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
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Decision Reference DRN-5703578
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5703578 The complaint Mrs K complains that Santander UK Plc unfairly restricted her accounts for over a year. What happened Around September 2023, Santander restricted Mrs K’s accounts for review and asked her for information and evidence about her account activity. Santander didn’t... (2 pages)View decision -
Decision Reference DRN-5525981
31 Jul 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5525981 The complaint Mr C and Mrs M are unhappy that Hastings Insurance Services Limited (“Hastings”), who were acting as their broker, declined to renew their house insurance and were unable to provide them with justification from their panel of insurers. What happened Hastings ha... (3 pages)View decision -
Decision Reference DRN-5708693
31 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5708693 The complaint Mr K complains that Bank of Scotland plc (Halifax) 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 recei... (4 pages)View decision -
Decision Reference DRN-5459014
31 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5459014 The complaint Mrs A complains that HSBC UK Bank Plc won’t reimburse her money she lost to a scam. Mrs A has brought her complaint through a professional representative. For ease, I’ll refer to all their submissions as being from Mrs A. What happened Mrs A says she fell victi... (3 pages)View decision -
Decision Reference DRN-5716069
31 Jul 2025 Emma Technologies LTD Not upheldBanking and PaymentsDRN-5716069 The complaint Ms G complains that Emma Technologies LTD refused to refund her subscription for its budgeting app product, as she sought to cancel outside the 14-day cancellation period. What happened in November 2024 Ms G purchased an annual subscription to the Emma Pro vers... (2 pages)View decision -
Decision Reference DRN-5302599
31 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5302599 The complaint Mr V complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr V is being represented by a third party. To keep things simple, I will refer to Mr V throughout my decision. What happened The background of th... (4 pages)View decision -
Decision Reference DRN-5588363
31 Jul 2025 Leeds Building Society Not upheldBanking and PaymentsDRN-5588363 The complaint Mrs W, who is represented by her husband, complains Leeds Building Society didn’t let her know about her maturity options in sufficient time because it doesn’t take into account how long letters now take to arrive. What happened Mrs W had an ISA with Leeds Buil... (2 pages)View decision -
Decision Reference DRN-5400605
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5400605 The complaint Mrs A complains that Revolut Ltd won’t reimburse her money she lost to a scam. Mrs A has brought her complaint through a professional representative. For ease, I’ll refer to all their submissions as being from Mrs A. What happened Mrs A says she fell victim to ... (3 pages)View decision -
Decision Reference DRN-5692430
31 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5692430 The complaint Miss B complains about problems she has had with a car Lendable Ltd supplied to her under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail here. Instead, I’ll provide a... (7 pages)View decision -
Decision Reference DRN-5536494
31 Jul 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5536494 The complaint Mrs C is unhappy with BUPA Insurance Limited’s decision to decline her cla\<br />View decision
im. What happened Mrs C was diagnosed with significant osteoporosis in July 2024 and claimed on her medical insurance policy for Zoledronate treatment to help alleviate her symptom\<... (3 pages)
