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 381196 results
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Decision Reference DRN-5592739
13 Aug 2025 Curo Advisers Limited UpheldPensions and AnnuitiesDRN-5592739 The complaint Miss A’s complaint is about the service provided by Curo Advisers Limited (Curo) in setting up a pension for her with money from a pension sharing order (PSO). What happened Miss A was advised by Curo in late 2019. There’s a suitability letter dated 16 Decembe... (6 pages)View decision -
Decision Reference DRN-5449578
13 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5449578 The complaint O complains that Starling Bank Limited will not reimburse money it said it lost to a scam. Mr and Mrs O are the director of O and bring this complaint on behalf of the business. The complainants are represented by a firm I’ll refer to as R. For ease I have only... (3 pages)View decision -
Decision Reference DRN-5702499
13 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5702499 The complaint Miss S complains Clydesdale Bank PLC trading as Virgin Money (Virgin) failed to carry out thorough financial checks before it approved a credit card account for her. What happened Miss S says Virgin approved a credit card account for her in June 2022 with a cre... (3 pages)View decision -
Decision Reference DRN-5645261
13 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5645261 The complaint Mr D complains about the additional premium charged by Admiral Insurance (Gibraltar) Limited for his annual multi-trip travel insurance policy after he contacted it to declare a change in his health. What happened In June 2024, Mr D took out an annual multi-tr... (3 pages)View decision -
Decision Reference DRN-5623209
13 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5623209 The complaint Mr M complains that Santander UK plc won’t refund to him the money that he paid for a car and reimburse him for other costs that he’s claimed. What happened Mr M used his Santander credit card to pay a £250 deposit for a used car that he bought in March 2023. T... (4 pages)View decision -
Decision Reference DRN-5696467
13 Aug 2025 Monument Bank Limited Not upheldBanking and PaymentsDRN-5696467 The complaint Mr C complains that Monument Bank Limited (“Monument”) won’t allow him to switch linked accounts when he chooses and that its policy on this isn’t communicated in any contract or written policy. What happened Mr C holds an account with Monument where transfers ... (3 pages)View decision -
Decision Reference DRN-5733854
13 Aug 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5733854 The complaint Mr D is unhappy that Coventry Building Society hasn’t honoured its agreement to allow him to open a Triple Access Saver Account (TASA) - an internet-based account – and then operate it by phone. He wants Coventry Building to provide a specific application form ... (4 pages)View decision -
Decision Reference DRN-4673298
13 Aug 2025 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4673298 The complaint Mrs N’s complaint is, in essence, that Oplo PL Ltd 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against... (17 pages)View decision -
Decision Reference DRN-5687237
13 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5687237 The complaint Mr H complains that Revolut Ltd’s (“Revolut”) AI Chat Assistant provided incorrect information regarding its currency conversion mechanism which resulted in a payment being made from his GBP balance instead of using his USD balance first. What happened Mr H wis... (2 pages)View decision -
Decision Reference DRN-5596374
13 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5596374 The complaint Miss K is unhappy with the way that HSBC UK Bank Plc (HSBC) responded when she told them that she couldn’t access her online banking. What happened In early April 2025 Miss K tried to login to her online banking, but she received error messages. She tried to ra... (2 pages)View decision
