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-5763719
20 Aug 2025 Saffron Building Society UpheldBanking and PaymentsDRN-5763719 The complaint Mr F complained that Saffron Building Society (‘the Society’) should pay him more compensation than it had offered, after he had problems trying to access its app and the Society admitted it failed to respond as quickly as it should’ve done when he sent a secur... (3 pages)View decision -
Decision Reference DRN-5706794
20 Aug 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-5706794 The complaint Mr S complains that Paragon Bank Plc didn’t respond correctly to his request for interest from his fixed rate ISA to be paid to another ISA. What happened Mr S explains that he made the request online on 20 March 2025. When this hadn’t been done, he followed th... (2 pages)View decision -
Decision Reference DRN-5636499
20 Aug 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5636499 The complaint Mr B complains about the way Evolution Insurance Company Limited handled a claim he made on his landlord home care policy. What happened On 12 December 2024 Mr B’s tenants reported no heating and hot water at the property. Evolution attended the same day, but t... (3 pages)View decision -
Decision Reference DRN-5039648
20 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5039648 The complaint Mr and Mrs W complain that HSBC UK Bank Plc won’t refund the full amount of money they lost to a scam. Although this account is in joint names, Mrs W was the person scammed, so I’ll mostly refer to her throughout the decision. What happened The background to th... (4 pages)View decision -
Decision Reference DRN-5764812
19 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5764812 The complaint Mr M complains about Lloyds Bank PLC decision to restrict his account and withhold his money. What happened Mr M held an account with Lloyds. Around March 2024, Lloyds restricted Mr M’s account due to concerns with a payment. They contacted Mr M and asked him t... (2 pages)View decision -
Decision Reference DRN-5608768
19 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5608768 The complaint Mr J complains Lloyds Bank PLC caused him considerable distress and inconvenience as a result of the way it handled the aftermath of a burglary. What happened Mr J and his wife have a joint account with Lloyds Bank. They have other accounts too and separate use... (2 pages)View decision -
Decision Reference DRN-5601712
19 Aug 2025 Pinnacle Insurance Limited UpheldInsuranceDRN-5601712 The complaint Mrs B complains about Pinnacle Insurance Limited’s increase in the premium for her pet insurance policy. My references to Pinnacle include its agents. What happened Mrs B has ‘lifetime’ pet insurance for her dog. The policy started in 2014 with Pinnacle taking... (3 pages)View decision -
Decision Reference DRN-5589759
19 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5589759 The complaint Mr B complains that HSBC UK Bank Plc won’t refund all the payments he made as a result of an investment scam. What happened Mr B was the victim of a crypto investment scam involving the following payments with his HSBC account: Ref Date Description Amount 1 7... (3 pages)View decision -
Decision Reference DRN-5764456
19 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5764456 The complaint Ms C and Mr C complain Bank of Scotland plc trading as Halifax, have been sending correspondence with errors. For ease I will mostly refer to Ms C in my decision, as she has been dealing with this matter. What happened A summary of what happened is below. Halif... (2 pages)View decision -
Decision Reference DRN-5764409
19 Aug 2025 QUILTER FINANCIAL SERVICES LIMITED UpheldPensions and AnnuitiesDRN-5764409 The complaint Mr A has complained, with the help of a professional third party, about the advice he received from an appointed representative of Quilter Financial Services Limited (‘Quilter’) to switch his pension to a different provider. He thinks this advice was unsuitable... (8 pages)View decision
