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 401363 results
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Decision Reference DRN-5669801
11 Dec 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5669801 The complaint Mr D and Mrs S complain that Metro Bank PLC won’t refund the money they lost when they were the victims of a scam. What happened In February 2024, Mr D received a phone call from someone who said they worked for another bank he held an account with. The caller... (3 pages)View decision -
Decision Reference DRN-5598216
11 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5598216 The complaint Mr M complains that Lloyds Bank Plc didn’t do enough to protect him from losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In 2024, M... (3 pages)View decision -
Decision Reference DRN-5891530
10 Dec 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5891530 The complaint Mr L has complained Watford Insurance Company Europe Limited declined a claim he made under his motor insurance policy. What happened Mr L was involved in an accident in April 2025 declared his car a total loss. But in May 2025, Watford declined the claim as th... (3 pages)View decision -
Decision Reference DRN-5930538
10 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-5930538 The complaint Miss K has complained about the way esure Insurance Limited handled a claim she made on her motor insurance policy. What happened Miss K was involved in a car accident in February 2025. Her car sustained damage, and she made a claim on her motor insurance polic... (3 pages)View decision -
Decision Reference DRN-5932691
10 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5932691 The complaint Mr B complains that HSBC UK Bank Plc is holding him liable for transactions which he says he didn’t authorise. What happened Mr B has complained to this service about transactions on his HSBC account dated between 26 May 2023 and 27 November 2024 (earlier tran... (3 pages)View decision -
Decision Reference DRN-5932690
10 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5932690 The complaint Mr B complains that HSBC UK Bank Plc is holding him liable for transactions which he says he didn’t authorise. What happened Mr B complained to HSBC on 2 June 2023 about transactions on his account dating back to 2015. HSBC refunded one transaction for £26.90 ... (3 pages)View decision -
Decision Reference DRN-5903590
10 Dec 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5903590 The complaint Mrs B complains that Marks and Spencer Financial Services Plc (M&S) marked her account as settled in December 2024 but later reported the account as unpaid. What happened Mrs B holds a credit account with M&S. In 2020 she entered into a Debt Management ... (2 pages)View decision -
Decision Reference DRN-5908551
10 Dec 2025 EE Limited UpheldConsumer CreditDRN-5908551 The complaint Mr R complains that EE Limited has charged him for a mobile phone he didn’t receive. What happened On 13 May 2025 Mr R ordered a new mobile phone from EE and entered into a fixed sum loan agreement. EE’s nominated courier attempted to deliver the phone to Mr R’... (2 pages)View decision -
Decision Reference DRN-6001996
10 Dec 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-6001996 The complaint Mr M and Ms W complain that Accredited Insurance (Europe) Limited (AIL) refused to pay their claim for a lost ring. Mr M had buildings and contents insurance underwritten by AIL. As the policy was in his name, I’ll refer to Mr M throughout. Reference to AIL’s ... (2 pages)View decision -
Decision Reference DRN-5946522
10 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5946522 The complaint Mr O and Mrs O complained they didn’t receive the replacement mobile phone sent to them when Aviva Insurance Limited (Aviva) settled their claim under their mobile phone policy. As Mr O and his representative mainly dealt with the claim and complaint, for ease... (2 pages)View decision