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-4913366
24 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4913366 The complaint Mr S complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this ... (8 pages)View decision -
Decision Reference DRN-5306570
24 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5306570 The complaint Mr M’s complaint is that Bank of Scotland plc trading as Halifax unfairly recorded a fraud marker against him during the course of a mortgage application. Mr M says this was the wrong decision, and that Halifax has never asked him for any more information that ... (2 pages)View decision -
Decision Reference DRN-5313295
24 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5313295 The complaint Mr A and Mrs K complain that Barclays Bank UK PLC (“Barclays”) failed to refund transactions they didn’t recognise. What happened Mrs K was the main account holder involved with this complaint, so I’ll mainly refer to her for ease of reading. Mrs K reported to ... (5 pages)View decision -
Decision Reference DRN-5305401
24 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5305401 The complaint Mr S complains that HSBC UK Bank Plc (“HSBC”) won’t allow him to set up a direct debit from his savings account to pay his credit card. What happened Mr S holds both a current account and savings account with HSBC. Mr S wished to set up a direct debit from his ... (2 pages)View decision -
Decision Reference DRN-5258550
24 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5258550 The complaint Miss B is unhappy with how esure Insurance Limited (esure) handled a claim made on her motor insurance policy. Any references to esure include its agents. What happened In September 2023 a named driver on Miss B’s policy was involved in an accident in her car... (4 pages)View decision -
Decision Reference DRN-5348698
24 Feb 2025 TSB Bank plc UpheldConsumer CreditDRN-5348698 The complaint Mr S complains that TSB Bank plc was irresponsible in its lending to him. What happened Mr S was provided with a £8,000 fixed sum loan agreement by TSB in September 2023. The loan term was 60 months and Mr S was required to make monthly repayments of £215.53. H... (4 pages)View decision -
Decision Reference DRN-5200477
24 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5200477 The complaint Mr H complains that HSBC UK Bank Plc has not refunded the money he says he lost in two investment scams. Mr H is represented in this matter by a claims management company (CMC), but for ease of reading I will refer to Mr H throughout this decision. What happene... (4 pages)View decision -
Decision Reference DRN-5258011
24 Feb 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5258011 The complaint Mr R is unhappy that HDI Global Specialty SE declined a claim he made on an insurance policy linked to his pension scheme. What happened Mr R is a member of a group policy, arranged by his employer. The policy pays a lump sum in the event of permanent total dis... (2 pages)View decision -
Decision Reference DRN-5269030
24 Feb 2025 BISL Limited UpheldInsuranceDRN-5269030 The complaint Mr B complains about BISL Limited trading as Budget Insurance Services (“BISL”) and the handling of the claim he made following his involvement in a non-fault road traffic accident. What happened The claim and complaint circumstances are well known to both part... (3 pages)View decision -
Decision Reference DRN-4948332
24 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-4948332 The complaint Mrs S and Mr S complain about Aviva Insurance Limited (“Aviva”) for declining their claim for groundwater flood damage. They want Aviva to accept and settle their claim. What happened Mrs S and Mr S insured their home with Aviva. They live in a flood risk area ... (2 pages)View decision
