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 386796 results
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Decision Reference DRN-5831370
25 Nov 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5831370 The complaint Ms C’s complaint relates to a cash ISA she had with Yorkshire Building Society. Ms C is unhappy that the interest earned on the ISA was not paid into her account with another bank in April 2024 and 2025, as it should have been. She does not believe the £500 com... (2 pages)View decision -
Decision Reference DRN-5846608
25 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5846608 The complaint Mr S believes HSBC UK Bank Plc acted irresponsibly when it increased his credit card limit. What happened In May 2020 Mr S applied for a credit card with HSBC. This application was approved with a credit limit of £1,000. The credit limit was subsequently incre... (5 pages)View decision -
Decision Reference DRN-5974028
25 Nov 2025 Loan.Co.UK Limited UpheldMortgagesDRN-5974028 The complaint Mrs A’s complaint is about the advice she received from LOAN.CO.UK LIMITED trading as Loan.co.uk in 2023 to take out a mortgage on her unencumbered home. She believes that the mortgage was mis-sold as she told Loan.co.uk that her bank statements would show gamb... (8 pages)View decision -
Decision Reference DRN-5755503
25 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5755503 The complaint Mrs C complains about the actions of esure Insurance Limited (‘esure’) when responding to a claim she made under her motor insurance policy. Some of Mrs C’s dissatisfaction is about the actions of agents acting on behalf of esure. As esure have accepted respons... (3 pages)View decision -
Decision Reference DRN-5947436
25 Nov 2025 Motability Operations Limited UpheldConsumer CreditDRN-5947436 The complaint Mrs M complains about the quality of a car she has been financing through an agreement with Motability Operations Limited (Motability). What happened Mrs M took receipt of a new car in December 2024. She financed the deal through an agreement with Motability. T... (2 pages)View decision -
Decision Reference DRN-5962795
25 Nov 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5962795 The complaint Mr D has complained about the way BUPA Insurance Limited handled a claim he made on a private medical insurance policy. What happened Mr D was injured playing sport in April 2025. He was mistakenly told that, prior to receiving authorisation to see a consultan... (3 pages)View decision -
Decision Reference DRN-5974001
25 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5974001 The complaint Mr G is unhappy with the proportionate settlement he received on his claim from INTACT INSURANCE UK LIMITED (“INTACT”) under his home insurance policy. What happened Mr G made a claim that was then reviewed and validated by INTACT. Following the review and vali... (3 pages)View decision -
Decision Reference DRN-5931965
25 Nov 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5931965 The complaint This complaint is about an expired interest-only mortgage that Mr V holds with The Mortgage Business Plc trading as TMB. The complaint relates primarily to how TMB has dealt with Mr V’s requests for help during an extended period of financial hardship, most rec... (4 pages)View decision -
Decision Reference DRN-5927723
25 Nov 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5927723 The complaint Miss C complains TSB Bank plc (“TSB”) closed her accounts without consent nor warning and have unfairly withheld her funds. Miss C adds that despite her numerous attempts by phone and letter she’s been unable to reclaim her funds, and TSB made an unreasonable d... (5 pages)View decision -
Decision Reference DRN-5903265
25 Nov 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5903265 The complaint Mr M complains about the service he received from Cynergy Bank Plc (“Cynergy”) when transferring his ISA to it. In particular, Mr M is unhappy that Cynergy failed to query why the amount of funds received didn’t match the amount requested which he believes cont... (3 pages)View decision
