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-5646440
23 Sep 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5646440 The complaint Mr C complains that Lloyds Bank PLC didn’t treat him fairly when he experienced financial difficulties with his mortgage, in particular that it threatened repossession and added legal fees to the balance. What happened Mr C has a mortgage with Lloyds. It was or... (4 pages)View decision -
Decision Reference DRN-5782007
23 Sep 2025 Zopa Bank Limited UpheldBanking and PaymentsDRN-5782007 The complaint Mr D has complained Zopa Bank Limited is continuing to hold him liable for a debt on a credit card he didn’t take out. What happened In October 2024 Mr D received a letter from a third-party collection agency. They confirmed there was an outstanding debt of £70... (3 pages)View decision -
Decision Reference DRN-5698526
23 Sep 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5698526 The complaint Mrs A complains that HDI Global Specialty SE declined a claim on her pet insurance policy. What happened Mrs A took out pet insurance for her pet dog. The policy is underwritten by HDI and started in August 2024. In January 2025 her dog was seen by the vet abou... (2 pages)View decision -
Decision Reference DRN-5777731
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5777731 The complaint Mr C complains that HSBC UK Bank Plc trading as First Direct has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened In April 2024, Mr C attended a design consultation with a merchant, who I’... (3 pages)View decision -
Decision Reference DRN-5647841
23 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5647841 The complaint Mr A complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled a claim on his motor insurance policy. What happened For the year from late August 2023, Mr A had a comprehensive policy with Admiral. Mr A acquired an electric car made by a spec... (4 pages)View decision -
Decision Reference DRN-5664260
23 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5664260 The complaint Ms A complains that Admiral Insurance (Gibraltar) Limited has unfairly handled her motor insurance claim when it considered her at fault for an accident. What happened Ms A has a motor insurance policy for her car which is insured through Admiral. When making... (3 pages)View decision -
Decision Reference DRN-5814909
23 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5814909 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss H applied for an Aqua credit card in June 2021. In her application, Miss H said she was em... (3 pages)View decision -
Decision Reference DRN-5809029
23 Sep 2025 First Complete Limited UpheldInsuranceDRN-5809029 The complaint Mr and Mrs H, Mrs M and Mr M complain that, during the process of placing their life policy in trust, an appointed representative of First Complete Limited, trading as PRIMIS Mortgage Network (“PRIMIS”), sent their personal details to an unauthorised third part... (3 pages)View decision -
Decision Reference DRN-5465255
23 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5465255 The complaint Mrs R is unhappy that Bank of Scotland Plc trading as Halifax won’t refund payments she made because of a purchase scam. What happened In summary, Mrs R looked into the possibility of investing in a new build property in another country. She carried out resear... (4 pages)View decision -
Decision Reference DRN-5810101
23 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5810101 The complaint Mr O complains Revolut Ltd (“Revolut”) hasn’t refunded funds he says he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr O said he was contacted via a me... (4 pages)View decision