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 369228 results
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Decision Reference DRN-5407786
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5407786 The complaint Miss A is unhappy that Revolut Ltd (‘Revolut’) won’t refund the money she lost after she fell victim to a scam. What happened I issued a provisional decision for this complaint on 4 March 2025. In it I set out the background and my proposed findings. I’ve incl... (9 pages)View decision -
Decision Reference DRN-5400496
19 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5400496 Complaint Miss N has essentially complained that TSB Bank plc (“TSB”) unfairly provided her with an overdraft that was unaffordable. She also says that it continued applying charges to her overdraft even after it should have realised that she couldn’t sustainably repay it. ... (6 pages)View decision -
Decision Reference DRN-5358870
19 Mar 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5358870 Complaint Mr S has complained about a credit card Marks & Spencer Financial Services Plc (trading as “M&S Bank”) provided to him. He says that the credit card and the subsequent limit increases were unaffordable for him and left him severely in debt which he has stru... (8 pages)View decision -
Decision Reference DRN-4989824
18 Mar 2025 Barclays Bank Plc Not upheldInvestmentsDRN-4989824 The complaint Mr D says Barclays Bank Plc unreasonably prevented him accessing a particular holding in his share dealing account for many months following a corporate action, as well as providing unreasonable customer service to him regarding the position. Accordingly, he be... (6 pages)View decision -
Decision Reference DRN-5288114
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5288114 The complaint Mr I and Mr W complain HSBC UK Bank Plc won’t provide written confirmation of payments they made from their account. What happened Mr I and Mr W have a joint account with HSBC and have done so for many years. Mr I and Mr W say they invested in property abroad a... (2 pages)View decision -
Decision Reference DRN-5258739
18 Mar 2025 Equilibrium Financial Planning LLP Not upheldPensions and AnnuitiesDRN-5258739 The complaint Mr C has complained about the actions of Equilibrium Financial Planning LLP (“Equilibrium”) over a number of years. What happened Mr C was a client of Equilibrium, a financial advisory firm. That relationship was terminated in 2023. The run up to, and repercuss... (5 pages)View decision -
Decision Reference DRN-5355284
18 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5355284 The complaint Miss H complains that Ageas Insurance Limited mishandled her claim on a breakdown insurance policy. What happened For the year from 24 December 2023, Miss H had a breakdown policy. The policy covered her small hatchback car, first registered in 2011. Ageas wa... (3 pages)View decision -
Decision Reference DRN-5342362
18 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5342362 The complaint Mrs M complains that Tesco Personal Finance Limited (“Tesco Personal Finance”) is holding her liable for the debt on a loan taken out in her name as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t rep... (2 pages)View decision -
Decision Reference DRN-5342368
18 Mar 2025 Santander UK Plc Not upheldConsumer CreditDRN-5342368 The complaint Mrs M complains that Santander UK Plc (“Santander”) is holding her liable for the debt on a loan taken out in her name as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In bri... (2 pages)View decision -
Decision Reference DRN-5125221
18 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5125221 The complaint Mr and Mrs A complain about the settlement proposed by AXA Insurance UK Plc (“AXA”) following a claim they made under their home insurance policy. Any reference to AXA in this decision includes its appointed agents and representatives. What happened Mr and Mrs ... (3 pages)View decision
