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 123872 results
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Decision Reference DRN-5598002
5 Aug 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5598002 The complaint Ms E complains the National Savings and Investments (NS&I) provided her with incorrect information leading her to believe that a £1,000 withdrawal from her Premium Bonds had gone missing. What happened ln October and November 2024 Ms E initiated three with... (2 pages)View decision -
Decision Reference DRN-5609661
5 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5609661 The complaint Mr T complains that HSBC UK Bank Plc did not reimburse the funds he says he lost to a scam. What happened Mr T says he was introduced to an investment opportunity by his brother-in-law. This was with a company I will refer to as ‘X’ who taught individuals how t... (4 pages)View decision -
Decision Reference DRN-5610172
5 Aug 2025 The New India Assurance Company Limited UpheldInsuranceDRN-5610172 The complaint Ms W complains about delays in The New India Assurance Company Limited (“New India”) dealing with a claim she made on her home insurance policy. What happened In October 2023 a fire destroyed Ms W’s workshop, greenhouse and garage. So, she contacted New India ... (3 pages)View decision -
Decision Reference DRN-5609709
5 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5609709 The complaint Mr and Mrs T complain that HSBC UK Bank Plc did not reimburse the funds they lost to a scam. What happened Mr and Mrs T say they were introduced to an investment opportunity by a family member. This was with a company I will refer to as ‘X’ who taught individua... (3 pages)View decision -
Decision Reference DRN-5715095
5 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5715095 The complaint Mr and Mrs O complain that Bank of Scotland plc trading as Halifax (“Halifax”) acted irresponsibly when it increased their joint overdraft limit at various times over a number of years, times when they were struggling financially. What happened Mr and Mrs O ha... (5 pages)View decision -
Decision Reference DRN-5735550
5 Aug 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5735550 The complaint Mr and Mrs D’s complaint is about the rejection of a claim under her legal expenses insurance cover with FAIRMEAD INSURANCE LIMITED. Mrs D is the main complainant, so I will refer to her throughout. What happened Mrs D purchased her home in 2016. Having moved ... (5 pages)View decision -
Decision Reference DRN-5666739
5 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5666739 The complaint Mr G complains about the market value Admiral Insurance (Gibraltar) Limited placed on his car when settling a claim made under his motor insurance policy. What happened Mr G had a motor insurance policy underwritten by Admiral. In December 2024, Mr G’s car was... (3 pages)View decision -
Decision Reference DRN-5575853
5 Aug 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5575853 The complaint Mrs W has complained about how Accredited Insurance (Europe) Limited dealt with the claim she made following an escape of water in her home. Mrs W is the policyholder. She’s been represented in the complaint by Mr W. Comments and submissions attributed in thi... (3 pages)View decision -
Decision Reference DRN-5531464
5 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5531464 The complaint Miss W complains that Monzo Bank Ltd trading as Monzo lent to her irresponsibly. What happened On 15 March 2020, Miss W applied for - and was given - an overdraft of £1,750. The overdraft limit has not changed since. On 16 October 2024, Miss W complained to Mo... (3 pages)View decision -
Decision Reference DRN-5735114
5 Aug 2025 British Gas Insurance Limited UpheldInsuranceDRN-5735114 The complaint Mr and Mrs M have complained about the way British Gas Insurance Limited handled a claim they made under their home emergency insurance policy. Reference to British Gas includes its agents and representatives. What happened The circumstances aren’t in dispute... (6 pages)View decision
