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 388057 results
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Decision Reference DRN-5455721
17 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5455721 The complaint Mr A complains that HSBC UK Bank Plc (“HSBC”) irresponsible lent him a credit card and acted unfairly when increasing the credit limit. He believes sufficient checks weren’t conducted. What happened In February 2019 Mr A applied for a balance transfer card wit... (4 pages)View decision -
Decision Reference DRN-5270880
17 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5270880 The complaint Mr P complains that Revolut Ltd won’t refund money he lost when he was a victim of an investment scam. Mr P is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to som... (5 pages)View decision -
Decision Reference DRN-5680869
17 Jul 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5680869 The complaint Mr and Mrs H complain that Red Sands Insurance Company (Europe) Limited hasn’t paid a claim under a warranty insurance policy. What happened Mr and Mrs H took out a warranty insurance policy for their orangery. This covered them for defective workmanship or fa... (5 pages)View decision -
Decision Reference DRN-5698273
17 Jul 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5698273 The complaint Mr M complains that information wasn’t disclosed to him during the sales process when he acquired a used car under a hire purchase agreement with Startline Motor Finance Limited (“Startline”). What happened The parties are familiar with the background of this ... (3 pages)View decision -
Decision Reference DRN-5541917
17 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5541917 The complaint Mr B and Mrs C are unhappy with the service Mrs C received from Admiral Insurance (Gibraltar) Limited and their decision to decline a claim she made on a travel insurance policy. What happened Mrs C was travelling with her young son, who has autism. Part of her... (3 pages)View decision -
Decision Reference DRN-5620248
17 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5620248 The complaint Miss N complains Lloyds Bank PLC unfairly closed her account and provided her with poor service. What happened Miss N held a Lloyds current account. On 23 October 2023 Miss N received two incoming payments – one for £742.99 and another for £639.99. These payme... (3 pages)View decision -
Decision Reference DRN-5503723
17 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5503723 The complaint Mr H complains that HSBC UK Bank Plc wrote to him asking him to reduce his overdraft usage and said it might reduce or remove his facility if he didn’t. What happened Mr H has held a current account with HSBC for several years with an arranged overdraft facilit... (2 pages)View decision -
Decision Reference DRN-5422049
17 Jul 2025 Monzo Bank Ltd Not upheldInvestmentsDRN-5422049 The complaint Ms O complains that while using the mobile application services of Monzo Bank Ltd, she was met with a notice suggesting she had applied for investment services and is concerned about the implications on her credit scoring. What happened Ms O was an existing cu... (2 pages)View decision -
Decision Reference DRN-5497151
17 Jul 2025 Marsh Finance Limited Not upheldConsumer CreditDRN-5497151 The complaint Miss S complains that Marsh Finance Finance Limited lent to her by accepting her for finance to purchase a car which she could not afford. And when she asked for assistance it did not help her. What happened Miss S applied for finance in September 2022. The se... (5 pages)View decision -
Decision Reference DRN-5694537
17 Jul 2025 Paratus AMC Limited Not upheldMortgagesDRN-5694537 The complaint Mr Y complaint that Paratus AMC Limited has overcharged interest on his mortgage. What happened In 2006 Mr Y took out a mortgage with High Street Home Loans a trading name of GMAC- RFC, which is now known as Paratus. I will refer to Paratus throughout this deci... (2 pages)View decision