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 380824 results
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Decision Reference DRN-5625805
14 Jul 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5625805 The complaint Miss M complains about the amount that she had to pay to HSBC UK Bank plc, trading as first direct, for the early settlement of a loan. What happened Miss M entered into a fixed sum loan agreement with first direct that she electronically signed in June 2023 fo... (3 pages)View decision -
Decision Reference DRN-5548867
14 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5548867 The complaint Mr W complains about the quality of a used car he acquired through a conditional sale agreement with Moneybarn No. 1 Limited trading as Moneybarn (‘Moneybarn’). Mr W says the car wasn’t of satisfactory quality, and he would like compensation for this. What hap... (3 pages)View decision -
Decision Reference DRN-5580465
14 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5580465 The complaint Ms C and Mr W complain about Inter Partner Assistance SA’s (IPA) settlement of their travel insurance claim. My references to IPA include its agents. What happened Ms C and Mr W had an annual multi-trip travel insurance policy insured by IPA. They were due to ... (3 pages)View decision -
Decision Reference DRN-5654270
14 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5654270 The complaint Mr C has complained HSBC UK Bank Plc trading as first direct (“First Direct”) credited money into a savings account rather than return two payments back to the sender. Mr C has also complained that First Direct didn’t then send the money to him by cheque. What ... (3 pages)View decision -
Decision Reference DRN-5688017
14 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5688017 The complaint Miss D complains about how Royal & Sun Alliance Insurance Limited (RSA) handled a claim on her buildings insurance policy. Throughout the complaint process, Miss D has had a representative helping her. In this decision, any reference to Miss D includes the ... (3 pages)View decision -
Decision Reference DRN-5690051
14 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5690051 The complaint Mr K complains Santander UK Plc has blocked his account on multiple occasions whilst he was stuck abroad causing him irreparable and significant damage to his physical and mental health. What happened Mr K has had accounts with Santander for over 20 years. He s... (4 pages)View decision -
Decision Reference DRN-5692004
14 Jul 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5692004 The complaint Mr K complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence into the introducer before accepting business from it and on the investment before accepting it into his Self-Invested Personal Pension (‘SIPP’), cau... (36 pages)View decision -
Decision Reference DRN-5577124
14 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5577124 The complaint Mr G complains TSB Bank plc doesn’t send one-time passcodes to his mobile when he tries to access his account online or make an online payment. What happened Mr G had a current account with TSB into which two pensions – one small, one larger – were paid. He now... (2 pages)View decision -
Decision Reference DRN-5674661
14 Jul 2025 Aviva Protection UK Limited Not upheldInsuranceDRN-5674661 The complaint Miss O on behalf of the estate of Mr O complain that Aviva Protection UK Limited have proportionately settled a claim on Mr O’s life assurance policy. What happened Mr O took out a life assurance policy with Aviva in February 2023. Mr O was diagnosed with a ter... (3 pages)View decision -
Decision Reference DRN-5691588
14 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5691588 The complaint Mr S complains that Barclays won’t refund money he lost when he fell victim to an investment scam. What happened In March 2021, following an introduction by a friend, Mr S made a payment of £10,000 from his Barclays account in connection with an investment opp... (9 pages)View decision
