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 365360 results
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Decision Reference DRN-5284187
3 Feb 2025 SG Kleinwort Hambros Bank Limited Not upheldMortgagesDRN-5284187 The complaint Mr and Mrs I complain that SG Kleinwort Hambros Bank Limited has treated them unfairly during periods of financial difficulty. What happened Mr and Mrs I have an interest only mortgage with SG Kleinwort that is due to end in July 2025. Interest is charged dail... (4 pages)View decision -
Decision Reference DRN-5296357
3 Feb 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5296357 The complaint Mr I complains that Assurant General Insurance Limited declined a claim on his mobile phone insurance policy. What happened Mr I made a claim on his policy after he lost his mobile phone. He explained that he put the phone in his hoodie pocket when he was ridin... (3 pages)View decision -
Decision Reference DRN-5214960
3 Feb 2025 Infinity Energy Organisation Limited UpheldConsumer CreditDRN-5214960 The complaint Mr T complains about a Green Deal finance loan he took out with Infinity Energy Organisation Limited. He says he was misled at the time of arranging the loan and believed he was entering into a roof renting scheme, whereby he would be paid for putting solar pan... (8 pages)View decision -
Decision Reference DRN-4693975
3 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4693975 The complaint Miss T is complaining that Revolut Ltd won’t reimburse money she lost to a scam. What happened The circumstances of the scam are well-known to both parties so I won’t describe them in detail here. In short, in June 2023 Miss T fell victim to an investment scam ... (3 pages)View decision -
Decision Reference DRN-5015597
3 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5015597 The complaint Ms H complains that Santander UK Plc (‘Santander’) needs to do more to put things right after admitting to poor service in relation to two late payments that impacted on Ms H’s credit file. Also, she feels that there have been long standing failures on Santand... (4 pages)View decision -
Decision Reference DRN-4651940
3 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4651940 The complaint Mr J complains that Bank of Scotland plc trading as Halifax (Halifax) didn’t do enough to prevent the loss he suffered when he sent money to one of their customer’s accounts as the result of a scam. Mr J has used a representative to bring his complaint, but fo... (2 pages)View decision -
Decision Reference DRN-5180858
3 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5180858 The complaint Ms K complains about how HSBC UK Bank Plc delayed giving her access to the funds in her dormant savings account. What happened Ms K had a savings account with HSBC which contained a large amount of funds and ‘all of her liquid assets’. For personal reasons she ... (5 pages)View decision -
Decision Reference DRN-5241419
3 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5241419 Complaint Miss F has complained that HSBC UK Bank Plc (“HSBC”) didn’t act fairly and reasonably towards her in relation to her overdraft. She’s essentially said that HSBC unfairly continued applying charges to her overdraft even when it was clear that she was in financial d... (4 pages)View decision -
Decision Reference DRN-5229773
3 Feb 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5229773 Complaint Miss A has essentially complained that The Royal Bank of Scotland Plc (“RBS”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended period. Background On... (4 pages)View decision -
Decision Reference DRN-5270356
3 Feb 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5270356 Complaint Mr D has complained about a credit card MBNA Limited (“MBNA”) provided to him. He says that the credit card and the subsequent limit increases were unaffordable for him and they caused him ongoing financial difficulty as he had to borrow further in order to make hi... (5 pages)View decision
