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 381195 results
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Decision Reference DRN-5353195
27 Mar 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5353195 The complaint Mr G complains that HSBC UK Bank Plc was irresponsible in its lending to him. What happened Mr G was provided with three loans by HSBC. Loan Date Amount Term Monthly repayments 1 May 2021 £8,000 36 months £253 2 July 2023 £8,000 36 months £267 3 March 2024 £11,... (4 pages)View decision -
Decision Reference DRN-5433927
27 Mar 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5433927 The complaint Mr H complains about delays and mistakes by Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance after he applied to refinance a loan. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. ... (2 pages)View decision -
Decision Reference DRN-5013493
27 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5013493 The complaint Mrs I complains that Revolut Ltd didn’t do enough to protect her from a scam, and that it hasn’t refunded her after she reported what had happened. What happened Mrs I had been searching for jobs online in June 2023 and had registered her details on some websit... (9 pages)View decision -
Decision Reference DRN-5303170
27 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5303170 The complaint Mr C complains NewDay Ltd trading as Aqua (“NewDay”) lent to him irresponsibly. Mr C’s complaint has been brought to our service via a representative, but for ease of reference I’ll refer to him throughout. What happened In April 2016 Mr C applied for a credi... (3 pages)View decision -
Decision Reference DRN-5433935
27 Mar 2025 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-5433935 The complaint Mr S is unhappy with the service he received from Bank of Ireland (UK) Plc trading as Post Office Financial Services. Mr S wanted to open a new savings account that was offering a better rate of interest. Mr S was unhappy with the amount of time it took, delays... (3 pages)View decision -
Decision Reference DRN-5163915
27 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5163915 The complaint Miss L complains Revolut Ltd (“Revolut”) hasn’t refunded her the money she lost when she fell victim to an impersonation scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some ... (11 pages)View decision -
Decision Reference DRN-5433821
27 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5433821 The complaint Mr J and Mrs J have complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim made under a static caravan policy. As Mrs J mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to her. What h... (6 pages)View decision -
Decision Reference DRN-5043077
27 Mar 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5043077 The complaint Miss L has complained that MBNA Limited hasn’t refunded her disputed transaction. What happened Miss L went on holiday in 2023, and when she checked out of her hotel, she was charged 822 Euros for food and drink. She queried this, as she felt she was only liabl... (2 pages)View decision -
Decision Reference DRN-5422933
27 Mar 2025 Vitality Health Limited Not upheldInsuranceDRN-5422933 The complaint Mr H complains that Vitality Health Limited hasn’t agreed to cover the costs of cancer treatment under his personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary ... (4 pages)View decision -
Decision Reference DRN-5382094
27 Mar 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5382094 The complaint Mrs C is unhappy that Marks & Spencer Financial Services Plc, trading as M&S Bank, gave her incorrect information about the end date of a 0% interest offer that applied to her credit card account. What happened Mrs C had a 0% interest offer on her M&... (3 pages)View decision
