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 367928 results
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Decision Reference DRN-5441035
2 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5441035 The complaint Mr B is unhappy with HSBC UK PLC. Mr B said he went into a branch to get a high interest account and leave his money there for a one year period. A year later he found no interest had been paid. What happened Mr B opened the new accounts during a visit to the ... (3 pages)View decision -
Decision Reference DRN-5462863
2 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5462863 The complaint Miss F and Mr H are unhappy that Liverpool Victoria Insurance Company Limited (‘LV’) wouldn’t consider their claim for accidental damage to a laptop computer under their home contents insurance policy, without first receiving the hard drive for inspection. Wher... (3 pages)View decision -
Decision Reference DRN-5464337
2 Jun 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5464337 The complaint Mr K is unhappy that Scottish Widows Limited trading as Clerical Medical (‘Clerical Medical’) provided him with incorrect information about the value of his pension. He said the mistake was only identified as he was nearing the end of the process to take his re... (3 pages)View decision -
Decision Reference DRN-5557925
2 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5557925 The complaint Miss D complains that Nationwide Building Society unfairly refused to pay a current account switching bonus. What happened On 18 February 2025 Miss D made an application for a Flex Direct account in branch with Nationwide. Miss D has explained she wanted to be... (3 pages)View decision -
Decision Reference DRN-5585299
2 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5585299 The complaint A company, which I will call C, complains that Lloyds Bank PLC (‘Lloyds’) delayed crediting ‘Faster Payments’ to its account. Mr N, who is a director of C, brings the complaint on its behalf. What happened Faster Payments is a quick and secure system for trans... (2 pages)View decision -
Decision Reference DRN-5597835
2 Jun 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5597835 The complaint Mr O complains that Nelson Insurance Company delayed in settling his claim following the theft of his taxi, and the settlement valuation was too low. What happened Mr O held a Private and Public Hire insurance policy with Nelson for his taxi vehicle. In July 2... (3 pages)View decision -
Decision Reference DRN-5497500
2 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5497500 The complaint Miss S complains that Revolut Ltd won’t refund payments she didn’t make or otherwise authorise. Miss S is being represented by solicitors in this complaint. What happened The full details of this complaint are well known to both parties, so I’ll only provide ... (4 pages)View decision -
Decision Reference DRN-5597833
2 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5597833 The complaint Miss M complains that NewDay Ltd trading as Fluid and Aqua lent irresponsibly when it approved credit card applications she made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Miss M’s... (4 pages)View decision -
Decision Reference DRN-5288679
2 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5288679 The complaint Mr W complains that BMW Financial Services (GB) (“BMWFS”) Limited refused him finance to acquire a car through a finance agreement. What happened In July 2024 Mr W approached a dealership to acquire a car using finance from BMWFS. His application was declined f... (2 pages)View decision -
Decision Reference DRN-5183228
2 Jun 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5183228 The complaint Mr B complains about a car supplied under a conditional sale agreement, provided by Santander Consumer (UK) Plc. What happened Around June 2020 Mr B acquired a used car under a conditional sale agreement with Santander. The car is listed with a cash price of £... (5 pages)View decision
