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-5626411
11 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5626411 The complaint T had a business account with Barclays Bank UK PLC that was closed. T is unhappy that the account was closed, and it wasn’t provided a reason for the closure. T says the closure has impacted the running of the business, and caused difficulties repaying a busine... (3 pages)View decision -
Decision Reference DRN-5660532
11 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5660532 The complaint Mr T is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr T fell victim to a cruel impersonation scam. In summary, he was contacted by someone claiming to be Revolut who said his accounts had... (3 pages)View decision -
Decision Reference DRN-5628804
11 Jul 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5628804 The complaint Mr M and Ms W made a claim for a lost ring on a home insurance policy. They are unhappy with the value Tesco Underwriting Limited has offered them to replace the ring. What happened Both parties are aware of the events that led to the complaint, so I won’t repe... (2 pages)View decision -
Decision Reference DRN-5640107
11 Jul 2025 Bastion Insurance Company Limited Not upheldInsuranceDRN-5640107 The complaint Mr S complains about the terms of his roadside assistance policy, which is underwritten by Bastion Insurance Company Limited. What happened The circumstances of the complaint are known to both parties. So, the following is intended only as a summary. For the sa... (3 pages)View decision -
Decision Reference DRN-5485189
11 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5485189 The complaint Mrs M complains that Admiral Insurance (Gibraltar) Limited did not give her a fair value for her car when it settled a claim on her motor insurance policy. She told us that to buy a comparable replacement car she’s had to take out a loan to cover the shortfall.... (3 pages)View decision -
Decision Reference DRN-5270295
11 Jul 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5270295 The complaint Mr L complains about the way in which The Co-operative Bank Plc handled a chargeback claim in respect of payments made to an online bookmaker. What happened Mr L had an account with an online bookmaker, which I’ll call “B”. In March and April 2024 he made nine ... (3 pages)View decision -
Decision Reference DRN-5669521
11 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5669521 The complaint Mr K is unhappy National Westminster Bank Public Limited Company (“NatWest”) didn’t pick up on or offer any support when he was gambling in a compulsive and problematic way. What happened In 2023 and 2024 Mr K submitted chargeback claims to NatWest regarding tr... (4 pages)View decision -
Decision Reference DRN-5686981
11 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5686981 The complaint Mr T complains about the way HSBC UK Bank Plc (“HSBC”) handled a claim he made to it in respect of a purchase he made using his credit card. What happened In January 2022 and February 2022, Mr T made two payments totalling £1,800 on his HSBC credit card to pay... (5 pages)View decision -
Decision Reference DRN-5615179
11 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5615179 The complaint Mr L complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened The background of this ... (5 pages)View decision -
Decision Reference DRN-5612694
11 Jul 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5612694 The complaint Mr S complains that HSBC UK Bank Plc did not treat him fairly in the way it administered his mortgage and when it took possession of his home. What happened In 2016 Mr S took out a mortgage for £299,250 with HSBC. The mortgage was in joint names with his now ex... (4 pages)View decision
