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 392389 results
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Decision Reference DRN-5937829
20 Nov 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5937829 The complaint Mr S complains about how Tradex Insurance Company PLC (“Tradex”) handled a claim and delayed payment for his car following a claim under his car insurance policy. What happened Mr S had a motor insurance policy with Tradex covering his car. His car was stolen o... (3 pages)View decision -
Decision Reference DRN-5812729
20 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5812729 The complaint Mr R complains that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited is of unsatisfactory quality. What happened In December 2023 Mr R entered into a hire purchase agreement with MotoNovo Finance Limited (MNF) to acquire a us... (4 pages)View decision -
Decision Reference DRN-5957208
20 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5957208 The complaint Mr R complains NewDay Ltd didn’t do enough to help get a refund for a transaction made on his credit card. What happened In April 2024, Mr R booked and paid for a hotel stay through a comparison site I’ll call “B”. Mr R paid for this with his NewDay credit car... (5 pages)View decision -
Decision Reference DRN-5956064
20 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5956064 The complaint Mrs S complains about the impact of information given to her by Santander Bank PLC after she advised them of a new address. What happened After moving home in March 2025, Mrs S telephoned Santander in May 2025 to change her address. This was done but Mrs S was... (2 pages)View decision -
Decision Reference DRN-5962383
20 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5962383 The complaint Miss J complains HSBC UK Bank Plc trading as first direct hasn’t made reasonable adjustments for her as a visually impaired customer. What happened Miss J has told us that she is visually impaired and that being able to speak on the phone is the most accessible... (3 pages)View decision -
Decision Reference DRN-5836834
20 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5836834 The complaint Mrs G complains that Santander UK Plc hasn’t paid her the correct amount of interest on her account. What happened Mrs G explains that she asked Santander for a breakdown of the interest paid to her account opened on 16 May 2024. She objected to paying Santande... (3 pages)View decision -
Decision Reference DRN-5964516
20 Nov 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5964516 The complaint Mr D complains that Scottish Widows Limited (Scottish Widows) made multiple errors in restructuring his Personal Pension Plan, without communicating what was happening and causing financial losses. Mr D is assisted in bringing his complaint by his IFA, who I’l... (6 pages)View decision -
Decision Reference DRN-5964297
20 Nov 2025 Hargreaves Lansdown Advisory Services Limited Not upheldPensions and AnnuitiesDRN-5964297 The complaint Mr C’s complaint is about advice given by Hargreaves Lansdown Advisory Services Limited (HL) to transfer his defined benefit (DB) occupational pension scheme to a self invested personal pension (SIPP). Mr C says the advice to transfer was unsuitable, not in his... (4 pages)View decision -
Decision Reference DRN-5922972
20 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5922972 The complaint Mr A is complaining that HSBC UK Bank Plc (HSBC) unfairly reduced his overdraft. What happened Mr A has a current account with HSBC and until August 2023 this had an overdraft of £1,500 on it that was available for use to Mr A. However, in July 2023 HSBC wrote... (3 pages)View decision -
Decision Reference DRN-5797900
20 Nov 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5797900 The complaint Mr S complains J.P. Morgan Europe Limited trading as Chase refused to refund three payments that he claimed under the direct debit guarantee scheme. He complains about poor customer service too. What happened Mr S has an account with Chase. Mr S contacted Chase... (2 pages)View decision