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 400694 results
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Decision Reference DRN-6189914
9 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6189914 The complaint Miss H complains that NewDay Ltd trading as Marbles irresponsibly lent to her. What happened Miss H was approved for a Marbles credit card in August 2022, with a £600 credit limit. The credit limit was increased three times. In November 2022, the credit limit w... (4 pages)View decision -
Decision Reference DRN-6250355
9 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6250355 The complaint Mrs B is complaining about the administration of her credit card account by HSBC UK Bank Plc. What happened In March 2025, HSBC contacted Mrs B about persistent debt on her credit card account. They then discussed and agreed a voluntary payment arrangement with... (2 pages)View decision -
Decision Reference DRN-6051308
9 Apr 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6051308 The complaint Mr and Mrs L complain about Admiral Insurance (Gibraltar) Limited in relation to their home and motor insurance policies. They say Admiral made a misleading offer to combine the policies, handled their subsequent complaint unfairly, and refused to renew their ... (2 pages)View decision -
Decision Reference DRN-6278066
9 Apr 2026 Elderbridge Limited Not upheldMortgagesDRN-6278066 The complaint Mr and Mrs S complain that Elderbridge Limited has asked them to pay legal fees it says they owe on their second charge secured loan. They say it has left it too late to ask them to pay these fees and so the fees are statute-barred. What happened Mr and Mrs S ... (3 pages)View decision -
Decision Reference DRN-6279059
9 Apr 2026 HDI Global Specialty SE UpheldInsuranceDRN-6279059 The complaint A company, which I’ll refer to as D, complains about the way HDI Global Specialty SE dealt with a claim on D’s legal expenses insurance. Where I refer to HDI, this includes its agents and claims handlers acting on its behalf. Mrs D, who is a director of D, brin... (4 pages)View decision -
Decision Reference DRN-6021402
9 Apr 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6021402 The complaint Mr and Mrs F are unhappy The Royal Bank of Scotland Plc (‘RBS’) didn’t reimburse them for the money they lost when Mr F fell victim to an authorised push payment (‘APP’) purchase scam. While the payment was made from a joint account in Mr and Mrs F’s name, it ... (3 pages)View decision -
Decision Reference DRN-6163399
9 Apr 2026 National Savings and Investments UpheldBanking and PaymentsDRN-6163399 The complaint Miss M complains, via her relative Mrs M, that National Savings and Investments (NS&I) sent a letter to an incorrect address. And complains that NS&I discriminated against her by asking Mrs M provide a Power of Attorney (POA) to show she’s authorised to... (4 pages)View decision -
Decision Reference DRN-6269817
9 Apr 2026 Sky UK Limited Not upheldConsumer CreditDRN-6269817 The complaint Mr G complains that Sky UK Limited rejected his claim for a refund in respect of a tablet which he returned unused. What happened Mr G inadvertently ordered a tablet from Sky when making other purchases funded by a regulated finance agreement. He called Sky str... (2 pages)View decision -
Decision Reference DRN-5906583
9 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5906583 The complaint Mr M complains that when he attempted to close an account for one of his grandchildren, he was given conflicting information and received poor customer service from Nationwide Building Society. What happened Mr M opened Junior Individual Savings Account’s (ISA’... (3 pages)View decision -
Decision Reference DRN-6235906
9 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6235906 The complaint Mr S complains that HSBC UK Bank Plc unfairly closed his accounts. Mr S adds that HSBC’s actions are not in line with regulations. Mr S says this situation has caused him stress, inconvenience and impacted his health. To put things right he wants his accounts ... (6 pages)View decision