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-5613986
10 Sep 2025 Unum Ltd Not upheldInsuranceDRN-5613986 The complaint Ms S complains that Unum Ltd has unreasonably declined a claim she made under her employer’s group income protection policy. What happened As the background of this complaint is familiar to both parties, I have summarised it below. Ms S is represented in bring... (4 pages)View decision -
Decision Reference DRN-5804301
10 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5804301 The complaint Mr F complains HSBC UK Bank Plc won’t reimburse £60,000 he lost to an investment opportunity that he now considers to be an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to... (9 pages)View decision -
Decision Reference DRN-5577971
10 Sep 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5577971 The complaint Ms N is unhappy that The Prudential Assurance Company Ltd (“Prudential”) communicated with her in relation the various pension policies she held with them. What happened Ms N originally held various pension policies with Scottish Amicable Life Assurance, invest... (5 pages)View decision -
Decision Reference DRN-5706515
10 Sep 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5706515 The complaint Mr E complains that MBNA Limited won’t refund to him the payments that he made for some gambling transactions. What happened Mr E has an MBNA credit card and he had applied a gambling freeze to his account. He complained to MBNA in October 2024 that it had allo... (4 pages)View decision -
Decision Reference DRN-5777864
10 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5777864 The complaint Mr A is unhappy because Barclays Bank UK PLC trading as Tesco Bank declined his disputed transaction claim. What happened On 31 January 2025 Mr A used his Tesco Bank credit card to pay for repairs to his car. The repair costs were £200. Mr A subsequently raised... (2 pages)View decision -
Decision Reference DRN-5671993
10 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5671993 The complaint Mrs S complains Revolut Ltd won’t refund the money she lost when she fell victim to a scam. What happened Mrs S responded to a promoted cryptocurrency investment which she understood was linked to a well-known public figure. Unfortunately, this was a scam. Afte... (3 pages)View decision -
Decision Reference DRN-5809055
10 Sep 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5809055 The complaint Mr P complains that Tandem Motor Finance Limited is holding him responsible for damage that was caused to a car after it had agreed that he could reject it. What happened A used car was supplied to Mr P under a hire purchase agreement with Tandem Motor Finance ... (3 pages)View decision -
Decision Reference DRN-5613406
10 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5613406 The complaint Ms and Mr G complain about how UK Insurance Limited T/A Churchill dealt with and settled their home emergency claim. What happened Ms and Mr G hold a household insurance policy, which is provided by Churchill. This policy includes cover for home emergencies. ... (4 pages)View decision -
Decision Reference DRN-5477444
10 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5477444 The complaint Mr Y complains that Santander UK Plc (‘Santander’) declined to refund him approximately £2,000 which he lost as a result of a scam. What happened The circumstances surrounding this complaint are well known to both parties, so I will not go into every detail of... (3 pages)View decision -
Decision Reference DRN-5510741
10 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5510741 The complaint Miss P has complained that HSBC UK Bank Plc won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case, and our decisions are anonymised, so I’ll summarise what happened in brief. Miss P was recommen... (3 pages)View decision