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 380824 results
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Decision Reference DRN-5150594
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5150594 The complaint Mr L complains HSBC UK Bank Plc trading as first direct (“first direct”) won’t refund the full amount of money he lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspicious such that first d... (2 pages)View decision -
Decision Reference DRN-5712945
29 Aug 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5712945 The complaint Mr and Mrs M complain about delays in AXA Insurance UK Plc’s handing of a claim they made on their commercial buildings insurance policy. Reference to AXA includes its agents. What happened Mr and Mrs M held a commercial insurance policy with AXA. Following dam... (2 pages)View decision -
Decision Reference DRN-5595316
29 Aug 2025 Safe World Insurance Group (UK) Ltd Not upheldInsuranceDRN-5595316 The complaint Mr B has complained about the way Safe World Insurance Group (UK) Ltd (“Safe World”) has dealt with a claim he made under his building guarantee policy. What happened Mr B had external wall insulation (EWI) installed at his property in 2019. In March 2024, he g... (3 pages)View decision -
Decision Reference DRN-5783851
29 Aug 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5783851 The complaint Mrs D complains, with the help of a professional third party, about the advice and service she has received from St. James's Place Wealth Management Plc (‘SJP’). Mrs D says the advice she received to switch pension providers and set up an investment ISA wa... (9 pages)View decision -
Decision Reference DRN-5573125
29 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5573125 The complaint Mr D, through his representative, complains that Black Horse Limited lent to him irresponsibly when it approved two agreements to finance vehicle purchases in 2017 and 2019. What happened Mr D took two car finance agreements with Black Horse and here is a brief... (4 pages)View decision -
Decision Reference DRN-5234178
29 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5234178 The complaint Mr and Miss N complain that Royal Bank of Scotland plc (RBS) didn’t notify them that their platinum account didn’t pay interest. What happened Mr and Miss N had a platinum account with RBS. This RBS account - a packaged bank account - had been open since 2006 an... (6 pages)View decision -
Decision Reference DRN-5784446
29 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5784446 The complaint Miss B has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) started charging her a monthly fee for a Select Platinum packaged account. Miss B is unhappy with this because, when she left NatWest, she says she was told she’d get the S... (4 pages)View decision -
Decision Reference DRN-5775740
29 Aug 2025 Millennium Insurance Company Limited UpheldInsuranceDRN-5775740 The complaint Mr S has complained about the service provided by Millenium Insurance Company Limited (‘Millenium’) in relation to his boiler under his home emergency insurance policy. For the avoidance of doubt, the term ‘Millenium’ includes its agents and representatives for... (5 pages)View decision -
Decision Reference DRN-5330394
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5330394 The complaint Mr C complains that HSBC UK Bank Plc won’t refund money he said he lost to a scam. What happened In summary, In July and August 2024 Mr C made payments of approximately £3,132.42 towards what he thought was a legitimate cryptocurrency investment. He said he was... (2 pages)View decision -
Decision Reference DRN-5784441
29 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5784441 The complaint Mrs C complains Lloyds Bank Plc acted unfairly by not refunding a payment she made using her debit card. What happened In June 2024 Mrs C placed an order for a bathroom suite from a company I’ll refer to as B. She paid a total of £11,080 for a shower, vanity un... (4 pages)View decision
