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 375868 results
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Decision Reference DRN-5726434
2 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5726434 The complaint Mrs D complains that Capital One (Europe) Plc (Capital One) acted irresponsibly in granting her a credit card account, as she says it was unaffordable for her. What happened Mrs D took out a credit card with Capital One in February 2022. The initial credit limi... (3 pages)View decision -
Decision Reference DRN-5768216
2 Sep 2025 Topaz Finance Limited UpheldMortgagesDRN-5768216 The complaint Mr I and Mr S complain that Topaz Finance Limited trading as Siberite Mortgages has unnecessarily prolonged their request for a shortfall sale. They said it has lost documents they sent, and still hasn’t registered a lasting power of attorney for Mr S. What hap... (6 pages)View decision -
Decision Reference DRN-5195880
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5195880 The complaint Ms N complains Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspicious such that Revolut ought to have made additional checks before ... (2 pages)View decision -
Decision Reference DRN-5531348
2 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5531348 The complaint Mr E complains that HSBC UK Bank Plc (trading as First Direct) won’t refund money he says he lost to an investment scam. Mr E is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr E in this decision. What happened T... (5 pages)View decision -
Decision Reference DRN-5617248
2 Sep 2025 Currencies Direct Limited Not upheldBanking and PaymentsDRN-5617248 The complaint Mr H brings this complaint on behalf of M, a limited company. His complaint is that Currencies Direct Limited hasn’t reimbursed M after it fell victim to a scam. Mr H had authority to act on behalf of M and so for ease I will refer to Mr H throughout the decis... (6 pages)View decision -
Decision Reference DRN-5414241
2 Sep 2025 Covea Insurance plc Not upheldInsuranceDRN-5414241 The complaint Miss H complains that Covea Insurance plc (“Covea”) declined her claim on her property insurance policy for theft. She wants it to cover the theft of and damage to her property. Any reference to Covea includes its agents. What happened In July 2023, Miss H made... (3 pages)View decision -
Decision Reference DRN-5669094
2 Sep 2025 Nationwide Building Society UpheldMortgagesDRN-5669094 The complaint Mr and Mrs W’s complaint relates to their mortgage held with Nationwide Building Society. They’re unhappy that they’ve been offered higher interest rates than new customers and they say that during the online rate switch application process the rates were chang... (3 pages)View decision -
Decision Reference DRN-5598280
2 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5598280 The complaint Mrs and Mr P complain that AXA Insurance UK Plc has unfairly handled a claim made on their buildings insurance. Mrs and Mr P feel the settlement amount offered for works needed following an escape of water claim is unfair. They feel all of the work completed an... (4 pages)View decision -
Decision Reference DRN-5750374
2 Sep 2025 Bank of Scotland Plc UpheldMortgagesDRN-5750374 The complaint Mr B complains that Bank of Scotland plc trading as Birmingham Midshires said he could cancel his new fixed interest rate deal even after it had been applied. But when he asked to change his rate, BM said he’d have to pay higher interest for a month. What happe... (7 pages)View decision -
Decision Reference DRN-5684157
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5684157 The complaint Mr S complains NewDay Ltd trading as Fluid (NewDay) failed to carry out suitable financial checks before it approved a credit card account for him. What happened Mr S says NewDay approved a credit card account for him in February 2024 with a credit limit of £2,... (3 pages)View decision
