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 391431 results
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Decision Reference DRN-5822530
19 Nov 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5822530 The complaint Miss E and Mr R complain that HSBC UK Bank Plc didn’t fully explain and misrepresented the terms of the fixed interest rate products applied to their mortgage. What happened Miss E and Mr R have a mortgage with HSBC which is split into three parts, with each pa... (4 pages)View decision -
Decision Reference DRN-5959941
19 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5959941 The complaint Mr O’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (trading as Hitachi Personal Finance) (the “Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (16 pages)View decision -
Decision Reference DRN-5854386
19 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5854386 The complaint Miss W complains that NewDay Ltd trading as Fluid (“NewDay”) irresponsibly lent to her. What happened In September 2022 Miss W applied for a credit card with NewDay. The application was accepted and she was given an initial limit of £2,500. The limit was incr... (3 pages)View decision -
Decision Reference DRN-5771666
19 Nov 2025 Embark Investment Services Limited Not upheldPensions and AnnuitiesDRN-5771666 The complaint Mr L complains that Embark Investment Services Limited trading as Scottish Widows platform (Scottish Widows) have unfairly increased the charges on his account in breach of the Terms & Conditions applying. He wants the previous charging structure reinstated... (3 pages)View decision -
Decision Reference DRN-5952562
19 Nov 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5952562 The complaint Mr S complains that Tesco Personal Finance Limited trading as Tesco Bank irresponsibly provided him with unaffordable lending, and its handling of redress. What happened Mr S held two credit card accounts with Tesco Bank. One was provided in 2017 and had credit... (4 pages)View decision -
Decision Reference DRN-5702258
19 Nov 2025 Computershare Investor Services Plc UpheldInvestmentsDRN-5702258 The complaint Representatives acting on behalf of the estate of Mrs E have brought a complaint about Computershare Investor Services Plc’s lack of assistance for its vulnerable customer (Mrs E), and errors made during the process of changing the address on Mrs E’s holdings a... (5 pages)View decision -
Decision Reference DRN-5911177
19 Nov 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5911177 The complaint Ms G complains that Trading 212 UK Limited (Trading 212) gave her incorrect information about a bonus interest rate. What happened On 12 February 2025, Ms G contacted Trading 212 as it was running a promotion offering a bonus rate of interest to new customers. ... (2 pages)View decision -
Decision Reference DRN-5655387
19 Nov 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5655387 The complaint Mrs M complains about a fraud marker that was reported in relation to a finance agreement with Advantage Finance Limited. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Advantage suppli... (4 pages)View decision -
Decision Reference DRN-5957406
19 Nov 2025 British Friendly Society Limited Not upheldInsuranceDRN-5957406 The complaint Mr H complains because British Friendly Society Limited (‘BFSL’) hasn’t paid a claim under his income protection insurance policy. What happened Mr H bought an income protection insurance policy, provided by BFSL, in April 2020 through an independent broker. I... (4 pages)View decision -
Decision Reference DRN-5484338
19 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5484338 The complaint Mr S complains that HSBC UK Bank Plc trading as first direct won’t refund the money he lost as the result of a scam. Mr S has been represented in his complaint by a firm of professional representatives. What happened The background to this complaint is well kno... (5 pages)View decision