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 364862 results
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Decision Reference DRN-5397660
2 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5397660 The complaint B, a company, complains that HSBC UK Bank Plc failed to stop a payment being made in error to a third party, then failed to make reasonable efforts to recover the money. B is represented in this complaint by its director, Mr P. What happened On an early evening... (5 pages)View decision -
Decision Reference DRN-5243517
2 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5243517 The complaint Mr H complains that an international transfer he made through Santander UK Plc (Santander) wasn’t received by the recipient bank. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr H... (2 pages)View decision -
Decision Reference DRN-5509012
2 May 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5509012 The complaint Ms B complains about the service she received from AXA PPP Healthcare Limited when she made a claim on her private medical insurance policy. What happened Ms B has a private medical insurance policy. She successfully claimed on the policy for investigations an... (3 pages)View decision -
Decision Reference DRN-5523020
2 May 2025 Aviva Equity Release UK Limited Not upheldMortgagesDRN-5523020 The complaint Mr S has complained about what happened when he requested a drawdown from his Aviva Equity Release UK Limited lifetime mortgage. What happened Mr S took out this lifetime mortgage in June 2023. He borrowed around £41,000 and an additional cash reserve of £24,00... (5 pages)View decision -
Decision Reference DRN-4781341
2 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4781341 The complaint Miss P complains that HSBC UK Bank Plc (First Direct) is refusing to refund her the amount she lost as the result of a scam. Miss P is being represented by a third party. To keep things simple, I will refer to Miss P throughout my decision. What happened The ba... (3 pages)View decision -
Decision Reference DRN-4937247
2 May 2025 Close Brothers Limited Not upheldConsumer CreditDRN-4937247 The complaint Miss B is unhappy with the quality of a car supplied by Close Brothers Limited using a conditional sale agreement. What happened In March 2022 Miss B entered into a conditional sale agreement with Close Brothers for a used car. The car was around 12 years old a... (2 pages)View decision -
Decision Reference DRN-5130812
2 May 2025 etika Finance UK Limited UpheldConsumer CreditDRN-5130812 The complaint Mr B complains about the balance owed under a fixed sum loan taken out with etika Finance UK Limited. What happened In March 2023, Mr B took out a fixed sum loan with etika to pay for a brand new smart watch device. The watch was ordered through an online retai... (4 pages)View decision -
Decision Reference DRN-5500282
2 May 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5500282 The complaint Mr W complains about the outcome of a claim he made to Capital One (Europe) plc (‘CO’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with min... (4 pages)View decision -
Decision Reference DRN-5149444
2 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5149444 Complaint T, a limited company, complains that Revolut Ltd didn’t refund its losses after it fell victim to a scam. This complaint has been brought by T’s directors, Mr and Mrs H. For the sake of readability, I’ve generally referred to Mr and Mrs H in the text of the decisio... (5 pages)View decision -
Decision Reference DRN-5527189
2 May 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5527189 The complaint Miss V complains about Accredited Insurance (Europe) Ltd’s handling of a claim made under her home insurance and about their settlement offer. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary her... (9 pages)View decision
