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-5644469
25 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5644469 The complaint Mr F complains that HSBC UK Bank Plc (‘HSBC’) reversed payments from his account and unfairly registered a default on his credit file. What happened Mr F held a graduate account with HSBC with an arranged overdraft facility. In June 2024, Mr F received four pa... (4 pages)View decision -
Decision Reference DRN-5583165
25 Nov 2025 Idealing.com Limited Not upheldInvestmentsDRN-5583165 The complaint The estate of Mrs S (‘the estate’) complains that Idealing.com Limited (‘ID’) refused to make a payment by CHAPS and so caused delay and increased costs for the estate It also ID failed to provide information needed for the administration of the estate. This co... (6 pages)View decision -
Decision Reference DRN-5954532
25 Nov 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5954532 The complaint Mr O complains that Aviva Life & Pensions UK Limited (Aviva) caused an avoidable delay when he wanted to take the benefits from his personal pension plans. And that this has led to a financial loss. What happened Mr O had six personal pension plans with Avi... (5 pages)View decision -
Decision Reference DRN-5974968
25 Nov 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5974968 The complaint Mr A complains Clydesdale Financial Services Limited, trading as Barclays Partner Finance (‘the Lender’), unfairly declined a claim he made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened Mr A purchased membership of a timeshare (the ‘Fr... (3 pages)View decision -
Decision Reference DRN-5764103
25 Nov 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-5764103 The complaint Mr and Mrs B have complained that Sainsbury’s Bank Plc (‘Sainsbury’) misinformed them in relation to a claim under their home emergency insurance policy. What happened Mr and Mrs B originally purchased a policy with Sainsbury’s in 2021 and opted for home emerge... (3 pages)View decision -
Decision Reference DRN-5966542
25 Nov 2025 Black Horse Limited UpheldConsumer CreditDRN-5966542 The complaint Mrs L is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (Black Horse) was of an unsatisfactory quality. What happened In June 2022 Mrs L was supplied with a new car through a ... (4 pages)View decision -
Decision Reference DRN-5974496
25 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5974496 The complaint Ms K complains about the response of U K Insurance Limited (‘UKI’) to her home insurance (contents) claim. UKI are the underwriters (insurers) of this policy. Some of Ms K’s dissatisfaction relates to the actions of agents that were acting on behalf of UKI. As ... (4 pages)View decision -
Decision Reference DRN-5759146
25 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5759146 The complaint Mr M complains that Capital One (Europe) plc (“Capital One”) irresponsibly provided him with a credit card. What happened Capital One provided Mr M with a credit card and a limit of £1,000 in April 2023. I understand the credit limit wasn’t increased. Mr M com... (4 pages)View decision -
Decision Reference DRN-5935271
25 Nov 2025 ST. JAMES'S PLACE UK PLC Not upheldInvestmentsDRN-5935271 The complaint Mrs R and Ms H (‘the trustees’) as trustees of the H Trust complain that St. James’s Place UK PLC (‘SJP’) failed to issue certificates and sent post to wrong addresses. In making this complaint Mrs R and Ms H have been represented by Mr R. For simplicity I’ve r... (3 pages)View decision -
Decision Reference DRN-5956396
25 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5956396 The complaint Mr L has complained to HSBC UK Bank Plc (“HSBC”) about an overdraft facility that HSBC continued to make available to him, going forward from August 2024. He says HSBC didn’t do enough to safeguard him from the heavy level of gambling that was visible on his a... (4 pages)View decision
