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-5720456
9 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5720456 The complaint Mr M complains that he couldn’t use his banking app with TSB Bank plc to make an urgent payment. Aside from this causing him trouble and upset, he’s unhappy with the difficulties he experienced in complaining. What happened A summary of what happened is below. ... (2 pages)View decision -
Decision Reference DRN-5854770
9 Oct 2025 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5854770 The complaint Mrs E complains about Somerset Bridge Insurance Services Limited’s (trading as Go Skippy Insurance) (“SBISL”) decision to cancel her car insurance policy and about the charges which followed. What happened Mrs E says she took out a car insurance policy in Marc... (3 pages)View decision -
Decision Reference DRN-5696017
9 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5696017 The complaint Mr K has complained that Aviva Insurance Limited declined a claim he made on a travel insurance policy. What happened Mr K was on a trip abroad in October 2024 when he became ill after ingesting cannabis. He therefore made a claim on the policy for medical cos... (3 pages)View decision -
Decision Reference DRN-5753477
9 Oct 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5753477 The complaint Mr and Mrs D complain that Barclays Bank UK PLC made mistakes after they arranged a new fixed interest rate on their buy-to-let mortgage and that it hasn’t done enough to put things right. What happened Mr and Mrs D have an interest-only buy-to-let mortgage wit... (2 pages)View decision -
Decision Reference DRN-5659236
9 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5659236 The complaint Mr B complains that Monzo Bank Ltd didn’t properly pursue his claim in respect of a breach of contract with a merchant. What happened On 5 October 2024 Mr B agreed to have replacement windows installed at a cost of £4,788 and paid a deposit of £800. A survey wa... (3 pages)View decision -
Decision Reference DRN-5849530
9 Oct 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5849530 The complaint Ms B and Mr H complain that HSBC UK Bank Plc trading as first direct unfairly declined their mortgage application. What happened In 2024, Ms B and Mr H applied to first direct to remortgage from their existing lender. They wanted to borrow £154,000 over four ye... (5 pages)View decision -
Decision Reference DRN-5866147
9 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5866147 The complaint Mr C complains that Zopa Bank Limited lent to him irresponsibly. What happened Mr C took a loan from Zopa on the following terms: Date Amount Term Monthly repayment Total payable23 January 2024 £6,00048 months £193.28 £9,277.39 On 13 January 2025, Mr C compla... (5 pages)View decision -
Decision Reference DRN-5849673
9 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5849673 The complaint Mr M complains that HSBC UK Bank Plc won’t refund money he lost when he was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Around May 2023 Mr M received a WhatsApp... (4 pages)View decision -
Decision Reference DRN-5490321
9 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5490321 The complaint Mr L complains that Wise Payments Limited trading as Wise won’t reimburse money he lost to a scam. Mr L has brought his complaint with the assistance of a professional representative. What happened In 2021 Mr L made what he believed was a cryptocurrency investm... (4 pages)View decision -
Decision Reference DRN-5849681
9 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5849681 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he was a victim of a scam. Mr M is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events... (4 pages)View decision