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 371633 results
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Decision Reference DRN-5021685
23 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5021685 The complaint Mr D complains that Bank of Scotland plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened Mr D was introduced to an investment opportunity by... (3 pages)View decision -
Decision Reference DRN-5492074
23 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5492074 The complaint Mr and Mrs C have complained about Royal & Sun Alliance Insurance Plc’s refusal of a claim under the legal expenses insurance section of their home insurance policy. The policy is in joint names but, as the claim in question was made by Mr C, I will only re... (4 pages)View decision -
Decision Reference DRN-5634907
23 Jun 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5634907 The complaint Miss B is unhappy that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened In August 2022, Miss B was supplied with a used car through a hire purchase agreement with BMF. She... (5 pages)View decision -
Decision Reference DRN-5625544
23 Jun 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5625544 The complaint Mr C complains that Red Sands Insurance Company (Europe) Limited (“Red Sands”) declined his claim for the failure of sealed glazing units and a draught coming through bifold doors under his household warranty policy. When I mention Red Sands I also mean its sup... (3 pages)View decision -
Decision Reference DRN-5542223
23 Jun 2025 TSB Bank plc Not upheldMortgagesDRN-5542223 The complaint Mr and Mrs M complain that TSB Bank plc sent correspondence regarding their mortgage to an old address on multiple occasions. What happened Mr and Mrs M have a mortgage with TSB on a property they let out. Mrs M contacted TSB in early 2023 to update their corre... (2 pages)View decision -
Decision Reference DRN-5232237
23 Jun 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5232237 The complaint Mr A complains that a car supplied to him under a hire purchase agreement with Marsh Finance Limited (MFL) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision w... (6 pages)View decision -
Decision Reference DRN-5640458
23 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5640458 The complaint Miss B complains about the way Lloyds Bank PLC administered her current account and how it treated her when she was in financial difficulty. What happened Miss B previously held a student current account with Lloyds, which was later converted to a regular curre... (4 pages)View decision -
Decision Reference DRN-5555607
23 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5555607 The complaint Mr M has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In November 2023 one of Mr M’s accounts with HSBC received £7,272. 17 payments were made the same day to two other named account... (3 pages)View decision -
Decision Reference DRN-5542427
23 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5542427 The complaint Miss R has complained Santander UK plc won’t refund her for a cash machine withdrawal that wasn’t successfully completed. What happened In October 2024 Miss R used a cash machine outside a local supermarket to withdraw £230. She was concerned at a notice displa... (3 pages)View decision -
Decision Reference DRN-5499489
23 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5499489 The complaint Mr M complains Vanquis Bank Limited lent to him irresponsibly when they approved his application for a credit card. What happened Mr M complains Vanquis failed to carry out adequate checks when making the lending decision below: Date Credit limit 22 January 2... (3 pages)View decision
