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 124111 results
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Decision Reference DRN-5686677
3 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5686677 The complaint Miss C complains TSB Bank plc sent her certificate of interest to a third party. What happened Miss C has a current account and a savings account with TSB. Miss C received a final response letter from TSB in February 2025 saying that it had been brought to its ... (2 pages)View decision -
Decision Reference DRN-5643361
3 Sep 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5643361 The complaint Mr W complains about the investment loss he says he suffered when his funds remained uninvested for an extended period during Phoenix Life Limited trading as Standard Life’s (Standard Life) transfer of his existing self-invested personal pension (SIPP) to a new ... (10 pages)View decision -
Decision Reference DRN-5742257
3 Sep 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5742257 The complaint Mr G complains that the work done by lawyers appointed by, and working for, HSBC UK Bank Plc, was very poor. He said that HSBC’s lawyers lied to him, and significantly delayed the transfer of this mortgage into his sole name, as well as making him incur extra c... (6 pages)View decision -
Decision Reference DRN-5794408
3 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5794408 The complaint Miss S complains that Revolut Ltd has declined to refund a disputed transaction that was made from her account. What happened On 10 June 2024, Miss S transferred £1,900 from her Revolut account with the intention of sending it to her other bank account with ano... (3 pages)View decision -
Decision Reference DRN-5733667
3 Sep 2025 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5733667 The complaint Mr N complains that Marks and Spencer Financial Services Plc trading as M&S Bank (“M&S”) returned payments that he made to his loan account and reported arrears to the credit reference agencies. What happened Mr N holds a loan account with M&S. Mr N... (3 pages)View decision -
Decision Reference DRN-5741865
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5741865 The complaint Miss H complains that NewDay Ltd lent irresponsibly when it approved her Fluid and Aqua credit card applications and increased the credit limit on both accounts. What happened Miss H applied for a Fluid credit card with NewDay in October 2021. In her applicati... (4 pages)View decision -
Decision Reference DRN-5561482
3 Sep 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5561482 The complaint Mr A complains that AmTrust Specialty Limited declined his claim for unemployment benefit under an income protection policy. What happened Mr A held unemployment cover since 1 August 2019. The policy included an excess period of 60 days when no benefit amount ... (4 pages)View decision -
Decision Reference DRN-5516050
3 Sep 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5516050 The complaint Mr J is unhappy that AXA PPP Healthcare Limited stopped covering a claim made on his private health insurance policy for a shoulder injury. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focu... (2 pages)View decision -
Decision Reference DRN-5728929
3 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5728929 The complaint Miss T complains Aviva Insurance Limited (Aviva) unfairly settled her claim on her motor insurance policy after her car was classed as a total loss. What happened Miss T made a claim on her motor insurance policy after her car was damaged in an incident with a ... (3 pages)View decision -
Decision Reference DRN-5736006
3 Sep 2025 Wirex Limited UpheldBanking and PaymentsDRN-5736006 The complaint Mrs B has complained that Wirex Limited won’t refund the money she lost after falling victim to a scam. What happened In August 2023, Mrs B was cold called by scammers posing as cryptocurrency recovery agents. They said Mrs B’s crypto account had been inactive ... (4 pages)View decision
