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 400695 results
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Decision Reference DRN-5823370
6 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5823370 The complaint Mr C complains HSBC UK Bank Plc won’t refund the money he lost to what he believes was an investment scam. In bringing this complaint Mr C is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this complain... (6 pages)View decision -
Decision Reference DRN-5829867
6 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5829867 The complaint Mr A has complained that Ageas Insurance Limited (Ageas) has unfairly declined a claim under his home insurance policy. What happened Mr A contacted Ageas to make a claim for storm damage to his home. Ageas sent a surveyor to assess the damage. It then decline... (2 pages)View decision -
Decision Reference DRN-5623965
6 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5623965 The complaint Mr B complains about a missed payment appearing on his credit file in respect of the credit card he has with Barclays Bank UK PLC trading as Tesco Bank (‘TB’). What happened The parties are familiar with the background details of this complaint – so I will brie... (3 pages)View decision -
Decision Reference DRN-5922234
6 Nov 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5922234 The complaint Mr M has complained that a car provided on finance by Advantage Finance Ltd was not of satisfactory quality or as described. What happened Both Mr M and Advantage are familiar with the events, so I’ll briefly summarise them here. Advantage supplied Mr M with a... (7 pages)View decision -
Decision Reference DRN-5846893
6 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5846893 The complaint Mr S is unhappy with how Clydesdale Bank Plc trading as Virgin Money (“Virgin”) responded to his claim made under Section 75 of the Consumer Credit Act 1974. What happened The parties are familiar with the background of this complaint, so I will summarise it he... (3 pages)View decision -
Decision Reference DRN-5826514
6 Nov 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5826514 The complaint Mrs D says that Scottish Equitable Plc (SE) treated her unfairly when it accepted her application for her defined benefit (DB) pension to be transferred to an SE pension. She says SE should compensate her for losses arising from that transfer What happened Mrs ... (4 pages)View decision -
Decision Reference DRN-5778266
6 Nov 2025 Simplyhealth Access Not upheldInsuranceDRN-5778266 The complaint Mr K complains that Simplyhealth Access trading as Simplyhealth gave him incorrect information about the cover under his dental plan. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll f... (2 pages)View decision -
Decision Reference DRN-5922396
6 Nov 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5922396 The complaint Mr W complains about a car supplied under a hire purchase agreement, provided by Blue Motor Finance Ltd (‘BMF’). What happened Around March 2022 Mr W acquired a used car under a hire purchase agreement with BMF. The car is listed with a cash price of £25,000, ... (4 pages)View decision -
Decision Reference DRN-5692249
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5692249 The complaint Mr A complains that National Westminster Bank Plc blocked and then closed his account, without notice and without telling him the reason. He says too that the bank delayed returning funds to him. What happened In March 2025 Mr A made a payment of £800 to his so... (2 pages)View decision -
Decision Reference DRN-5933845
6 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5933845 The complaint Mr J complains that Bank of Scotland plc won’t refund him the money he lost, after he fell victim to an Authorised Push Payment (“APP”) investment scam. What happened The background to this complaint is well known to both parties and has been laid out in detai... (3 pages)View decision