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-5737322
11 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5737322 The complaint Miss B complains about the settlement that Admiral Insurance (Gibraltar) Limited offered her for the total loss of her car following a claim made on her motor insurance policy. She wants it to increase its offer by £4,000. What happened Miss B’s car was damage... (3 pages)View decision -
Decision Reference DRN-5800189
11 Sep 2025 Gain Credit LLC UpheldConsumer CreditDRN-5800189 The complaint Miss W complains about Gain Credit LLC trading as Lending Stream. She says that it lent to her irresponsibly. What happened Miss W applied for one loan on 23 February 2024. It was for £500 but Lending Stream offered her a loan of £250. It was to be repaid over ... (3 pages)View decision -
Decision Reference DRN-5804987
11 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5804987 The complaint Ms L’s unhappy with how Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) handled her request for account access to be restored when they blocked her credit card account. Ms L says this caused harm to her credit file and financial loss, and she wants this ... (2 pages)View decision -
Decision Reference DRN-5687749
11 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5687749 The complaint Mr L has complained about the way Capital One (Europe) plc (“Capital One”) dealt with a claim for money back in relation to a hotel room he paid for with credit it provided. What happened In January 2025, Mr L used his Capital One credit card to pay for a hote... (5 pages)View decision -
Decision Reference DRN-5690155
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5690155 The complaint Mr A complains that HSBC UK Bank Plc trading as first direct deleted the payment details of a beneficiary after he hadn’t used these for more than 13 months. What happened Mr A explains that he needed to pay a local taxi firm and confirmed that he would use the... (2 pages)View decision -
Decision Reference DRN-5810797
11 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5810797 The complaint Mrs H complains TSB Bank Plc has refused to refund transactions made from her account which she says were unauthorised. Mrs H is represented in this complaint by her daughter, Mrs W. What happened Between 2018 and 2023, regular cash withdrawals were made from... (5 pages)View decision -
Decision Reference DRN-4817422
11 Sep 2025 Phoenix Life Limited Not upheldInsuranceDRN-4817422 The complaint The estate for Mr M complains that Phoenix Life Limited misled the late Mr M into accepting a settlement offer following an earlier complaint, without telling him that the policy would continue to be reviewable. What happened The late Mr M had reviewable whole ... (4 pages)View decision -
Decision Reference DRN-5726083
11 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5726083 The complaint Mrs F complains that Admiral Insurance (Gibraltar) Limited settled a claim on her motor insurance policy as a fault. She wants it changed to non-fault. What happened Mrs F said she hit some debris on the road which damaged her car, and she called Admiral to di... (3 pages)View decision -
Decision Reference DRN-5485065
11 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5485065 The complaint Mr M complains Lloyds Bank PLC unfairly closed his account when he was abroad and denied him access to funds when he attended branch. What happened The detailed background to this complaint is well known to both Mr M and Lloyds. So, I’ll only provide a brief o... (3 pages)View decision -
Decision Reference DRN-5796304
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5796304 The complaint Mr and Mrs O complain about the service they received from HSBC UK Bank Plc (“HSBC”) when purchasing a car. In particular, they are unhappy in the delays experienced in processing the payment for the purchase and the customer service they received regarding thi... (3 pages)View decision