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 369227 results
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Decision Reference DRN-4913272
20 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4913272 The complaint Mrs W complains HSBC UK Bank Plc (“HSBC”) didn’t do enough to protect her when she fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint so I’ll only summarise the details here. Mrs W said her mortgage adviser ... (3 pages)View decision -
Decision Reference DRN-5566051
20 Jun 2025 TenetLime Limited Not upheldInsuranceDRN-5566051 The complaint Mrs M has complained that she was mis-sold a Life and Critical Illness Cover (‘CIC’) policy by TenetLime Limited, trading as PRIMIS Mortgage Network (‘Tenet’). To put the matter right Mrs M wants redress equivalent to the full policy amount of £50,000 plus comp... (8 pages)View decision -
Decision Reference DRN-5434669
20 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5434669 The complaint Mr B complains that NewDay Ltd trading as Marbles (“NewDay”) lent him a credit card that wasn’t affordable for him. What happened In December 2020 Mr B applied for a credit card with NewDay. The application was approved, and he was provided with an initial lim... (3 pages)View decision -
Decision Reference DRN-5200086
20 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5200086 The complaint Mr and Mrs C are unhappy with Lloyds Bank PLC’s (‘Lloyds’) handling of their request to cancel a continuous payment authority. What happened In late 2023, Mr and Mrs C said they were tricked into signing up to a continuous payment authority (‘CPA’). They said t... (2 pages)View decision -
Decision Reference DRN-5142703
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5142703 The complaint Mr M says Santander UK Plc (‘Santander’), didn’t do enough to help when he fell victim to a scam. He says Santander should reimburse the money he lost. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them br... (5 pages)View decision -
Decision Reference DRN-5570843
20 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5570843 The complaint Mrs H complains that HSBC UK Bank Plc failed to advise her properly in dealing with an international payment. She is represented by her son, Mr H What happened On 14 November 2024, Mrs H says that she attended a branch of HSBC, in order to transfer £1,500 into ... (3 pages)View decision -
Decision Reference DRN-5637419
20 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5637419 The complaint Mr W complains Lloyds Bank PLC didn’t do enough to help get a refund for a transaction he made using his debit card. What happened In June 2024 after arrival at an airport in Turkey, Mr W arranged for a merchant, I’ll refer to as “M”, to provide transport betw... (6 pages)View decision -
Decision Reference DRN-5596462
20 Jun 2025 Grove & Dean Ltd UpheldInsuranceDRN-5596462 The complaint Mrs M has complained that Grove & Dean Ltd trading as Performance Direct (G & D) unfairly charged a cancellation fee when it cancelled her car insurance policy. Mrs M is being represented in her complaint. She says G & D didn’t make it clear as to w... (4 pages)View decision -
Decision Reference DRN-5509975
20 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5509975 The complaint Mr and Mrs L complain that Admiral Insurance (Gibraltar) Limited withdrew cover under their travel insurance policy. What happened Mr and Mrs L took out an annual multi-trip travel insurance policy with Admiral. The policy cover period was from 25 April 2024 u... (2 pages)View decision -
Decision Reference DRN-5512100
20 Jun 2025 Experian Limited Not upheldConsumer CreditDRN-5512100 The complaint Mr C complains Experian Limited is incorrectly reporting a Bankruptcy Restriction Undertaking (BRU) on his credit file after it ended. What happened Mr C entered a BRU in January 2020. It ended in July 2023 and has now been removed from the Insolvency Register... (2 pages)View decision
