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-5327823
18 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5327823 The complaint Mr T complains that Santander UK Plc hasn’t honoured its commitment under the Santander Boosts service and wishes them to do so. What happened Mr T holds a current account with Santander and has used its Boosts service. In May 2024 Mr T wished to buy a new lapt... (3 pages)View decision -
Decision Reference DRN-5406481
18 Mar 2025 Rock Insurance Services Limited Not upheldInsuranceDRN-5406481 The complaint Mr G has complained that his travel insurance broker, Rock Insurance Services Limited trading as Insurefor.Com (‘Insurefor’) mis-sold him his policy. Mr G’s complaint was brought to us by his representative Mrs G but for ease I will refer to her comments as Mr... (4 pages)View decision -
Decision Reference DRN-5361409
18 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5361409 The complaint Mr W complains that Vanquis Bank Limited was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with statutory interest. Mr W is represented by a third party but for ease of reference I have referred to Mr W throug... (3 pages)View decision -
Decision Reference DRN-5052860
18 Mar 2025 BISL Limited Not upheldInsuranceDRN-5052860 The complaint Mr and Mrs W complains BISL Limited didn’t offer them a home insurance renewal. Mrs W and Mr W are both complainants. Mrs W has been the main correspondent for the complaint, so for ease of reading I only refer to her. What happened As an insurance broker, BI... (2 pages)View decision -
Decision Reference DRN-4857027
18 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4857027 The complaint Miss C complains about a decision taken by Santander to not submit, on her behalf, two chargeback claims. What happened My provisional decision of 26 February 2025 set out the background to this complant: Miss C paid a supplier that I will call “D” £700 for a s... (4 pages)View decision -
Decision Reference DRN-5246477
18 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5246477 The complaint L, a charity, complains that Wise Payments Limited unreasonably closed their account without any notice or explanation. They would like the account reopened. What happened L held an account with Wise for several years. In July 2024 L let Wise know they expect... (2 pages)View decision -
Decision Reference DRN-5328988
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5328988 The complaint Mr D complains that HSBC UK Bank Plc unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr D had an account with HSBC. Between 28 and 29 October 2023, 11 payments totalling more than £4,000 from four individuals, I will... (4 pages)View decision -
Decision Reference DRN-5321421
18 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5321421 The complaint Mr C has complained, via his professional representatives, about a transfer of his ReAssure Limited personal pension to an occupational pension in August 2014. Mr C says that his pension funds were invested in ‘unregulated investments’ and that he has lost out ... (10 pages)View decision -
Decision Reference DRN-4904487
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4904487 The complaint Mr S and Mrs O are unhappy HSBC UK Bank Plc (“HSBC”) won’t reimburse them for the money they lost when Mr S fell victim to a scam. As Mr S was the one that dealt with the scammer, I will mainly refer to him after this point, even though the account that the fun... (3 pages)View decision -
Decision Reference DRN-4868654
18 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4868654 The complaint Mr S complains that Wise Payments Limited (“Wise”) have failed to refund the money he lost as part of a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr S says he ... (2 pages)View decision
