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 392389 results
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Decision Reference DRN-5779659
12 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5779659 The complaint Mr and Mrs R complain that HSBC UK Bank Plc trading as First Direct (‘First Direct’) provided them with misinformation about actions Mr and Mrs R needed to take, and about its communication with them. For ease, I will refer to all actions and comments as those ... (3 pages)View decision -
Decision Reference DRN-5634723
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5634723 The complaint Miss M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In August 2024 Monzo received a fraud report from another bank about a payment made into Miss M’s Monzo account. This payment wa... (2 pages)View decision -
Decision Reference DRN-5319915
12 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5319915 The complaint Mr V complains Bank of Scotland plc (“BoS”) failed to protect him from financial harm and refuses to refund the money he lost to a scam. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Mr V s... (3 pages)View decision -
Decision Reference DRN-5801223
12 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5801223 The complaint Mr P complains that Kroo Bank Ltd has declined to refund disputed transactions that were made from his account. What happened Between April and May 2024, several transactions debited Mr P’s account to three different online retailers that he says he didn’t make... (3 pages)View decision -
Decision Reference DRN-5355517
12 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5355517 The complaint Z, a limited company, has complained Revolut Ltd won’t refund them for two transactions made using one of their company cards. What happened Mr B is one of the directors of Z and is managing their complaint to our service. I will refer to both him and Z through... (2 pages)View decision -
Decision Reference DRN-5813234
12 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5813234 The complaint Mr S complains that Inter Partner Assistance SA (IPA) declined his travel insurance claim. My references to IPA include its claims handling agent. What happened Mr S had travel insurance insured by IPA. He’d booked a flight from an airport I’ll refer to as H t... (3 pages)View decision -
Decision Reference DRN-5814730
12 Sep 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5814730 The complaint Mr C complains Sainsburys Bank Plc continues to fail to provide him with accessible services despite prior assurances that improvements would be made. What happened Mr C has an account with Sainsbury’s Bank. He’s told us he’s a deaf customer. Mr C says he compl... (3 pages)View decision -
Decision Reference DRN-5814594
12 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5814594 The complaint Mr and Mrs H complain that U K Insurance Limited (UKI) overcharged them for their home insurance policy. They have also raised concerns about poor communication and customer service. Mr and Mrs H are joint policyholders, but most of the communication regarding ... (4 pages)View decision -
Decision Reference DRN-5579555
12 Sep 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5579555 The complaint Mrs W and Mr W are unhappy with the decision by Ageas Insurance Limited following a claim for storm damage on their home insurance policy. Mrs W and Mr W are both parties to this complaint. Mr W has primarily dealt with this service. For ease of reference, I h... (4 pages)View decision -
Decision Reference DRN-5484217
12 Sep 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5484217 The complaint Mr O complains that Gain Credit LLC trading as Lending Stream has not done the right thing in relation to his credit file recording of a loan he had with it. What happened On 1 November 2024 Mr O agreed with Lending Stream to take a loan. It was for £150 plus i... (3 pages)View decision