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 381194 results
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Decision Reference DRN-5380918
24 Mar 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5380918 The complaint Miss A is unhappy with Inter Partner Assistance SA’s (IPA) decision to decline her claim. What happened Miss A had travel medical insurance with IPA. In September 2023 she purchased a single trip policy with it by phone for a holiday to Spain. Whilst on holiday... (2 pages)View decision -
Decision Reference DRN-5284490
24 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5284490 The complaint Mr and Mrs S are complaining Accredited Insurance (Europe) Ltd (Accredited) has declined a claim they made on their buildings insurance policy. References to Accredited include the actions of any business acting on their behalf. What happened In March 2024 Mr a... (6 pages)View decision -
Decision Reference DRN-5364984
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5364984 The complaint Miss H complains that NewDay Ltd reduced the credit limit on her credit card. What happened Miss H holds a Debenhams credit card with NewDay. On 26 October 2024 Miss H made a payment of £18.41 to her account using the online service. However, the payment wasn’t... (3 pages)View decision -
Decision Reference DRN-5421424
24 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5421424 The complaint Mr R complains HSBC UK Bank Plc (HSBC) didn’t do enough to protect him when he fell victim to a scam. What happened Mr R said he was speaking with a friend who lived overseas who brought up that he had been investing for a while and made a significant amount o... (3 pages)View decision -
Decision Reference DRN-4828566
24 Mar 2025 Bamboo Limited Not upheldConsumer CreditDRN-4828566 The complaint Mrs M complains Bamboo Limited (“Bamboo”) is holding her liable for a loan which she says was taken out fraudulently in her name. What happened Around September 2023 Mrs M came across a company, C, claiming to offer a low-risk investment opportunity. She says C... (3 pages)View decision -
Decision Reference DRN-5422129
24 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5422129 The complaint Mr H complains HSBC UK Bank Plc (“HSBC”) closed his accounts and did so without notice nor explanation. Mr H is also unhappy HSBC did this shortly after notifying him his overdraft limit would be reduced and reviewed again in six months’ time. Mr H says his HSB... (6 pages)View decision -
Decision Reference DRN-5382056
24 Mar 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5382056 The complaint Mr H is unhappy that North Edinburgh and Castle Credit Union Limited, trading as Castle Community Bank, considered him to still owe money on a loan after he paid an agreed loan settlement figure to them. What happened On 30 October 2024, Mr H received a loan se... (2 pages)View decision -
Decision Reference DRN-3719525
24 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3719525 The complaint Mr B has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (‘SSAS’) that happened in August 2015. Mr B’s SSAS was subsequently used to invest in a fractional share of a hotel complex, through The Resort... (17 pages)View decision -
Decision Reference DRN-5293562
24 Mar 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5293562 The complaint Miss K complains about some issues with a car that she’d ordered and which was to be supplied to her under a hire agreement with Motability Operations Limited. Miss K is being represented in her complaint by her son. What happened Miss K ordered a car from a de... (2 pages)View decision -
Decision Reference DRN-5362633
24 Mar 2025 Bank of Scotland Plc UpheldMortgagesDRN-5362633 The complaint Mr and Mrs M complain about changes to the overpayment allowance on their mortgage with Bank of Scotland plc trading as Halifax. What happened Mr and Mrs M had a residential mortgage with another lender that was transferred to Halifax in 2020. The original mor... (3 pages)View decision
