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 4790 results
-
Decision Reference DRN0665878
20 Dec 2018 Bank of Ireland (UK) Plc UpheldBanking and creditMr and Mrs B complain that Bank of Ireland (UK) Plc added Mr B to the Credit Industry Fraud Avoidance System (“CIFAS”) database after the bank refused their application for a new mortgage. Mr and Mrs B want the bank to remove the fraud marker against Mr B from the C... (6 pages)View decision -
Decision Reference DRN-3440672
29 Apr 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3440672 The complaint Ms L, represented by her son Mr C – who is also a named driver on Ms L’s policy – has complained about her motor insurer Watford Insurance Company Europe Limited because, having settled her claim, along with that of another driver, it decided she had misrepresente... (6 pages)View decision -
Decision Reference DRN-4049462
26 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4049462 The complaint A charity, which I’ll refer to as F, complains about how Lloyds Bank PLC handled its request to open a new charity account. Mr Y, a trustee of F, brings the complaint on F's behalf. What happened In November 2021, on behalf of F, Mr Y applied online to open a... (6 pages)View decision -
Decision Reference DRN4608581
11 Oct 2018 HSBC Bank plc Not upheldBanking and creditMr O complains HSBC Bank Plc didn’t treat him fairly when he asked it to remove additional searches it had recorded on his credit file. To put things right, he wants HSBC to compensate him for the financial loss he says he has suffered as a result and to recognise ... (7 pages)View decision -
Decision Reference DRN5719807
6 Dec 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Mr J and Miss K complain about the way in which U K Insurance Limited (‘UKI’) has handled their claim under Mr J’s travel insurance and that it has refused to make any payment to them. My references to UKI include its agents. backgroundI set out the background to this complaint in my provi... (7 pages)View decision -
Decision Reference DRN-5257604
6 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5257604 The complaint Mrs M complains that HSBC UK Bank Plc won’t reimburse her after she lost money to an investment – that she now considers to have been a scam. What happened Mrs M has explained that she was introduced to an investment opportunity, provided by a firm that I’ll re... (7 pages)View decision -
Decision Reference DRN-4322438
29 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4322438 The complaint Mrs N complains that HSBC UK Bank Plc (HSBC) wouldn’t refund £88,279.56 which she lost in an investment scam. What happened What Mrs N says: Mrs N is represented by a third-party claims firm, but I will refer to Mrs N as the complainant. Mrs N told us that her fat... (8 pages)View decision -
Decision Reference DRN-5943046
11 Nov 2025 Nationwide Building Society UpheldMortgagesDRN-5943046 The complaint Mr and Mrs H said they had asked Nationwide Building Society to hold onto the unregistered deeds for their home, for safekeeping. But when they recently asked for those deeds back, Nationwide didn’t have them. They want Nationwide to cover the resulting costs. ... (6 pages)View decision -
Decision Reference DRN-3516824
6 Jun 2022 LEBC Group Limited Not upheldPensions and AnnuitiesDRN-3516824 The complaint Mr R complains that LEBC Group Limited (LEBC) took too long to provide him with an advice report. And that the delay caused a financial loss. What happened LEBC acted as financial advisers for Mr R. On 10 October 2019 Mr R met with his adviser to discuss his pensi... (6 pages)View decision -
Decision Reference DRN-3568018
29 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3568018 The complaint Miss U is unhappy with Monzo Bank Ltd because it’s not refunding the money she lost after she became the victim of a scam. What happened I’m not going to cover all the points raised in detail. The view of 19 November 2021 covered the detailed timeline of the trans... (7 pages)View decision