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-5687848
25 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5687848 The complaint A company, which I’ll refer to as T, complains that HSBC UK Bank Plc acted unfairly when the company sought support and loan restructuring following a period of difficult financial circumstances What happened T has banked with HSBC for a number of years. At the... (5 pages)View decision -
Decision Reference DRN-5585490
25 Sep 2025 The Ancient Order of Foresters Friendly Society Limited Not upheldInvestmentsDRN-5585490 The complaint Mr and Mrs B complain about the market value reduction (MVR) that The Ancient Order of Foresters Friendly Society Limited (trading as Foresters Friendly Society) has applied to their with-profits investment policies. What happened In March 2021, Mr and Mrs B t... (4 pages)View decision -
Decision Reference DRN-5757438
25 Sep 2025 Yorkshire Building Society Not upheldMortgagesDRN-5757438 The complaint Mr and Mrs N’s complaint is about a buy-to-let mortgage they have with Yorkshire Building Society trading as Chelsea Building Society (CBS). They have said that the mortgage was mis-sold to them and there was potentially fraudulent conduct on the part of all th... (5 pages)View decision -
Decision Reference DRN-5534333
25 Sep 2025 MIR Limited UK Ltd Not upheldBanking and PaymentsDRN-5534333 The complaint Mr K complains MIR Limited UK Ltd unfairly closed his account and provided him with poor service. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr ... (4 pages)View decision -
Decision Reference DRN-5802719
25 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5802719 The complaint X is unhappy with how she has been treated by Barclays Bank UK PLC, in relation to a joint mortgage. She believes that Barclays should’ve done more to protect her interests, and has caused her significant financial loss and unnecessary stress and worry. What happe... (4 pages)View decision -
Decision Reference DRN-5819210
25 Sep 2025 MBNA Limited Not upheldConsumer CreditDRN-5819210 The complaint Mr O complains that MBNA Limited (“MBNA”) is holding him liable for the debt on a loan he says he neither applied for nor consented to. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief sum... (2 pages)View decision -
Decision Reference DRN-5386099
25 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5386099 The complaint Mr C complains that National Westminster Bank Public Limited Company (NatWest) will not refund money he believes was lost in an investment scam. Mr C is being represented by a professional representative, but for ease of reading I’ve just referred to him. What ... (3 pages)View decision -
Decision Reference DRN-5839954
25 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5839954 The complaint Mr R1 and Mr R2 complain about the additional premium Admiral Insurance (Gibraltar) Limited (Admiral) have charged on their motor insurance policy following a change of occupation. Mr R1 is the policyholder of the policy being complained about and so for ease, ... (3 pages)View decision -
Decision Reference DRN-5825977
25 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5825977 The complaint A limited company, which I’ll refer to as R, complains that HSBC UK Bank Plc acted unfairly in relation to the funds from R’s bounce back loan (“BBL”). In particular, HSBC has recorded the loan as in default, which has had an impact on R’s ongoing trading. What... (3 pages)View decision -
Decision Reference DRN-5840118
25 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5840118 The complaint Mr D complains that Lloyds Bank Plc didn’t do enough to prevent him losing money to a scam. Mr D has used a representative to help him bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr D himself where I also mean the representative. ... (2 pages)View decision