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 366874 results
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Decision Reference DRN-5265108
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5265108 The complaint R, a limited company, has complained that HSBC UK Bank Plc won’t refund transactions it says it didn’t authorise. Mr G, as director of R, is representing the company. What happened One day in autumn 2023, R’s HSBC card and PIN were used for around £16,000 of sp... (5 pages)View decision -
Decision Reference DRN-5265098
15 Jan 2025 abrdn Client Management Limited Not upheldInvestmentsDRN-5265098 The complaint Mr M complains that abrdn Client Management Limited, trading as abrdn, didn’t pay him the full value of his ISA investment when he liquidated the account. Mr M would now like abrdn to pay him the difference between what they originally advised him his investmen... (3 pages)View decision -
Decision Reference DRN-5197542
15 Jan 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5197542 The complaint Mr and Mrs H complain 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) deciding against p... (23 pages)View decision -
Decision Reference DRN-5177956
15 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5177956 The complaint Mr A complains that AXA Insurance UK Plc trading as Moja unfairly treated his policy as void and declined to pay a claim. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2017. Mr A acquired the car. ... (3 pages)View decision -
Decision Reference DRN-4674401
15 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4674401 The complaint Mr W complains that Wise Payments Limited (Wise) won’t refund money he lost in a recovery scam. What happened What Mr W says: Mr W was the victim of an investment scam – which took place between June 2022 and January 2023. He lost more than £109,000 – that comp... (4 pages)View decision -
Decision Reference DRN-5190644
15 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5190644 The complaint X has complained that Wise Payments Limited won’t refund the money she lost after falling victim to a scam. What happened X was contacted by scammers posing as employers. They hired her for a fake job, then told her she’d lost money and she needed to pay them. ... (2 pages)View decision -
Decision Reference DRN-5066587
15 Jan 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5066587 The complaint Miss P complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-5203237
15 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5203237 The complaint Miss T complains about the service she received when she contacted NewDay Ltd trading as Aqua to set up a repayment plan. What happened Miss T holds a credit card account with Aqua. The card fell into arrears. On 22 May 2024 Miss T called NewDay to set up a pay... (3 pages)View decision -
Decision Reference DRN-5082197
15 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5082197 The complaint Mr E complains Santander UK Plc (“Santander”) blocked and closed his accounts, including a Help-to-Buy (“H2B”) ISA. To put things right, Mr E wants Santander to reinstate his H2B ISA, so he doesn’t lose out on the Government incentive he had been saving towards... (2 pages)View decision -
Decision Reference DRN-5264495
15 Jan 2025 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5264495 The complaint Mr F has complained about the way DAS Legal Expenses Insurance Company Limited handled a claim under the landlord emergency section of his Landlord Insurance policy. When Mr F sent us his complaint form he raised several other issues, which I am not considerin... (4 pages)View decision
