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 375868 results
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Decision Reference DRN-5783055
29 Aug 2025 West Bay Insurance Plc UpheldInsuranceDRN-5783055 The complaint Mr and Mrs G have complained about their commercial vehicle insurer West Bay Insurance Plc regarding a claim they made when their pick-up van was stolen. What happened Mr and Mrs G’s pick up was stolen in mid-May 2024, with a claim being made to West Bay by th... (5 pages)View decision -
Decision Reference DRN-5222193
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5222193 The complaint Mr R complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In late 2021, Mr R was looking for ways to invest his money and came across an advert on a social media website for a company ... (6 pages)View decision -
Decision Reference DRN-5500357
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5500357 The complaint Mrs K complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money she believes she lost to an investment scam. Mrs K referred her complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer only to Mr... (3 pages)View decision -
Decision Reference DRN-5106780
29 Aug 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5106780 The complaint Mrs G has complained that because of a system error at Computershare Investor Services Plc (‘Computershare’) it caused her to sell her total holding of HSBC shares, rather than carry out a partial sale. Mrs G says the shares held a sentimental value to her and... (3 pages)View decision -
Decision Reference DRN-5695390
28 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5695390 The complaint Mr R complains that the car he acquired through Mercedes-Benz Financial Services UK Limited (“MBFS”), wasn’t of satisfactory quality. He says the car was mis-sold and he wants to reject it. What happened Mr R entered into a PCP agreement in June 2023 to acquire... (4 pages)View decision -
Decision Reference DRN-5700891
28 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5700891 The complaint Mrs F complains that NewDay Ltd trading as Aqua suspended her account without notice. What happened Mrs F holds a credit card account with NewDay. In August 2024 Mrs F raised a complaint with NewDay about affordability. She ‘s unhappy that NewDay suspended her ... (2 pages)View decision -
Decision Reference DRN-5625356
28 Aug 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5625356 The complaint Miss W complains about the service she received from BUPA Insurance Limited (trading as BUPA Dental) when she made a claim for treatment. What happened Miss W holds dental insurance cover via her employer, and the policy is underwritten by BUPA. She received tr... (2 pages)View decision -
Decision Reference DRN-5301725
28 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5301725 The complaint and what happened Miss H has asked our service to look into several complaint points she has raised with Lloyds Bank PLC, who previously provided her with a current account, which I’ve summarised as follows: • Miss H disputes authorising several payments debite... (4 pages)View decision -
Decision Reference DRN-5663799
28 Aug 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5663799 The complaint Miss H has complained about the service received by Tesco Underwriting Limited. She complains that as that as a claim was not resolved in a timely manner her renewal premium increased. What happened The background to this matter is well known to the parties so ... (2 pages)View decision -
Decision Reference DRN-5768833
28 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5768833 The complaint Mr and Mrs B complain that Barclays Bank UK PLC didn’t treat them fairly when the term of their mortgage expired with an unpaid balance. They ask for more time to repay the mortgage. What happened Mr and Mrs B took out a mortgage with Barclays in 2007. Part was... (3 pages)View decision
