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-5659528
28 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5659528 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (Admiral) declined his claim following a road traffic accident he was involved in, under his motor insurance policy. What happened Mr M was involved in a serious collision whilst driving his car in July... (3 pages)View decision -
Decision Reference DRN-5129335
28 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5129335 The complaint Mr L complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected him from losing money he paid to two of HSBC’s customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In br... (2 pages)View decision -
Decision Reference DRN-5129364
28 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5129364 The complaint Mr and Mrs L complain that HSBC UK Bank Plc trading as first direct (“First Direct”) hasn’t protected them from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief su... (3 pages)View decision -
Decision Reference DRN-5762037
28 Aug 2025 esure Insurance Limited UpheldInsuranceDRN-5762037 The complaint Mr B complains about the settlement offer by esure Insurance Limited on his car insurance policy. What happened I’m sorry to hear that Mr B was involved in an accident in his car. He raised a claim with esure who accepted it. After validating the claim, esure s... (4 pages)View decision -
Decision Reference DRN-5665787
28 Aug 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5665787 The complaint Mr M has complained that Astrenska Insurance Limited (trading as Collinson Insurance) declined a claim he made on a travel insurance policy. What happened Mr M was on a trip abroad in June 2024 when he became unwell and received hospital treatment. Due to ongo... (3 pages)View decision -
Decision Reference DRN-5129389
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5129389 The complaint Mr L complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr L has explained that in February 2024 he mad... (2 pages)View decision -
Decision Reference DRN-5775585
28 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5775585 The complaint Mr F complains about the service he received from Clydesdale Bank Plc trading as Virgin Money, in connection with his credit card account. What happened Mr F holds a credit card account with Virgin. In late 2023, Mr F’s card expired, and Virgin Money wrote to ... (3 pages)View decision -
Decision Reference DRN-5400749
28 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5400749 Complaint Mr H and the estate of the late Mrs H complain that HSBC UK Bank Plc didn't pay a refund after it learned that Mrs R had fallen victim to a scam. Background The background to this complaint is familiar to both parties, so I will only provide a brief summary of... (3 pages)View decision -
Decision Reference DRN-5190387
28 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5190387 Complaint Mr M is unhappy that Santander UK Plc didn't reimburse him after he reported falling victim to a scam. Background Mr M wanted to support members of his family who were seeking to relocate to the UK on work visas. To assist them, he made payments to three diffe... (3 pages)View decision -
Decision Reference DRN-5288940
28 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5288940 The complaint Mr M is unhappy Wise Payments Limited won’t refund a payment he says he made as part of a scam. What happened Mr M says a friend he’d known for a long time, that lived abroad, said he had advanced cancer. To help facilitate what could be a final meet up, Mr M s... (3 pages)View decision
