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 381196 results
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Decision Reference DRN-5638866
21 Jul 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5638866 The complaint Mr M complains that HSBC UK Bank Plc increased the interest rate when he cancelled a loan application and applied for a smaller loan. What happened On 29 March 2024 Mr M applied for a loan with HSBC for £24,300 over a 48 month term. HSBC offered him a loan with... (2 pages)View decision -
Decision Reference DRN-5621929
21 Jul 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5621929 The complaint Mr N complains about Astrenska Insurance Limited trading as Collinson Insurance’s (Astrenska) offer of settlement for his gadget claim under his travel insurance policy. My references to Astrenska include its claim handling agents. What happened Mr N had a sin... (3 pages)View decision -
Decision Reference DRN-5554749
21 Jul 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5554749 The complaint Mrs L is dealing with this complaint on behalf of Miss L. For ease I will refer to Mrs L throughout. Mrs L is unhappy with National Savings and Investments. Mrs L controlled a premium bonds account for her daughter Miss L. When Miss L reached 16 years old NS&a... (3 pages)View decision -
Decision Reference DRN-5690795
21 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5690795 The complaint Mr and Mrs L‘s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (19 pages)View decision -
Decision Reference DRN-5610609
21 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5610609 The complaint Mr M complains that credit card applications he’s made to Lloyds Bank PLC have been declined. What happened Mr M holds a current account with Lloyds. When he opened his current account he was told that he could open a credit card account after 30 days. Mr M has... (2 pages)View decision -
Decision Reference DRN-5535197
21 Jul 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5535197 The complaint Mr H complains about Astrenska Insurance Limited’s settlement of his travel insurance claim. My references to Astrenska include its claims handling agent. What happened Mr H had travel insurance at ‘Standard’ level with the optional winter sports cover. The in... (3 pages)View decision -
Decision Reference DRN-5003838
21 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5003838 The complaint Mrs S has complained about Revolut Ltd not refunding several payments she says she made and lost to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary Mrs S says she... (4 pages)View decision -
Decision Reference DRN-5529115
21 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5529115 The complaint Mr and Mrs D complain about the decision of Aviva Insurance Limited (‘Aviva’) to not indemnify them for damp issues at their property under an existing buildings insurance claim. Some of Mr and Mrs D’s dissatisfaction arises from the actions of Aviva’s appointe... (3 pages)View decision -
Decision Reference DRN-5488924
21 Jul 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5488924 The complaint Mr B complains about the quality of a new vehicle that was supplied through a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (NIIB). What happened In June 2021, Mr B acquired a brand-new vehicle through a hire purchase agreeme... (4 pages)View decision -
Decision Reference DRN-5705953
21 Jul 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5705953 The complaint Mrs S is unhappy that Tesco Personal Finance PLC, trading as Tesco Bank, aren’t allowing her to close her saving bond early. What happened Mrs S has a Fixed Rate Saver (“FRS”) with Tesco, the terms of which include that no withdrawal or account closure is perm... (5 pages)View decision
