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 371485 results
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Decision Reference DRN-5609920
9 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5609920 The complaint Mr W complains Barclays Bank UK PLC trading as Barclaycard unfairly requested further information and won’t consider his Section 75 claim without it. What happened In February 2024, Mr W bought a laptop from a company I’ll call “C”, paying in part with his Bar... (3 pages)View decision -
Decision Reference DRN-5287258
9 Jun 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5287258 The complaint Mr W complains that Zurich Assurance Ltd mis-sold him a Personal Retirement Plan (“PRP”) in June 1988. He says that the value of the plan has been reduced to zero and isn’t paying the benefits that he was promised in retirement. What happened Mr W’s pension pla... (3 pages)View decision -
Decision Reference DRN-5609647
9 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5609647 The complaint Mrs B complains HSBC UK Bank Plc, trading as first direct (‘First Direct’), hasn’t reimbursed her following an authorised push payment (‘APP’) investment scam she fell victim to. She says First Direct should reimburse her for the money she lost. In bringing he... (7 pages)View decision -
Decision Reference DRN-5609879
9 Jun 2025 Avantia Insurance Limited UpheldInsuranceDRN-5609879 The complaint Ms S is unhappy as she thinks Avantia Insurance Limited (“Avantia”) took receipt of her premium without arranging her home insurance cover. Avantia were acting as broker in the arrangement. What happened Following receipt of an invitation to renew her policy, M... (3 pages)View decision -
Decision Reference DRN-5332273
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5332273 The complaint Mr J complains that Revolut Ltd did not refund the money he lost to a scam. What happened Mr J was browsing on social media and came across an investment opportunity with a company I’ll refer to as ‘X’. He clicked onto the website which appeared to be professio... (4 pages)View decision -
Decision Reference DRN-5609806
9 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5609806 The complaint With the help of a professional representative (PR) Mr N complains that HSBC UK Bank Plc lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr N. What happened Mr N has had a current account with HSBC since May 199... (5 pages)View decision -
Decision Reference DRN-5571584
9 Jun 2025 Society of Lloyd's Not upheldInsuranceDRN-5571584 The complaint Mr H complains Society of Lloyd’s (SoL) haven’t covered all of the damage to his boat after he made a claim under his marine insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In... (3 pages)View decision -
Decision Reference DRN-5570579
9 Jun 2025 Lemonade Insurance N.V. Not upheldInsuranceDRN-5570579 The complaint Mrs M is unhappy Lemonade Insurance N.V (Lemonade) declined the claim she made under her home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In November 2024 Miss M returned ... (2 pages)View decision -
Decision Reference DRN-5609353
9 Jun 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5609353 The complaint Mr J complains that PayPal UK Ltd (‘PayPal’) didn’t report his account information accurately to the Credit Reference Agencies (‘CRAs’) following his bankruptcy. Mr J would like his credit file amending. What happened Mr J was adjudged bankrupt on 6 June 2023... (4 pages)View decision -
Decision Reference DRN-5399888
9 Jun 2025 Pepper (UK) Limited Not upheldMortgagesDRN-5399888 The complaint Mr and Mrs K complain that Pepper (UK) Limited trading as Engage Credit: 1. Applied an interest rate that was too high. 2. Applied charges and additional interest that were unfair. 3. Declined their request for a new mortgage product 4. Concealed commission it ... (3 pages)View decision
