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
-
Decision Reference DRN-5723600
2 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5723600 The complaint Miss P complains HSBC UK Bank PLC has removed a credit from her account incorrectly which has left her overdrawn. She doesn’t think it’s treated her fairly. What happened A summary is below. Miss P holds an account with HSBC. In February 2025, she raised a disp... (2 pages)View decision -
Decision Reference DRN-5223303
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5223303 The complaint Ms H complains Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened Ms H complains Revolut Ltd won’t reimburse the money that she lost when she fell victim to an investment scam. Revolut investigated the complaint but didn’t upho... (2 pages)View decision -
Decision Reference DRN-5500726
2 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5500726 The complaint Mr H and Mrs H complain about the way Intact Insurance UK Limited (‘Intact’) handled an escape of water claim they made on their home insurance policy. Mrs H has acted as the main representative during the claim and complaint process. So, for ease of reference... (3 pages)View decision -
Decision Reference DRN-5782713
2 Sep 2025 Intrum UK Limited Not upheldConsumer CreditDRN-5782713 The complaint Mr B complains that Intrum UK Limited (Intrum) have treated him unfairly by rereporting a default on his credit file which had previously been removed. What happened Mr B’s complaint centres around a loan account he took out with a business I’ll refer to as Z. ... (3 pages)View decision -
Decision Reference DRN-5786180
2 Sep 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5786180 The complaint Mr D, who has a visual impairment, complains that Equiniti Financial Services Limited failed to adequately signpost the adjustments that they were able to make to their share dealing service in a timely manner that could assist him when using their offering. W... (7 pages)View decision -
Decision Reference DRN-5722981
2 Sep 2025 United Trust Bank Limited Not upheldMortgagesDRN-5722981 The complaint Miss R complains about the additional interest and fees that United Trust Bank Limited applied to her mortgage account. What happened Miss R took out a mortgage with UTB in early 2021 for £32,990.00 repayable over 30 years. In November 2024 Miss R got a redemp... (3 pages)View decision -
Decision Reference DRN-5791899
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5791899 The complaint Mr C complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr C said he was looking for work w... (5 pages)View decision -
Decision Reference DRN-5790733
2 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5790733 The complaint Mr I complains about AXA PPP Healthcare Limited’s decision to turn down his private medical insurance claim, and its refusal to cover the cost of an MRI scan. What happened On 6 October 2023, Mr I joined his employer’s private medical insurance scheme. The sch... (5 pages)View decision -
Decision Reference DRN-5773950
2 Sep 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5773950 The complaint Mr M complains that Great Lakes Insurance UK Limited declined his travel insurance claim. My references to Great Lakes include its claims handling agent. What happened Mr M had an annual travel insurance policy insured by Great Lakes. He complains that Great L... (3 pages)View decision -
Decision Reference DRN-5707736
2 Sep 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5707736 The complaint Mr I complains that the correct Vehicle Exercise Duty (VED) was not incorporated into the order for a car he was financing through an agreement brokered by Volvo Car UK Limited (Volvo). What happened The detailed background to this complaint is well known to bo... (2 pages)View decision
