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 370904 results
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Decision Reference DRN-5469823
17 Apr 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5469823 The complaint Mr L and Mrs P complain that Inter Partner Assistance SA proportionately settled a claim they made on their travel insurance policy. What happened Mr L and Mrs P took out a travel insurance policy online with IPA. Mrs P declared some pre- medical conditions dur... (3 pages)View decision -
Decision Reference DRN-5209405
17 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5209405 The complaint Miss K complains that Starling Bank Limited won’t refund the money she lost when she was the victim of a scam. What happened In late 2022, Miss K was speaking to a psychic she had met online in order to help her emotionally following the end of a relationship.... (4 pages)View decision -
Decision Reference DRN-5483109
17 Apr 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5483109 The complaint Mr and Mrs W’s complaint is about a mortgage application they made to HSBC UK Bank Plc. They are unhappy that the application was not accepted over the term they applied for, so they couldn’t port an interest rate product from Mr W’s existing mortgage, meaning ... (5 pages)View decision -
Decision Reference DRN-5126065
17 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5126065 The complaint Mr A and Miss G are unhappy that HSBC UK Bank plc (‘HSBC’), has decided not to refund money they consider they lost, to what they believed was an Authorised Push Payment (‘APP’) rogue trader scam whereby they sent money to an account held at HSBC. As Mr A refe... (5 pages)View decision -
Decision Reference DRN-5125974
17 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5125974 The complaint Mr A and Miss G are unhappy that Clydesdale Bank Plc, trading as Virgin Money (‘Virgin’), has decided not to refund money they consider they lost, to what they believed was an Authorised Push Payment (‘APP’) rogue trader scam. As Mr A referred the matter to th... (4 pages)View decision -
Decision Reference DRN-5465854
17 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5465854 The complaint Mr C complains that Nationwide Building Society (‘Nationwide’) failed in its duty of care towards him as a vulnerable customer when it failed to intervene when he was spending a significant amount on gambling sites. What happened Over the course of a single da... (3 pages)View decision -
Decision Reference DRN-5433195
17 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5433195 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t respond to his arguments and requests for documentation about his mortgage. He says without this, his mortgage must be void. What happened Mr A said that NatWest had committed fraud agai... (3 pages)View decision -
Decision Reference DRN-5492978
17 Apr 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5492978 The complaint Mr M has complained that Fairmead Insurance Limited unfairly recorded information on an external database about claims under his home insurance policy. What happened Mr M was insured by Fairmead. He requested a quote from a new insurance provider. Mr M then co... (4 pages)View decision -
Decision Reference DRN-4992100
17 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4992100 Complaint Ms M is unhappy that Revolut Ltd didn’t reimburse her after she fell victim to an investment scam. Background In late 2023, Ms M was approached by someone claiming to represent an investment company. They offered her an investment opportunity. The company would man... (3 pages)View decision -
Decision Reference DRN-5345864
17 Apr 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5345864 The complaint Mr B complains that Lloyds Bank PLC hasn’t sent him a document he’s repeatedly requested from it, the signed legally binding mortgage loan contract or agreement reached between him and Lloyds. He said Lloyds hadn’t sent this, or explained why not. What happened... (4 pages)View decision
