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 392389 results
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Decision Reference DRN-5856804
9 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5856804 The complaint Miss P complains HSBC UK Bank PLC (“HSBC”) failed to protect her funds and refuses to refund the total amount she lost after falling victim to a romance scam. What happened I issued my provisional decision on 19 September 2025 setting out the facts of this com... (4 pages)View decision -
Decision Reference DRN-5725418
9 Oct 2025 Complete Credit Consultancy Limited Not upheldConsumer CreditDRN-5725418 The complaint Mr N complains Complete Credit Consultancy Limited trading as Zinc Credit Management (Zinc) contacted him regarding a debt and then didn’t provide documents he says they should. Mr N says Zinc also don’t have a lawful basis for processing his data. What happene... (3 pages)View decision -
Decision Reference DRN-5573794
9 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5573794 The complaint Mr O complains that Santander UK Plc (trading as Cahoot) won’t refund the money he lost when he fell victim to a scam. Mr O is represented in this complaint by a claims management company, but for simplicity I will refer to Mr O throughout this decision, even ... (6 pages)View decision -
Decision Reference DRN-5677380
9 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5677380 The complaint Miss H complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund her the amount she lost as the result of a scam. Miss H is being represented by a third party. To keep things simple, I will refer to Miss H throughout my decision. Wh... (4 pages)View decision -
Decision Reference DRN-5855158
9 Oct 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5855158 The complaint Mr R’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Consumer Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 197... (19 pages)View decision -
Decision Reference DRN-5869058
9 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5869058 The complaint Miss F complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss F was approved for a Virgin Money credit card in January 2023, with a £3,700 credit limit. The credit limit was increased to £7,400 in February 2024.... (5 pages)View decision -
Decision Reference DRN-5870797
9 Oct 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5870797 The complaint Mr B complains about Lloyds Bank General Insurance Limited’s handling of his building and contents insurance claim, and the settlement it offered him. Any reference to Lloyds Bank includes the actions of its agents. What happened Mr B holds buildings and cont... (9 pages)View decision -
Decision Reference DRN-5746065
9 Oct 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5746065 The complaint Miss B is unhappy that Zurich Assurance Ltd has declined a claim she made on her personal protection policy. What happened Miss B took out a personal protection policy. She made a claim following a diagnosis for breast cancer. Zurich weren’t able to accept the ... (2 pages)View decision -
Decision Reference DRN-5864067
9 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5864067 The complaint Mr N has complained that, following contact with HMRC, he explained to Aviva Life & Pensions UK Limited (Aviva) that it wasn’t applying the correct tax code, but that it didn’t take appropriate action. Mr N has said that, as a consequence, he’s been paying ... (6 pages)View decision -
Decision Reference DRN-5213417
9 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5213417 The complaint Miss G says National Westminster Bank Public Limited Company (“NatWest”) failed to protect her from financial harm. Miss G has appointed a professional representative who has brought this complaint on her behalf. However, for ease, I will simply refer to “Miss ... (3 pages)View decision