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
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Decision Reference DRN-5531348
2 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5531348 The complaint Mr E complains that HSBC UK Bank Plc (trading as First Direct) won’t refund money he says he lost to an investment scam. Mr E is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr E in this decision. What happened T... (5 pages)View decision -
Decision Reference DRN-5617248
2 Sep 2025 Currencies Direct Limited Not upheldBanking and PaymentsDRN-5617248 The complaint Mr H brings this complaint on behalf of M, a limited company. His complaint is that Currencies Direct Limited hasn’t reimbursed M after it fell victim to a scam. Mr H had authority to act on behalf of M and so for ease I will refer to Mr H throughout the decis... (6 pages)View decision -
Decision Reference DRN-5414241
2 Sep 2025 Covea Insurance plc Not upheldInsuranceDRN-5414241 The complaint Miss H complains that Covea Insurance plc (“Covea”) declined her claim on her property insurance policy for theft. She wants it to cover the theft of and damage to her property. Any reference to Covea includes its agents. What happened In July 2023, Miss H made... (3 pages)View decision -
Decision Reference DRN-5669094
2 Sep 2025 Nationwide Building Society UpheldMortgagesDRN-5669094 The complaint Mr and Mrs W’s complaint relates to their mortgage held with Nationwide Building Society. They’re unhappy that they’ve been offered higher interest rates than new customers and they say that during the online rate switch application process the rates were chang... (3 pages)View decision -
Decision Reference DRN-5598280
2 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5598280 The complaint Mrs and Mr P complain that AXA Insurance UK Plc has unfairly handled a claim made on their buildings insurance. Mrs and Mr P feel the settlement amount offered for works needed following an escape of water claim is unfair. They feel all of the work completed an... (4 pages)View decision -
Decision Reference DRN-5750374
2 Sep 2025 Bank of Scotland Plc UpheldMortgagesDRN-5750374 The complaint Mr B complains that Bank of Scotland plc trading as Birmingham Midshires said he could cancel his new fixed interest rate deal even after it had been applied. But when he asked to change his rate, BM said he’d have to pay higher interest for a month. What happe... (7 pages)View decision -
Decision Reference DRN-5684157
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5684157 The complaint Mr S complains NewDay Ltd trading as Fluid (NewDay) failed to carry out suitable financial checks before it approved a credit card account for him. What happened Mr S says NewDay approved a credit card account for him in February 2024 with a credit limit of £2,... (3 pages)View decision -
Decision Reference DRN-5501223
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5501223 The complaint Miss S complains that NewDay Ltd irresponsibly lent to her. What happened Miss S was approved for a branded NewDay credit card (which I will refer to as A in this decision) in August 2021, with a £900 credit limit. Miss S was approved for another branded NewDay... (3 pages)View decision -
Decision Reference DRN-5785748
2 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5785748 The complaint Mr S complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) recorded a default against his credit file. What happened Tesco said it received an instruction from Mr S’s bank in October 2022 to cancel the direct debit which was set up to pay his cre... (4 pages)View decision -
Decision Reference DRN-5553550
2 Sep 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5553550 The complaint Mr C complained that Domestic & General Insurance Plc (D&G) declined to cover his hob extractor fan, under his household warranty policy. What happened Mr C said he wanted to cover all his appliances having moved to a new home. He contacted D&G and ... (2 pages)View decision
