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 374385 results
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Decision Reference DRN-5106780
29 Aug 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5106780 The complaint Mrs G has complained that because of a system error at Computershare Investor Services Plc (‘Computershare’) it caused her to sell her total holding of HSBC shares, rather than carry out a partial sale. Mrs G says the shares held a sentimental value to her and... (3 pages)View decision -
Decision Reference DRN-5695390
28 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5695390 The complaint Mr R complains that the car he acquired through Mercedes-Benz Financial Services UK Limited (“MBFS”), wasn’t of satisfactory quality. He says the car was mis-sold and he wants to reject it. What happened Mr R entered into a PCP agreement in June 2023 to acquire... (4 pages)View decision -
Decision Reference DRN-5700891
28 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5700891 The complaint Mrs F complains that NewDay Ltd trading as Aqua suspended her account without notice. What happened Mrs F holds a credit card account with NewDay. In August 2024 Mrs F raised a complaint with NewDay about affordability. She ‘s unhappy that NewDay suspended her ... (2 pages)View decision -
Decision Reference DRN-5625356
28 Aug 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5625356 The complaint Miss W complains about the service she received from BUPA Insurance Limited (trading as BUPA Dental) when she made a claim for treatment. What happened Miss W holds dental insurance cover via her employer, and the policy is underwritten by BUPA. She received tr... (2 pages)View decision -
Decision Reference DRN-5301725
28 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5301725 The complaint and what happened Miss H has asked our service to look into several complaint points she has raised with Lloyds Bank PLC, who previously provided her with a current account, which I’ve summarised as follows: • Miss H disputes authorising several payments debite... (4 pages)View decision -
Decision Reference DRN-5663799
28 Aug 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5663799 The complaint Miss H has complained about the service received by Tesco Underwriting Limited. She complains that as that as a claim was not resolved in a timely manner her renewal premium increased. What happened The background to this matter is well known to the parties so ... (2 pages)View decision -
Decision Reference DRN-5768833
28 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5768833 The complaint Mr and Mrs B complain that Barclays Bank UK PLC didn’t treat them fairly when the term of their mortgage expired with an unpaid balance. They ask for more time to repay the mortgage. What happened Mr and Mrs B took out a mortgage with Barclays in 2007. Part was... (3 pages)View decision -
Decision Reference DRN-4900180
28 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4900180 The complaint Mr W complains that Bank of Scotland plc trading as Halifax (“Halifax”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr W ha... (2 pages)View decision -
Decision Reference DRN-5782808
28 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5782808 The complaint Mr B complains that Revolut declined to refund him £2,000 which he lost as a result of a scam. He is also unhappy that Revolut registered a Cifas marker against his name without due cause. What happened The circumstances of this complaint are well-known to both... (5 pages)View decision -
Decision Reference DRN-5571873
28 Aug 2025 Vitality Health Limited Not upheldInsuranceDRN-5571873 The complaint Mr S is unhappy with how Vitality Health Limited (Vitality) has handled his private medical insurance claim. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key events. Mr S... (3 pages)View decision
