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-5914054
5 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5914054 The complaint Mr A complains that Lloyds Bank plc (‘Lloyds’) unfairly decreased his credit limit and blocked his credit card after he’d asked for help managing his other accounts. Mr A wants his credit limit to be restored, his account unblocked, for negative entries to be ... (3 pages)View decision -
Decision Reference DRN-5726269
5 Nov 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5726269 The complaint Miss R complains about the quality of a car she acquired under a hire purchase agreement with FIRST RESPONSE FINANCE LIMITED (FR). When I refer to what Miss R and/or FR said or did, it should also be taken to include things said or done on their behalf. What ... (5 pages)View decision -
Decision Reference DRN-5924722
5 Nov 2025 Openwork Limited UpheldMortgagesDRN-5924722 The complaint Mr and Mrs M complain that The Mortgage Branch – an appointed representative if Openwork Limited trading as The Openwork Partnership recommended a mortgage that was not suitable for them. What happened In 2021 Mr and Mrs M approached a mortgage broker, The Mort... (11 pages)View decision -
Decision Reference DRN-5846200
5 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5846200 The complaint Mr M complains that Starling Bank Limited (‘Starling’) as the receiving bank, could’ve prevented the loss he suffered. What happened In 2021, Mr M was introduced to an individual by a friend he’d known since secondary school and trusted. I’ll refer to the indi... (3 pages)View decision -
Decision Reference DRN-5882964
5 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5882964 The complaint Mr E complains that HSBC UK Bank Plc has restricted his account and withheld access to funds. What happened Mr E had an account with HSBC. On a number of occasions in 2024, HSBC restricted Mr E’s account. HSBC says this was because third party banks had contact... (2 pages)View decision -
Decision Reference DRN-5928539
5 Nov 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5928539 The complaint Mrs D and Mr P complain about the way that Inter Partner Assistance SA (IPA) has settled a claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I con... (4 pages)View decision -
Decision Reference DRN-5928563
5 Nov 2025 British Gas Insurance Limited UpheldInsuranceDRN-5928563 The complaint Mr D has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under his home emergency policy. References to British Gas include companies acting on its behalf. What happened Mr D contacted British Gas to send an engineer to dea... (4 pages)View decision -
Decision Reference DRN-5846178
5 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5846178 The complaint Mr M complains that Nationwide Building Society (‘Nationwide’) as the receiving bank, could’ve prevented the loss he suffered. What happened In 2021, Mr M was introduced to an individual by a friend he’d known since secondary school and trusted. I’ll refer to ... (3 pages)View decision -
Decision Reference DRN-5923811
5 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5923811 The complaint Mr I complains that Revolut Ltd didn’t do enough to help him when he told it about a dispute he had over services paid for using his Revolut debit card. What happened On 14 January 2025 Mr I attempted to purchase flights via a third-party travel agent. The cost... (5 pages)View decision -
Decision Reference DRN-5696110
5 Nov 2025 Sky UK Limited Not upheldConsumer CreditDRN-5696110 The complaint Mr R complained about the way that Sky UK Limited dealt with the administration of a fixed sum loan agreement he had with it. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail.... (3 pages)View decision