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-5746005
15 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5746005 The complaint Ms W complained about: • actions taken by Santander UK Plc when it blocked a payment she wanted to make and suspended her digital banking access until she completed further security checks, and • poor service issues following this. To put things right Ms W w... (5 pages)View decision -
Decision Reference DRN-5366772
15 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5366772 The complaint Mr P complains that HSBC UK Bank Plc did not reimburse the £400 he lost to a scam. What happened Mr P was looking for a computer tablet for his daughter, and found one for sale on an online marketplace for £450. He contacted the seller and made an offer of £400... (2 pages)View decision -
Decision Reference DRN-5665770
15 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5665770 The complaint Mr N complains about the administration of his credit card account by HSBC UK Bank Plc. What happened Mr N holds a credit card account with HSBC; he’s unhappy about the information it’s recorded on his credit file. In summary, by recording incorrect adverse in... (4 pages)View decision -
Decision Reference DRN-5188749
15 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5188749 The complaint Mr G complains that HSBC UK Bank Plc did not reimburse the funds he lost to a scam. What happened Mr G says he found an advert on social media for an investment opportunity. He looked it up and was told the users were making lots of money, so he registered. He ... (3 pages)View decision -
Decision Reference DRN-4624019
15 Aug 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-4624019 The complaint Mr K and Ms L’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (16 pages)View decision -
Decision Reference DRN-5285455
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5285455 The complaint Miss G complains that Bank of Scotland Plc (trading as Halifax) did not reimburse the funds she lost to a scam. What happened Miss G met an individual I will refer to as ‘X’ on an online dating website. They began talking outside of the dating app, both on mess... (3 pages)View decision -
Decision Reference DRN-5754774
15 Aug 2025 Travelers Insurance dac Not upheldInsuranceDRN-5754774 The complaint A company, which I’ll refer to as A, complains that Travelers Insurance dac declined a claim on its business protection insurance policy. Mr B, who is a director of A, brings the complaint on A’s behalf. What happened Mr B is a director of A. He has explained t... (3 pages)View decision -
Decision Reference DRN-5619023
15 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5619023 The complaint Mr R complains that Vanquis Bank Limited irresponsibly lent to him. Mr R is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr R himself. W... (4 pages)View decision -
Decision Reference DRN-5392390
15 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5392390 The complaint Mrs M complains about Capital One (Europe) plc’s decision not to uphold her dispute about an online shopping order. What happened Mrs M made an online shopping order with a merchant (who I’ll refer to as ‘B’ throughout this decision) for around £240 in late Sep... (6 pages)View decision -
Decision Reference DRN-5753499
15 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5753499 The complaint Mr D and Mrs T complain because Admiral Insurance (Gibraltar) Limited (‘Admiral’) hasn’t paid their travel insurance claim. Mr D and Mrs T are also unhappy with how Admiral handled the claim. All references to Admiral include the agents appointed to deal with c... (5 pages)View decision
