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 381082 results
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Decision Reference DRN-5786506
23 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5786506 The complaint Mr M, Mrs Y and Mrs Y1 complain about the difficulties they had making a claim against their travel insurance policy with Inter Partner Assistance SA. Reference to IPA includes its agents. Mr M, Mrs Y and Mrs Y1 have subsequently made a further complaint about... (3 pages)View decision -
Decision Reference DRN-5782711
23 Sep 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5782711 The complaint Mr R complains that Yorkshire Building Society (YBS) didn’t give him sufficient warning when he transferred money from his current ISA to his new ISA, that he would lose his ISA tax allowance for the year. He also says that when he discussed this with YBS they ... (2 pages)View decision -
Decision Reference DRN-5742896
23 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5742896 The complaint Miss M complains about a repair by Admiral Insurance (Gibraltar) Limited’s approved repairer following a claim on her motor insurance. What happened Miss M had an Admiral motor insurance policy. In September 2023, its approved repairer fixed her car following a... (3 pages)View decision -
Decision Reference DRN-5707938
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5707938 The complaint Mr P complains HSBC UK Bank Plc treated him unfairly when it recorded a false application marker with Cifas (a fraud database). He’d like HSBC to delete the entry against him. What happened Mr P applied for an account with HSBC in February 2021, but after the b... (2 pages)View decision -
Decision Reference DRN-5579381
23 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5579381 The complaint Miss B is unhappy with the quality of a car financed using a hire purchase agreement from Lendable Ltd trading as Autolend. What happened In June 2024 Miss B entered into a hire purchase agreement with Lendable for a used car. The car was around eight years old... (3 pages)View decision -
Decision Reference DRN-5816212
23 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5816212 The complaint Mr W complains TSB Bank plc (“TSB”) closed his account and did so without explanation. Mr W is also unhappy that TSBC said it was sorry to see him go after TSB had instigated the closure, and that it caused substantive delay in handling his complaint. To put th... (2 pages)View decision -
Decision Reference DRN-5832442
23 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5832442 The complaint Ms W is unhappy with how Bank of Scotland plc trading as Halifax (“Halifax”) dealt with her payment disputes and how they treated her as a customer. What happened I will include a brief summary of the complaint below. Ms W contacted Halifax about several paym... (5 pages)View decision -
Decision Reference DRN-5823453
23 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5823453 The complaint Miss P complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her from a scam and would like it to refund her the money she has lost as a result. What happened Miss P received a phone call from an individual pretending to be a represen... (4 pages)View decision -
Decision Reference DRN-5623434
23 Sep 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5623434 The complaint Admiral Financial Services Limited provided Miss M with a £3,000 loan in 2023, and it had a 24-month term. The total amount repayable was £4,225.20 with monthly repayments of £176.05. Miss M says the loan was provided irresponsibly. What happened The details o... (2 pages)View decision -
Decision Reference DRN-5803643
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5803643 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has treated him unfairly about a transaction on his credit card for car repairs. What happened In October 2024, Mr A paid a total of £1,086 to a merchant, who I’ll call M, to have re... (3 pages)View decision
