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 375432 results
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Decision Reference DRN-5634809
28 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5634809 The complaint Mr and Mrs A complained because Lloyds Bank Plc refused to refund them for disputed transactions which they said they hadn’t authorised. What happened On 28 September 2024, Mr and Mrs A contacted Lloyds. They disputed seven transactions on their joint account ... (4 pages)View decision -
Decision Reference DRN-5592076
28 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5592076 The complaint Mr B and Mrs B have complained about delays that occurred when they applied for a remortgage with Barclays Bank UK PLC. What happened Mr B and Mrs B held a mortgage with another lender. That mortgage was on a preferential interest rate and would move to the len... (5 pages)View decision -
Decision Reference DRN-5781738
28 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5781738 The complaint Mrs M and Mr M complain that Ageas Insurance Limited have provided a poor service following their claim for an escape of oil, and that they haven’t settled the claim in full which has left them out of pocket. What happened Mrs M and Mr M made a claim under the... (6 pages)View decision -
Decision Reference DRN-5659406
28 Aug 2025 Inclusive Finance Limited Not upheldConsumer CreditDRN-5659406 The complaint Mr S complains about an error made by Inclusive Finance Limited trading as Creditspring (‘Creditspring’) which he says has caused him worry and stress. What happened On 17 October 2024, Mr S received an email notification (the ‘notification’) from Creditspring.... (2 pages)View decision -
Decision Reference DRN-5643969
28 Aug 2025 Wakam UK Limited UpheldInsuranceDRN-5643969 The complaint Mrs S complains Wakam UK Limited unfairly declined claims and voided her pet insurance policy. What happened The background to this complaint is well known to the parties and has been documented by our investigator previously, so I’ll only provide a summary her... (3 pages)View decision -
Decision Reference DRN-5775940
28 Aug 2025 HSBC UK Bank Plc Not upheldPensions and AnnuitiesDRN-5775940 The complaint Mr B complains that HSBC UK Bank Plc (HSBC) acted unfairly by changing the process by which he was able to make withdrawals from his self-invested personal pension (SIPP). What happened In 2008, following advice from HSBC, Mr B transferred another pension to a... (4 pages)View decision -
Decision Reference DRN-5712388
28 Aug 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5712388 The complaint Mr and Mrs D have complained about the amount British Gas Insurance Limited charged for their home emergency insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circ... (2 pages)View decision -
Decision Reference DRN-5727354
28 Aug 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5727354 The complaint Mr H has complained that West Bay Insurance Plc has unfairly refused to pay his claim under his motor policy for a damaged vintage cherry picker. What happened On 21 August 2024, Mr H was reversing his cherry picker out of this garage or storage facility when ... (3 pages)View decision -
Decision Reference DRN-5362701
28 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5362701 The complaint Mr B complains that PayPal UK Ltd won’t refund the full amount of money he lost to a scam. What happened Our investigator didn’t uphold the complaint. She didn’t think the payment looked suspicious such that PayPal ought to have made additional checks before pr... (2 pages)View decision -
Decision Reference DRN-5605967
28 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5605967 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it increased the limit on his credit card. What happened Mr R applied for a Virgin Money credit card in January 2020. In his application, Mr R confirmed he was earning £42,... (4 pages)View decision
