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 4361 results
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Decision Reference DRN-5145651
20 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5145651 The complaint Mr T complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr T has an account with Revolut and an account with another business who I’ll refer to as “C” throughout the rest of this decision. He’s had an ... (3 pages)View decision -
Decision Reference DRN1371715
29 Dec 2015 Moneysupermarket.com Financial Group Limited Not upheldInsurance (excluding PPI)Miss R complains that when she bought a motor insurance policy through Moneysupermarket.com Financial Group Limited, her private number plate was changed to her car’s original number plate on her policy documents. She wants it to change its systems and reimburse her ca... (2 pages)View decision -
Decision Reference DRN5574998
29 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr G complains that Barclays Bank Plc unfairly closed his account without reasonable notice, and registered adverse information against him which has led to his having difficulty opening a new bank account.backgroundMr G had current and savings accounts with Barclays. On 14 March 2013 a ... (2 pages)View decision -
Decision Reference DRN4707619
30 Jul 2013 HSBC Bank plc UpheldBanking and creditMr A complains that HSBC Bank plc (“HSBC”) should not have closed his account and then, unbeknown to him, shared information with other banks, through CIFAS, which meant he could not open accounts elsewhere. our initial conclusionsThe adjudicator recommended that the complaint be up... (2 pages)View decision -
Decision Reference DRN5240273
16 Jul 2019 Markerstudy Insurance Company Limited Not upheldInsurance (excluding PPI)Mr I is unhappy with the service he got from Markerstudy Insurance Company Limited when he wanted to make a claim on his car insurance. backgroundMr I’s car was involved in a hit and run incident on 23 December 2018. Another car reversed into his car, causing damage to its front, and then ... (2 pages)View decision -
Decision Reference DRN8277702
10 Jan 2014 HSBC Bank plc UpheldBanking and creditMr K complains that in 2011 HSBC Bank Plc registered a default in respect of his credit card arrears after previously registering a default for the same arrears in 2000.backgroundMr K held a HSBC credit card. In 2000, following non-payment of an outstanding balance, HSBC registered a de... (3 pages)View decision -
Decision Reference DRN8320829
1 Nov 2018 One Insurance Limited Not upheldInsurance (excluding PPI)Mr W complains about how One Insurance Limited handled a claim against his motorinsurance policy.backgroundMr W is the policyholder and Mrs W is the named driver. In December 2016, Mr W made aclaim against his motor insurance policy in relation to an accident that Mr an... (3 pages)View decision -
Decision Reference DRN-5569605
20 May 2025 Yorkshire Building Society Not upheldInvestmentsDRN-5569605 The complaint Mrs M is unhappy with the amount of information Yorkshire Building Society (YBS) requires her attorney under a Lasting Power of Attorney (LPA) to provide before it can be registered. Mrs M’s complaint is being made on her behalf with support from one of her att... (7 pages)View decision -
Decision Reference DRN-1933396
19 Oct 2020 Next Retail Limited Not upheldConsumer CreditDRN-1933396 The complaint Ms H complains about an account with Next Retail Limited, which was opened in her name and then used to place an order for some footwear. What happened In November 2019, Ms H was on holiday abroad, when she received an email from Next. The email confirmed that an ... (4 pages)View decision -
Decision Reference DRN-3976285
26 May 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3976285 The complaint Mr A is unhappy about the limitations of a benefit that’s included with his HSBC UK Bank Plc Premier credit card and feels that HSBC should have provided clearer information about it. What happened Mr A has a HSBC Premier credit card which, as a benefit, offers an... (2 pages)View decision
