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 393318 results
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Decision Reference DRN-5673050
26 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5673050 The complaint Mrs L complains about the quality of a car that was supplied through a conditional sale agreement with Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn). Mrs L is also unhappy with the resolution offered by Moneybarn. What happened In November 2024, Mrs ... (3 pages)View decision -
Decision Reference DRN-5723924
26 Sep 2025 Vitality Health Limited Not upheldInsuranceDRN-5723924 The complaint Mr B is unhappy Vitality Health Limited (Vitality) declined his claim. What happened Mr B held a group private medical insurance from 31 October 2024. The policy was underwritten by Vitality on a ‘moratorium’ basis. He contacted Vitality to make a claim on 26 ... (3 pages)View decision -
Decision Reference DRN-5733302
26 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5733302 The complaint Mr T complains that HSBC UK Bank Plc didn’t do enough to prevent him losing money to a scam. Mr T has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr T himself where I also mean his representative. What hap... (3 pages)View decision -
Decision Reference DRN-5656501
26 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5656501 The complaint Miss R is complaining that Santander UK Plc didn’t do enough to prevent her from making a payment to a scam. What happened The circumstances of the complaint are known to both parties so I’ll only summarise them briefly here. In late 2024 Miss R fell victim to ... (3 pages)View decision -
Decision Reference DRN-5523257
26 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5523257 The complaint Mr H complains that Wise Payments Limited trading as Wise will not refund money he lost to a scam. Mr H is represented by a firm, but for ease I have only referred to Mr H in this decision. What happened The background to this complaint is well known to both pa... (2 pages)View decision -
Decision Reference DRN-5742945
26 Sep 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-5742945 The complaint Mrs D complains that Quai Investment Services Limited trading as Intelligent Money (Quai) failed to pass on her monthly pension contributions to her platform provider, leading to a financial loss. Mrs D is represented in her complaint. But I’ll only refer to he... (5 pages)View decision -
Decision Reference DRN-5416780
26 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5416780 The complaint Mr T complains that HSBC UK Bank PLC won’t reimburse him after he fell victim to a job scam. Mr T is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissions as being made by Mr T directly. What happened Mr T h... (3 pages)View decision -
Decision Reference DRN-5601564
26 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5601564 The complaint Miss S complains about the quality of a vehicle she acquired through a conditional sale agreement financed by Moneybarn No.1 Ltd (Moneybarn). What happened In August 2022 Miss S acquired a used car through a conditional sale agreement financed by Moneybarn. Th... (3 pages)View decision -
Decision Reference DRN-5845025
26 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5845025 The complaint Ms Y has complained about the way UK Insurance Limited (UKI) has handled a claim she made on a travel insurance policy. What happened In May 2023 Ms Y made a medical claim on the policy in relation to an accident on 16 May 2023. In June 2023 she made a claim f... (3 pages)View decision -
Decision Reference DRN-5725482
26 Sep 2025 Halifax Share Dealing Limited Not upheldInvestmentsDRN-5725482 The complaint Mr O complains that he received poor service for the Stocks and Shares Individual Savings Account(ISA) and share dealing account he held with Halifax Share dealing Limited trading as IWeb Share Dealing (IWeb) and has suffered financially as a result. What happ... (3 pages)View decision