hasn’t refunded him after he fell victim to an investment scam. What happened Mr W was looking for investment opportunities when he was introduced to a company I will refer to as “S”. S was offering fixed-rate bonds... (4 pages)View decision -
Decision Reference DRN-5849259
9 Dec 2025 QIC Europe Ltd UpheldInsuranceDRN-5849259 The complaint Mr N is a sole trader. He complains that QIC Europe Ltd (QIC) mishandled a motor accident claim on his motor insurance policy resulting in a County Court Judgment (CCJ) being recorded against him. For ease of reading, any reference to QIC includes its agents an... (2 pages)View decision -
Decision Reference DRN-6006584
9 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6006584 The complaint Mr M complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. In bringing his complaint to this service Mr M is represented. What happened I issued a provisional decision for t... (5 pages)View decision -
Decision Reference DRN-5841900
9 Dec 2025 British Gas Insurance Limited UpheldInsuranceDRN-5841900 The complaint X has complained about charges raised by British Gas Insurance Limited (British Gas’). For the avoidance of doubt, the term ‘British Gas’ includes reference to its agents and contractors for the purposes of this decision. What happened X took out a home emergen... (4 pages)View decision -
Decision Reference DRN-5382399
9 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5382399 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summa... (3 pages)View decision -
Decision Reference DRN-6006429
9 Dec 2025 Next Retail Limited Not upheldConsumer CreditDRN-6006429 The complaint Miss R complained about the way Next Retail Limited (Next) handled a return for items she purchased using her running credit account. What happened The circumstances of the complaint are well known so I won’t go over everything again in detail. But in summary,... (3 pages)View decision -
Decision Reference DRN-5963556
9 Dec 2025 Santander UK Plc Not upheldMortgagesDRN-5963556 The complaint Mr and Mrs G complain that Santander UK Plc has treated them unfairly when they’ve experienced financial difficulties with their mortgage. What happened Mr and Mrs G have a mortgage with Santander. They originally took the mortgage out in 2013, and they’ve been... (3 pages)View decision -
Decision Reference DRN-5758782
9 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5758782 The complaint Mr K complains that MotoNovo Finance Limited overcharged him to settle his Personal Contract Purchase (PCP) agreement. What happened In March 2023, Mr K acquired a used car through a PCP agreement with MotoNovo. The cash price of the car was £29,877 and he pai... (2 pages)View decision -
Decision Reference DRN-5960468
9 Dec 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5960468 The complaint This complaint arises from the transfer of Mr L’s individual savings account from Skipton Building Society to a new provider in April 2025. A system error caused the wrong amount to be transferred. When Mr L complained, Skipton apologised and sent through the ... (1 page)View decision -
Decision Reference DRN-6003702
9 Dec 2025 SOFOLOGY LIMITED UpheldInsuranceDRN-6003702 The complaint Mr R complains about the information that Sofology Limited provided to him when he took out a furniture insurance policy. He believes the policy was mis-sold and said he was misinformed about how to position a recliner sofa, which resulted in the recliner motor... (8 pages)View decision