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-5700930
7 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5700930 The complaint Ms C complains that an issue with her HSBC UK Bank Plc app caused her to remove money from her ISA. She also complains about the general support and service she received. What happened Ms C has said that, following advice during a meeting with HSBC relationship... (3 pages)View decision -
Decision Reference DRN-5498292
7 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5498292 The complaint Miss C complains that PayPal UK Ltd (trading as PayPal) reported a late payment to credit reference agencies (CRAs). What happened Miss C says that PayPal did not automatically process a direct debit payment that was due on 20 August 2024. She says she receive... (2 pages)View decision -
Decision Reference DRN-5696134
7 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5696134 The complaint Mr A complains that Lloyds Bank PLC offered him a pre-approved credit card with a credit limit of £9000 but when he submitted his application and the account was opened the credit limit given was only £500. What happened On 18 February 2025 Mr A applied for a L... (2 pages)View decision -
Decision Reference DRN-5657783
7 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5657783 The complaint Mr H complains that HSBC UK Bank Plc won’t refund money he lost when he was a victim of a scam. Mr H is being supported in his complaint by a representative, but for ease, I’ll only refer to Mr H in this decision. What happened The background to this complain... (4 pages)View decision -
Decision Reference DRN-5719229
7 Aug 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5719229 The complaint Mrs O complains about how Lloyds Bank General Insurance Limited (‘Lloyds’) dealt with a storm claim she made on her home insurance policy. What happened Mrs O held a home insurance policy underwritten by Lloyds. She contacted them to make a storm claim for dam... (2 pages)View decision -
Decision Reference DRN-5558791
7 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5558791 The complaint Ms M complained that Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined to replace her porch door, following a claim she’d made due to a break-in under her home buildings insurance policy. What happened Ms M made a claim to LV for damage caus... (3 pages)View decision -
Decision Reference DRN-5739720
7 Aug 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5739720 The complaint Mr H complains that a car supplied to him by Volvo Car Financial Services UK Limited (Volvo) under a conditional sale agreement was of unsatisfactory quality. What happened I issued a provisional decision setting out what I thought about Mr H’s complaint. I’ve ... (6 pages)View decision -
Decision Reference DRN-5742218
7 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5742218 The complaint Mr L complains that Bank of Scotland plc went back on an offer to settle a claim made under section 75 of the Consumer Credit Act 1974 (“section 75”). The bank trades in this case under its Halifax brand. What happened In October 2021 Mr L’s catalytic converter... (3 pages)View decision -
Decision Reference DRN-5742287
7 Aug 2025 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-5742287 The complaint Mrs M complains Legal and General Assurance Society Limited (‘L&G’) caused delays and errors in relation to her enhanced joint life annuity, leading to financial loss, distress and inconvenience. Mrs M suggests her husband should also be added as a complai... (8 pages)View decision -
Decision Reference DRN-5265918
7 Aug 2025 EE Limited Not upheldConsumer CreditDRN-5265918 The complaint Mr G complains about the balance of a fixed sum loan agreement he has with EE Limited. What happened In September 2024, Mr G took out a fixed sum loan agreement with EE, to pay for a brand new mobile telephone device. The cash price of the handset was around £1... (3 pages)View decision
