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 392389 results
-
Decision Reference DRN-6055156
7 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6055156 The complaint Mr R complains that HSBC UK Bank Plc won’t refund money he says he lost to an investment scam. Mr R is professionally represented, however, to keep things simple, I’ll refer to Mr R throughout my decision. What happened The details of the complaint are well kno... (2 pages)View decision -
Decision Reference DRN-5903201
7 Jan 2026 HFIS Limited Not upheldInsuranceDRN-5903201 The complaint Mr F complains HFIS Limited trading as Hamilton Fraser gave hm poor advice about his professional indemnity insurance, as a result of which he has been left without cover for a claim against him. What happened Mr F is a medical practitioner. He took professiona... (3 pages)View decision -
Decision Reference DRN-5995089
7 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5995089 The complaint Mrs W is unhappy that American Express Services Europe Limited (“AmEx”) won’t reimburse historical yearly account membership fees for an account she believed she had cancelled in 2023, or with the service she’s received from AmEx surrounding her complaint about... (3 pages)View decision -
Decision Reference DRN-5799522
7 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5799522 The complaint Mr J complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr J was approved for a Virgin Money credit card in April 2022, with a £3,000 credit limit. Mr J says that this was irresponsibly lent to him. Mr J made a c... (3 pages)View decision -
Decision Reference DRN-5550790
7 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5550790 The complaint Mr H complains that HSBC UK Bank Plc won’t refund money he lost to a scam. Mr H’s complaint is brought to this service through a professional representative. But for ease of reading I’ll mostly just refer directly to Mr H. What happened The detailed backgroun... (4 pages)View decision -
Decision Reference DRN-6059417
7 Jan 2026 Currys Group Limited UpheldInsuranceDRN-6059417 The complaint Mr M has complained about the way Currys Group Limited dealt with a claim he made under a warranty care agreement. What happened Mr M held a warranty care agreement with Currys since 2017. In October 2024 he made a claim for a damaged TV. The TV was a 3D TV. Mr... (4 pages)View decision -
Decision Reference DRN-6016958
7 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6016958 The complaint A representative of S has complained that Santander UK PLC (“Santander”) froze its account without any warning. S says that it then took around a month to get Santander to unfreeze its account. What happened On 29 July 2025, a director of S discovered that S’s ... (3 pages)View decision -
Decision Reference DRN-5839683
7 Jan 2026 esure Insurance Limited UpheldInsuranceDRN-5839683 The complaint Mr V complains that esure Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in about 2017. It was a two-door version of a model which wa... (3 pages)View decision -
Decision Reference DRN-5955540
7 Jan 2026 AmTrust Specialty Limited Not upheldInsuranceDRN-5955540 The complaint Mr P complains that AmTrust Specialty Limited declined his claim against his travel insurance policy. Reference to AmTrust includes its agents. What happened Mr P bought a single trip travel insurance policy and paid an additional premium for gadget cover whic... (3 pages)View decision -
Decision Reference DRN-5857415
7 Jan 2026 Lexham Insurance Consultants Limited Not upheldInsuranceDRN-5857415 The complaint Mr S complains about how Lexham Insurance Consultants Limited (“Lexham”) handled his application for cover regarding his No Claims Discount it could apply to his motorcycle insurance policy. What happened Mr S arranged to buy a motorcycle insurance policy throu... (3 pages)View decision