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 380712 results
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Decision Reference DRN-5160266
8 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5160266 The complaint The estate of Mr E complains that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t refund the money he lost when he fell victim to a scam. What happened Mr E invested £112,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in October 202... (7 pages)View decision -
Decision Reference DRN-5699442
8 Aug 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5699442 The complaint Miss H and Mr M complain that Watford Insurance Company Europe Limited unfairly cancelled their motor insurance policy and refused to settle a claim they’d made on the policy. Reference to Watford includes its appointed claims handlers. Miss H and Mr M bring th... (2 pages)View decision -
Decision Reference DRN-5580287
8 Aug 2025 Yonder Technology Ltd Not upheldBanking and PaymentsDRN-5580287 The complaint Miss V complains that Yonder Technology Ltd trading as Yonder, lent to her irresponsibly in relation to a credit card account; and provided her with poor service. What happened Miss V took out a credit card with Yonder in February 2024 with a credit limit of £... (5 pages)View decision -
Decision Reference DRN-5209731
8 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5209731 The complaint Ms R complains that HSBC UK Bank Plc (‘HSBC’) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by ... (4 pages)View decision -
Decision Reference DRN-5735743
8 Aug 2025 Zurich Assurance Ltd Not upheldInvestmentsDRN-5735743 The complaint Mr C, in his capacity as the trustee of a trust, complains that Zurich Assurance Ltd allowed a former trustee to steal funds from the trust. What happened The background to this complaint is complex, and involves court action as well as previous contact with t... (3 pages)View decision -
Decision Reference DRN-5632703
8 Aug 2025 Wakam UpheldInsuranceDRN-5632703 The complaint Mrs M complains that Wakam unfairly declined a claim under her pet insurance policy. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to this complaint... (3 pages)View decision -
Decision Reference DRN-5239026
8 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5239026 The complaint Miss A is unhappy Starling Bank Limited (‘Starling’) hasn’t refunded her the money she lost after falling victim to an Authorised Push Payment (‘APP’) holiday purchase scam. What happened The details of this case are well-known to both parties, so I don’t need... (6 pages)View decision -
Decision Reference DRN-5334793
8 Aug 2025 Saffron Building Society Not upheldBanking and PaymentsDRN-5334793 The complaint P (a limited company) complains about the actions of Saffron Building Society (“Saffron”) in relation to its commercial mortgage application, and the administration of its mortgage. P is represented by one of its directors, Mr R. What happened P wanted to borro... (6 pages)View decision -
Decision Reference DRN-5234052
8 Aug 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5234052 The complaint Ms R complains that Prepay Bank Ltd (“Prepay”) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by... (3 pages)View decision -
Decision Reference DRN-5470906
8 Aug 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5470906 The complaint Mr T and Miss J complain that Lloyds Bank PLC gave them incorrect information about when they could change the interest rate they’d applied for. They say Lloyds has accepted it provided incorrect information but won’t honour its mistake. What happened Mr T and ... (3 pages)View decision
