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 381082 results
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Decision Reference DRN-5672581
22 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5672581 The complaint Mr M is unhappy that HSBC UK Bank Plc declined his credit card account application. What happened Mr M applied online for a HSBC credit card, but his application was rejected by HSBC’s automated systems. Mr M wasn’t happy about this, and he was concerned that H... (3 pages)View decision -
Decision Reference DRN-5284630
22 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5284630 The complaint Mr C and Ms G are unhappy with the way AXA Insurance UK Plc settled a claim they made under their buildings insurance policy. Reference to AXA includes agents acting on its behalf. What happened Mr C and Ms G discovered a crack in their garage wall and made a ... (2 pages)View decision -
Decision Reference DRN-5614087
22 Jul 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5614087 The complaint Miss P complains Advantage Insurance Company Limited (“Advantage”) caused her distress and inconvenience through its handling of her claim on her property insurance policy. She says she had to chase Advantage regularly to keep things on track; it caused unreaso... (3 pages)View decision -
Decision Reference DRN-5539071
22 Jul 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5539071 The complaint Mrs B complains about how Financial Administration Services Limited (“Fidelity”) has administered her pension plan. What happened Mrs B holds pension savings with Fidelity. Her husband (who I will call Mr B) also holds investments with Fidelity and has made a s... (3 pages)View decision -
Decision Reference DRN-5670908
22 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5670908 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss H applied for an Aqua credit card in September 2022. In her application, Miss H said she w... (3 pages)View decision -
Decision Reference DRN-5622386
22 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5622386 The complaint Mr U complains that Capital One (Europe) plc closed his credit card accounts. What happened Mr U opened a credit card account with Capital One in July 2006. He opened a second credit card account with Capital One in March 2012. Mr U didn’t use the cards regular... (2 pages)View decision -
Decision Reference DRN-5698976
22 Jul 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5698976 The complaint Mrs S complains that Zopa Bank Limited calculated the remaining balance on her loan incorrectly, and that it failed to make reasonable adjustments when communicating with her. What happened I issued a provisional decision setting out what I thought about Mrs S’... (5 pages)View decision -
Decision Reference DRN-5331333
22 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5331333 The complaint Mr C has complained about the way Clydesdale Bank Plc trading as Virgin Money dealt with his request for money back. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But, to summarise... (5 pages)View decision -
Decision Reference DRN-5257868
22 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5257868 The complaint Mr C complains that Lloyds Bank PLC (“Lloyds”) didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr C is represented, but for ease of reading I will refe... (4 pages)View decision -
Decision Reference DRN-5422076
22 Jul 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5422076 The complaint Ms W complains that Aviva Life & Pensions UK Limited (Aviva) provided her with poor service after 17 May 2024. What happened Ms W held three personal pension plans with Aviva. In the first part of 2024, Ms W made a number of complaints to Aviva relating to ... (7 pages)View decision
