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 380824 results
-
Decision Reference DRN-5342413
31 Jul 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5342413 The complaint Mr C complains that Scottish Equitable Plc trading as Aegon didn’t “de-risk” his pension fund when he was close to retirement. He says his fund suffered a significant loss and this has impacted his retirement plans. What happened Mr C held a pension with Aegon... (4 pages)View decision -
Decision Reference DRN-5668145
31 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5668145 The complaint Miss K complained that Barclays Bank UK PLC should pay her more compensation than it has so far offered, after she had problems buying travel tickets with her Barclays’ debit card and via Barclays mobile banking app. What happened Miss K regularly travels usin... (3 pages)View decision -
Decision Reference DRN-5696911
31 Jul 2025 StoneX Financial Ltd Not upheldInvestmentsDRN-5696911 The complaint Mr H complains that StoneX Financial Ltd trading as City Index unfairly closed his spread betting account. What happened Mr H opened his spread betting account with City Index in 2020. In November 2023 City Index asked him for updated personal details, and Mr H... (4 pages)View decision -
Decision Reference DRN-5245223
31 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5245223 The complaint Mrs S complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Mrs S is being represented by a third party. To keep things simple, I will refer to Mrs S throughout my decision. What happened The background of... (2 pages)View decision -
Decision Reference DRN-5728971
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5728971 The complaint Miss S complains that Wise Payments Limited trading as Wise (Wise) unfairly closed her account without providing a proper explanation. Miss S adds that Wise took too long to release her closing account balance. And gave her wrong information. What happened The... (4 pages)View decision -
Decision Reference DRN-5708900
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5708900 The complaint Mr K complains that Wise Payments Limited (“Wise”) won’t refund money he lost when he was a victim of a scam. What happened The background of this complaint is well known to both parties, so I’ll only refer to the key events here. In February 2024, Mr K receive... (7 pages)View decision -
Decision Reference DRN-5522869
31 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5522869 The complaint Mr W complains that HSBC UK Bank Plc reduced the credit limit on his credit card account. What happened Mr W says his credit limit was reduced from £5,500 to £2,650 on 29 November 2024. He says HSBC provided no clear reason for the reduction and no advance not... (2 pages)View decision -
Decision Reference DRN-5728189
31 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5728189 The complaint Miss W complains about how U K Insurance Limited (UKI) handled a claim for damage to her adapted vehicle following an accident. What happened The background to this complaint is well known to the parties, so I won’t repeat the details in full here. In summary M... (4 pages)View decision -
Decision Reference DRN-5644839
31 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5644839 The complaint Mr D complains about the way in which Clydesdale Bank Plc handled his claim for a refund when accommodation he rented was not of a satisfactory standard. The bank trades in this case under its Virgin Money brand, and Mr D paid for the accommodation with his Vir... (3 pages)View decision -
Decision Reference DRN-5505534
31 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5505534 The complaint Miss P complains that UK Insurance Limited (UKI) settled a claim made on her motor insurance policy as split liability. She wants the other driver held fully at fault. What happened Miss P said another driver hit her car whilst it was stationary. She made a cl... (3 pages)View decision
