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 367300 results
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Decision Reference DRN-5111840
19 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5111840 The complaint Mr D complains that American Express Services Europe Limited (AESEL) reversed a refund it credited to his account in relation to a dispute over goods not delivered. He would like the money refunded. What happened The details of this complaint are well known to... (2 pages)View decision -
Decision Reference DRN-5407097
19 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5407097 The complaint Mr H complains about the security questions he was asked by HSBC UK Bank Plc when raising a query about his account, and about the various advisers he spoke to when he followed through with the complaint process. What happened Mr H initially contacted HSBC in l... (3 pages)View decision -
Decision Reference DRN-5327702
19 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5327702 The complaint Mr N complains that Lloyds Bank PLC’s ‘use it or lose it’ campaign is discriminatory. What happened Mr N holds a Lloyds credit card. He is unhappy that Lloyds told him that it would close his credit card account if he didn’t either call to say he wanted to keep... (2 pages)View decision -
Decision Reference DRN-5319016
19 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5319016 The complaint A company, which I’ll refer to as ‘M’ complains U K Insurance Limited (“UKI”) has unfairly declined their insurance claim. Mr O has brought the complaint on behalf of M. So, I will refer to him below where necessary. All references to UKI also include its appoi... (3 pages)View decision -
Decision Reference DRN-5078091
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5078091 The complaint Mr C is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened In December 2023, Mr C saw an advert on social media. A famous investor claimed to have made significant amounts of money from trading in cryptocurrency. He responded to t... (11 pages)View decision -
Decision Reference DRN-5408367
19 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5408367 The complaint Mr F complains about the service he received from U K Insurance Limited trading as Churchill (“UKI”) after he made a claim under his motor insurance policy. What happened In early 2024, Mr F made a claim under his motor insurance policy with UKI after his car w... (4 pages)View decision -
Decision Reference DRN-5197174
19 Mar 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5197174 The complaint Miss L complains First Central Underwriting Limited is unfairly attempting to recover a third-party claim settlement cost from her. What happened Miss L’s car was insured by First Central. In early May 2022 Mr Y, whilst driving it, damaged a parked third party... (4 pages)View decision -
Decision Reference DRN-5400390
19 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5400390 The complaint Mr and Mrs V complain that Topaz Finance Limited trading as Hessonite Mortgages has asked them to pay a debt which they believe was settled in 2004. What happened Mr and Mrs V took out a mortgage with Northern Rock in April 2002. There were two parts to this mo... (4 pages)View decision -
Decision Reference DRN-5302094
19 Mar 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5302094 The complaint Mr P and Mrs P complain about AA Underwriting Insurance Company Limited (“AAIC”) and the decision not to complete further repair work after initial repair works failed, leaving their property with mould. Mrs P has acted as the main representative during the cla... (4 pages)View decision -
Decision Reference DRN-5408094
19 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5408094 The complaint Miss C complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I... (4 pages)View decision
