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-5208030
5 Sep 2025 XTB Limited Not upheldInvestmentsDRN-5208030 The complaint Mr D has complained that his Contracts for Difference (‘CFD’) positions held with XTB Limited (‘XTB’) were unfairly closed due to margin close out. He says he has suffered a loss of £4,412.18. What happened Mr D opened his CFD account with XTB on 21 April 2024... (4 pages)View decision -
Decision Reference DRN-5798312
5 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5798312 The complaint A, a company, complains that HSBC UK Bank Plc hasn’t returned £30,010.01 after it closed its bank account. What happened A had an account with HSBC. In 2023, HSBC restricted the account and carried out a review. It asked A for information about the funds in the... (2 pages)View decision -
Decision Reference DRN-5737939
5 Sep 2025 MTF (NH) Limited UpheldMortgagesDRN-5737939 The complaint Mr K’s complaint relates to damage that was caused to his property in 2024 while it was in the possession of MTF (NH) Limited, his former lender. What happened In February 2022 Mr K took out a bridging loan with MTF. He borrowed £150,000 over twelve months. The... (8 pages)View decision -
Decision Reference DRN-5732267
5 Sep 2025 AWP P&C S.A. UpheldInsuranceDRN-5732267 The complaint Mr P and the estate of Mrs P complain because AWP P&C S.A. has only partially settled their travel insurance claim. They also complain about AWP’s delays in handling the claim. Mr P and the estate of Mrs P’s complaint has been brought to us by a representat... (3 pages)View decision -
Decision Reference DRN-5796771
5 Sep 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5796771 The complaint Mr B and Mrs K complain that ARAG Legal Expenses Insurance Company Limited withdrew cover for a claim on their landlord’s legal expenses insurance policy and failed to pay their legal costs. What happened Mr B are joint policyholders but Mr B has dealt with the... (4 pages)View decision -
Decision Reference DRN-5625510
5 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5625510 The complaint Mr P has complained that an engineer sent by Inter Partner Assistance SA (IPA) under his home emergency policy caused damage to his property. What happened IPA sent an engineer to fix a leaking radiator at Mr P’s home. Mr P later complained. He said that follo... (3 pages)View decision -
Decision Reference DRN-5598893
5 Sep 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5598893 The complaint Miss S has complained about several aspects of Casualty & General Insurance Company (Europe) Ltd (CGI)’s claims handling of her varying claims for vet treatment for her dog under her pet policy. What happened Miss S took out this pet policy for her dog on ... (4 pages)View decision -
Decision Reference DRN-5602107
5 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5602107 The complaint Mrs L and Mr L complain U K Insurance Limited (UKI) have declined the claim they made under their home insurance policy following an escape of water. This complaint has been bought by both Mrs L and Mr L, but as Mr L has been leading in this complaint, and for ... (2 pages)View decision -
Decision Reference DRN-5332593
5 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5332593 The complaint Mr C has complained about how Clydesdale Bank Plc trading as Virgin Money (Virgin Money) handled a refund claim he made to them. What happened Mr C purchased clothes from a retailer I shall call G in August 2023 to the sum of £1,691.00 on his Virgin Money credi... (5 pages)View decision -
Decision Reference DRN-5655772
5 Sep 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5655772 The complaint Miss T complains that Metro Bank PLC trading as RateSetter was irresponsible in its lending to her. She wants all interest and charges paid on the loan refunded and any adverse information regarding the loan removed from her credit file. What happened Miss T wa... (3 pages)View decision