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 392389 results
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Decision Reference DRN-5932691
10 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5932691 The complaint Mr B complains that HSBC UK Bank Plc is holding him liable for transactions which he says he didn’t authorise. What happened Mr B has complained to this service about transactions on his HSBC account dated between 26 May 2023 and 27 November 2024 (earlier tran... (3 pages)View decision -
Decision Reference DRN-5932690
10 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5932690 The complaint Mr B complains that HSBC UK Bank Plc is holding him liable for transactions which he says he didn’t authorise. What happened Mr B complained to HSBC on 2 June 2023 about transactions on his account dating back to 2015. HSBC refunded one transaction for £26.90 ... (3 pages)View decision -
Decision Reference DRN-5903590
10 Dec 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5903590 The complaint Mrs B complains that Marks and Spencer Financial Services Plc (M&S) marked her account as settled in December 2024 but later reported the account as unpaid. What happened Mrs B holds a credit account with M&S. In 2020 she entered into a Debt Management ... (2 pages)View decision -
Decision Reference DRN-5908551
10 Dec 2025 EE Limited UpheldConsumer CreditDRN-5908551 The complaint Mr R complains that EE Limited has charged him for a mobile phone he didn’t receive. What happened On 13 May 2025 Mr R ordered a new mobile phone from EE and entered into a fixed sum loan agreement. EE’s nominated courier attempted to deliver the phone to Mr R’... (2 pages)View decision -
Decision Reference DRN-6001996
10 Dec 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-6001996 The complaint Mr M and Ms W complain that Accredited Insurance (Europe) Limited (AIL) refused to pay their claim for a lost ring. Mr M had buildings and contents insurance underwritten by AIL. As the policy was in his name, I’ll refer to Mr M throughout. Reference to AIL’s ... (2 pages)View decision -
Decision Reference DRN-5946522
10 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5946522 The complaint Mr O and Mrs O complained they didn’t receive the replacement mobile phone sent to them when Aviva Insurance Limited (Aviva) settled their claim under their mobile phone policy. As Mr O and his representative mainly dealt with the claim and complaint, for ease... (2 pages)View decision -
Decision Reference DRN-5879312
10 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5879312 The complaint Mrs C has complained about British Gas Insurance Limited’s handling of the claim she made under her home emergency insurance policy. What happened The details of what happened are well known to both parties. So, I will just summarise them here. • Mrs C has a Ho... (2 pages)View decision -
Decision Reference DRN-5932621
10 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5932621 The complaint Mr R’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (14 pages)View decision -
Decision Reference DRN-6013193
10 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6013193 The complaint A limited company, which I’ll refer to as ‘T’, is unhappy that HSBC UK Bank Plc didn’t apply a Pay As You Grow (“PAYG”) payment deferral holiday to its Bounce Back Loan (“BBL”) T’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr ... (4 pages)View decision -
Decision Reference DRN-6013632
10 Dec 2025 Extracover Limited UpheldInsuranceDRN-6013632 The complaint Mr A complains about Extracover Limited (EL) cancelling his policy and then taking money from his bank account as a result. What happened Mr A took out a van insurance policy through EL which started on 7 March 2025. It was a telematics policy which required Mr... (3 pages)View decision