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 383541 results
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Decision Reference DRN-5663289
2 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5663289 The complaint K, a residents’ association, complains that HSBC UK Bank Plc hasn’t updated its mandate as requested and has placed an inhibition on its account. What happened K says that its’ members agreed at an Extraordinary General Meeting on 2 April 2022 that its’ chair a... (3 pages)View decision -
Decision Reference DRN-5561020
2 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5561020 The complaint Mr S complains that Inter Partner Assistance SA (IPASA) caused further damage to his van when it was recovered following a claim made on his roadside assistance motor insurance policy. He wants it to contribute towards the costs of repairs. What happened Mr S’... (3 pages)View decision -
Decision Reference DRN-5289054
2 Jul 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5289054 The complaint Mr R is unhappy about the quality of a car supplied to him by Blue Motor Finance Limited (“BMF”) under a hire purchase agreement. What happened The parties are familiar with the background to this complaint – so I will only summarise it briefly here. Mr R ent... (3 pages)View decision -
Decision Reference DRN-5619509
2 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5619509 The complaint Mr A complains that HSBC UK Bank plc won’t refund to him the £36.95 that he was charged for a car advert. What happened Mr A was charged £36.95 for a car advert and that amount was debited from his account with HSBC Bank in January 2024. Mr A contacted HSBC Ban... (2 pages)View decision -
Decision Reference DRN-5665120
2 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5665120 The complaint Mr A complains that Santander UK Plc (‘Santander’) won’t refund losses he incurred as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as fo... (4 pages)View decision -
Decision Reference DRN-5606702
2 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5606702 The complaint Mr H complains about the personal information that Nationwide Building Society requested from him for his credit card account. What happened Mr H has a credit card account with Halifax and he says that when checking his account balance on his banking app he was... (3 pages)View decision -
Decision Reference DRN-5647377
2 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5647377 The complaint Mr M complains that HSBC UK Bank Plc is unable to trace a joint account he held with his ex-wife. What happened In June 2024 Mr M was notified that his ex-wife had died. He had held a joint account with her which in 1997 was frozen by HSBC as the parties couldn... (2 pages)View decision -
Decision Reference DRN-5522499
2 Jul 2025 Vitality Health Limited Not upheldInsuranceDRN-5522499 The complaint Mr D complains that Vitality Health Limited declined a claim for a CT scan under his private health insurance policy. What happened Mr D held a private health insurance policy which was provided by Vitality. He made a claim for a knee operation which took plac... (2 pages)View decision -
Decision Reference DRN-5160038
2 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5160038 The complaint Mr M complains about the process National Westminster Bank Plc (‘NatWest’) followed when he asked for a cash withdrawal from his current account. He says the branch staff were rude and unprofessional. What happened Mr M went into his local NatWest branch to wit... (2 pages)View decision -
Decision Reference DRN-5600950
2 Jul 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5600950 The complaint A limited company, which I will refer to as E, complains about the decision of Ageas Insurance Limited in relation to E’s business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended only as a summary... (4 pages)View decision
