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 366874 results
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Decision Reference DRN-5558186
14 May 2025 Experian Limited UpheldConsumer CreditDRN-5558186 The complaint Mr B is unhappy with how Experian Limited handled his request to amend the Password Notice of Correction (PNOC) on his credit file. What happened The background to this complaint and my provisional findings were set out in my provisional decision sent to both ... (6 pages)View decision -
Decision Reference DRN-5520562
14 May 2025 Vitality Health Limited Not upheldInsuranceDRN-5520562 The complaint Mr G is unhappy that Vitality Health Limited (Vitality) declined to remove a medical condition exclusion on his private medical insurance policy. What happened Mr G has a private medical insurance policy with Vitality. An exclusion has been applied to Mr G’s po... (3 pages)View decision -
Decision Reference DRN-5203962
14 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5203962 The complaint Mr and Mrs H complain that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost as the result of a scam. What happened In 2023, Mr and Mrs H were looking for a campervan. They found one they were interested in, but it was sold before they were able to vie... (4 pages)View decision -
Decision Reference DRN-5402845
14 May 2025 EE Limited Not upheldConsumer CreditDRN-5402845 The complaint Mr W complains EE Limited misled him into entering into a fixed sum loan agreement for a mobile phone device. What happened Mr W had an existing agreement with EE. In June 2022, he says he called EE to upgrade his device which led to him entering into a new fi... (4 pages)View decision -
Decision Reference DRN-5530480
12 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5530480 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard cancelled his credit card, registered a default on his credit file and transferred his account to a debt collection agency. What happened Mr S held a credit card account with Barclays. In or around... (3 pages)View decision -
Decision Reference DRN-5438929
12 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5438929 The complaint Mrs D has complained that HSBC UK Bank Plc gave her incorrect information about a potential increase to her credit limit. What happened In November 2024, Mrs D reduced her HSBC credit card limit from £10,000 to £5,000. However, shortly thereafter, she wanted to... (2 pages)View decision -
Decision Reference DRN-5528458
12 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5528458 The complaint Dr M complains about the way in which HSBC UK Bank Plc has administered her credit card account. What happened Dr M holds a Partnership Card credit card account with John Lewis. The account was opened in 2006 and was administered by HSBC until 2022. In 2022 Joh... (3 pages)View decision -
Decision Reference DRN-5022735
12 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5022735 The complaint Ms S complains that Wise Payments Limited won’t refund money she lost as part of an investment scam. Ms S is professionally represented, however, to keep things simple, I’ll refer to Ms S throughout my decision. What happened The background to this complaint is... (4 pages)View decision -
Decision Reference DRN-5490646
12 May 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5490646 The complaint Ms W complains about AXA Insurance UK Plc’s decision to decline a claim under a home insurance policy. Ms W has largely been represented by a friend in this complaint, but for ease of reference, I shall refer to anything they said on Ms W’s behalf to have been ... (4 pages)View decision -
Decision Reference DRN-4994103
12 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4994103 The complaint Ms S complains that Revolut Ltd hasn’t protected her 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, Ms S has explained that from November 2022 to M... (7 pages)View decision
