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-6006164
10 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-6006164 The complaint Mr and Mrs R complain because Aviva Insurance Limited only paid part of a claim under their private medical insurance policy. What happened Mr and Mrs R held a private medical insurance policy, provided by Aviva. In April 2025, Mr R made a claim for NHS cash b... (3 pages)View decision -
Decision Reference DRN-5855201
10 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5855201 The complaint Mr V complains that HSBC UK Bank Plc unreasonably sent him letters asking for personal information from him. What happened Mr V had a bank account with HSBC – and its predecessor Midland Bank – for around 45 years. In 2025, HSBC sent four questionnaires to Mr V... (3 pages)View decision -
Decision Reference DRN-5921250
10 Dec 2025 Savvy Loan Products Limited Not upheldConsumer CreditDRN-5921250 The complaint Miss V complains Savvy Loan Products Limited trading as Tick Tock Loans (TTL) irresponsibly lent to her. What happened TTL provided Miss V with two loans as follows: Loan Number Date of Sale Date Repaid Loan Amount Regular Monthly Repayment Loan term (days) 1... (7 pages)View decision -
Decision Reference DRN-6009934
10 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6009934 The complaint Mr A complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr A says that he came across a video that advertised trading using AI. He was interested and clicked a link to provide his contact detai... (6 pages)View decision -
Decision Reference DRN-5825334
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5825334 The complaint Mr T complains about Santander Bank PLC (Santander) after a transaction decline, and the service they provided when he telephoned them. What happened The circumstances that led to the complaint are well known by both parties, so I won’t repeat them in detail, ... (2 pages)View decision -
Decision Reference DRN-5718366
10 Dec 2025 Interactive Brokers (U.K.) Limited UpheldInvestmentsDRN-5718366 The complaint Business R has complained that Interactive Brokers (U.K.) Limited (‘IB’) unfairly downgraded its options trading permissions. Business R says it suffered a financial loss as a result, would like for those losses to be returned and for the trading permissions to... (7 pages)View decision -
Decision Reference DRN-6009864
10 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6009864 The complaint Mr M complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. In bringing his complaint to this service Mr M is represented. What happened I issued a provisional decision for t... (7 pages)View decision -
Decision Reference DRN-6009768
9 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6009768 The complaint Mr W complains that his credit relationship with HSBC UK Bank Plc has been rendered unfair to him due to the impact of a particular transaction he says he made in June 2013 to purchase a timeshare. He also complains that HSBC UK Bank Plc hasn’t accepted liabili... (5 pages)View decision -
Decision Reference DRN-5999874
9 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5999874 The complaint Mr C complains Santander UK Plc didn’t transfer money from a limited access saver he had into an ISA and a fixed term savings account he set up meaning he’s lost out on interest. What happened Mr C has a number of accounts including accounts with Santander. Mr ... (2 pages)View decision -
Decision Reference DRN-5849058
9 Dec 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5849058 The complaint Miss C complains that Telefonica UK Limited trading as O2 charged her for two devices when she upgraded her old phone. What happened In February 2025 Miss C “switched up” (upgraded) her mobile phone with O2. She returned her old phone to O2, but it was sent bac... (3 pages)View decision