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 375119 results
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Decision Reference DRN-5248495
21 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5248495 The complaint Mr C has complained HSBC UK Bank plc did nothing to stop him being the victim of a cryptocurrency-related investment scam. What happened Mr C was looking for investment opportunities to improve his and his family’s financial situation. He started researching hi... (3 pages)View decision -
Decision Reference DRN-5723895
21 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5723895 The complaint Mr J complains about a claim he made to Monzo Bank Ltd (Monzo) for a declined refund from a retailer. What happened In February 2025, Mr J bought items of clothing, shoes and jewellery from a global and well- known luxury brand retailer (the retailer) whilst ab... (3 pages)View decision -
Decision Reference DRN-5760014
21 Aug 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5760014 The complaint Miss P complains that AXA PPP Healthcare Limited declined to pay for physiotherapy under her private health insurance policy. What happened Miss P took out a private health insurance policy with AXA as a continuation of cover from a previous group policy. The ... (5 pages)View decision -
Decision Reference DRN-5637190
21 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5637190 The complaint Ms D complains about the content of an internal call between two agents from Bank of Scotland plc trading as Halifax (Halifax), which she received following a data subject access request (DSAR). She says that the agents were disrespectful about her. What happen... (3 pages)View decision -
Decision Reference DRN-5762354
21 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5762354 The complaint Mr W says Mercedes-Benz Financial Services UK Limited (MBFS) incorrectly charged him for excess mileage at the end of his agreement . He would like this rectified. What happened Mr W says when he took out his finance agreement with MBFS he agreed a 12000 annua... (4 pages)View decision -
Decision Reference DRN-5762273
21 Aug 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5762273 The complaint Mrs A and Mr H complain about the way The Mortgage Works (UK) Plc dealt with their application for a buy to let mortgage. They say it caused them to incur unnecessary costs of about £1,000 before having to pull out of their purchase. What happened Mrs A and Mr ... (3 pages)View decision -
Decision Reference DRN-5247260
21 Aug 2025 Bank of Scotland Plc Not upheldInvestmentsDRN-5247260 The complaint Miss N’s complaint against Bank of Scotland (‘BoS’) is about the advice they gave her in 2008 to invest in a Personal Investment Plan (‘PIP’). What happened In 2008, BoS advised Miss N to invest £100,000 in a Personal Investment Trust. The investment was place... (3 pages)View decision -
Decision Reference DRN-5766934
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5766934 The complaint Mr D is unhappy with Barclays Bank UK Plc trading as Barclaycard’s decision not to refund him the cost of an electrician service he booked from a third party company. What happened Mr D disputes the service he received from a third party company (who I’ve refer... (7 pages)View decision -
Decision Reference DRN-5657661
21 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5657661 The complaint Mr V has complained about U K Insurance Limited trading as Direct Line (UKI)’s decision to record a claim he made as a fault claim. Mr V is a named driver under Mrs V’s Motability insurance policy with UKI. What happened Mr V reported damage to their car to the... (2 pages)View decision -
Decision Reference DRN-5703990
21 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5703990 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited offered him an unfair settlement under a motor insurance policy. What happened Mr M had an Admiral motor insurance policy. In November 2024, he made a claim on his policy after his car was damaged. Admir... (2 pages)View decision
