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-5453008
26 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5453008 The complaint Mr G complains that Starling Bank Limited won’t reimburse him in full after he fell victim to a scam. What happened The circumstances of this complaint have been set out in detail by the investigator who considered the complaint, so I won’t repeat them in full ... (3 pages)View decision -
Decision Reference DRN-5804607
26 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5804607 The complaint Mr W complains that HSBC UK Bank Plc trading as first direct altered the application he made for a bank account with an overdraft. What happened Mr W says he applied to open a bank account with an overdraft, but first direct opened an account without an overdra... (2 pages)View decision -
Decision Reference DRN-5568771
26 Sep 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5568771 The complaint Mr J complains First Response Finance Limited (First Response) irresponsibly lent to him because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable. What happened Mr J entered into a hire purchase agreement with First ... (4 pages)View decision -
Decision Reference DRN-5774267
26 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5774267 The complaint Mr and Mrs C complain HSBC UK Bank UK Plc (‘HSBC’), hasn’t reimbursed them following an Authorised Push Payment (‘APP’) property investment scam Mr C fell victim to. They say HSBC should reimburse them for the money they lost. While the account the payments we... (8 pages)View decision -
Decision Reference DRN-5843149
26 Sep 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5843149 The complaint Mr M, a sole trader, complains that Stripe Payments UK Limited is unfairly holding him responsible for a negative balance on his Stripe account. What happened At the beginning of July 2023, Mr M had an account with Stripe which allowed him to take payments fro... (3 pages)View decision -
Decision Reference DRN-5745969
26 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5745969 The complaint Mrs T is unhappy that AXA PPP Healthcare Limited has declined a claim she made on her employer’s private medical insurance policy. What happened Mrs T made a claim for treatment relating to vaginal bleeding on a private medical insurance policy. The policy has... (3 pages)View decision -
Decision Reference DRN-5707261
26 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5707261 The complaint Mr D complains Revolut Ltd sent him two factually incorrect emails that meant he didn’t know what had happened to an inheritance he was due to receive. He complains the agents he spoke to had no idea what was happening either. What happened Mr D has an account ... (2 pages)View decision -
Decision Reference DRN-5810893
26 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5810893 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) unfairly declined his motor vehicle theft claim. What happened The following is intended as a summary of key events only. Mr B held a motor insurance policy with Admiral. He raised a claim ... (3 pages)View decision -
Decision Reference DRN-5488335
26 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5488335 The complaint Mr H complains that Evergreen Finance London Limited trading as moneyboat.co.uk (“Evergreen”) irresponsibly lent him two loans. What happened In March 2024 Mr H applied for a loan with Evergreen. The application was accepted and he was given a loan for £250 to... (3 pages)View decision -
Decision Reference DRN-5765374
26 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5765374 The complaint Mr A complains that AWP P&C S.A. declined part of his claim against his travel insurance policy. Reference to AWP includes its agents. What happened In summary, Mr A had an annual travel insurance policy underwritten by AWP. He booked a trip which had conn... (3 pages)View decision