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 393318 results
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Decision Reference DRN-5503245
9 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5503245 The complaint Mrs M complains about the way that HSBC UK Bank plc has dealt with a credit that was made to her credit card account. What happened Mrs M used her HSBC credit card in February 2024 to make a payment of £772 to a retailer for some items. She returned those items... (4 pages)View decision -
Decision Reference DRN-5806824
9 Sep 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5806824 The complaint Mr L complains ReAssure Limited (‘ReAssure’) hasn’t correctly reported the pension income he took in March 2024, leaving him unable to reclaim tax paid on that sum. What happened Mr L has a personal pension with ReAssure, from which he withdrew a gross lump su... (5 pages)View decision -
Decision Reference DRN-5027967
9 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5027967 The complaint Mr W complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected him from losing money to scammers. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr W has explained that from No... (2 pages)View decision -
Decision Reference DRN-5778267
9 Sep 2025 Chubb European Group SE Not upheldInsuranceDRN-5778267 The complaint The estate of Mr C complains that Chubb European Group SE has unfairly declined the accidental disability claim made on behalf of the late Mr C. What happened The estate of Mr C made an accidental disability claim on the late Mr C’s policy with Chubb. The estat... (2 pages)View decision -
Decision Reference DRN-5571164
9 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5571164 The complaint Ms P has complained about the service provided by British Gas Insurance Limited (British Gas) under her home emergency policy. What happened Ms P complained to British Gas about a range of issues, over several years, she had with the service she received under... (3 pages)View decision -
Decision Reference DRN-5027970
9 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5027970 The complaint Mr W complains that HSBC UK Bank Plc trading as first direct (“First Direct”) hasn’t protected him from losing money to scammers. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary,... (2 pages)View decision -
Decision Reference DRN-5606533
9 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5606533 The complaint Mr D complains that Admiral Insurance (Gibraltar) Limited: refused a claim on his motor insurance policy; provided confusing information and poor service; also it held him fully at fault for an accident which he didn't think he was to blame for. What happe... (3 pages)View decision -
Decision Reference DRN-5805135
9 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5805135 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money has treated him unfairly in relation to its obligations with regard to payments he made using his credit card. What happened In May 2022, Mr W paid a £100 deposit on his Virgin Money credit card fo... (6 pages)View decision -
Decision Reference DRN-5495324
9 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5495324 The complaint Mr D complains that Lloyds Bank PLC hasn’t reimbursed the money he says he’s lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr D made several payments to an account ... (3 pages)View decision -
Decision Reference DRN-5691109
9 Sep 2025 Leeds Building Society Not upheldBanking and PaymentsDRN-5691109 The complaint Mr S complains that Leeds Building Society failed to process his payment request. He says this resulted in him missing out on a digital currency transaction trade. What happened Mr S’ savings account was due to mature and so, around a week prior to maturity, Mr... (3 pages)View decision