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
-
Decision Reference DRN-5728465
18 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5728465 The complaint Ms R’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (‘the Lender’), acted unfairly and unreasonably by: (1) Being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 19... (3 pages)View decision -
Decision Reference DRN-5760291
18 Aug 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5760291 The complaint Ms D is complaining that Wise Payments Limited didn’t do enough to prevent her from making payments as part of a scam, or to attempt to recover her payments once the scam had been reported. She is also complaining about Wise Payments Limited’s lack of response ... (3 pages)View decision -
Decision Reference DRN-5631244
18 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5631244 The complaint K, a company, complains that TSB Bank plc failed to refund a cash withdrawal when no cash was received. And that as a result it incurred a charge for a returned direct debit. Mr B, a director of the company, represents K. What happened In December 2024 Mr B sen... (2 pages)View decision -
Decision Reference DRN-5681223
18 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5681223 The complaint Mrs M complains that Clydesdale Bank Plc trading as Virgin Money didn’t transfer her matured Individual savings Account (ISA) on the correct date. What happened Mrs M’s Vigin Money ISA matured on 24 October 2024. She asked Virgin Money to transfer the matured ... (2 pages)View decision -
Decision Reference DRN-5734820
18 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5734820 The complaint Mr K complains about the service he received from HSBC UK Bank Plc. What happened Mr K contacted HSBC by phone on 3 April 2025 to check on the progress of some on-going complaints. But the call was disconnected. Several follow up calls were also disconnected a... (2 pages)View decision -
Decision Reference DRN-5749574
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5749574 The complaint Mr R is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr R fell victim to a cruel investment scam after responding to an advert he’d seen online. He made the following transfers from his Rev... (3 pages)View decision -
Decision Reference DRN-5634249
18 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5634249 The complaint Mrs K and Mr K complain that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse funds they say were lost in a scam. What happened Mrs K and Mr K hold a joint account with Halifax. In September 2022 Mrs K and Mr K decided to renovate their home... (5 pages)View decision -
Decision Reference DRN-5513024
18 Aug 2025 Marshmallow Financial Services Ltd Not upheldInsuranceDRN-5513024 The complaint Mr A complained that Marshmallow Financial Services Ltd (Marshmallow) cancelled his insurance cover late and charged him unfairly, under his motor insurance policy. What happened Mr A bought an insurance policy online through Marshmallow. He said this was suppo... (4 pages)View decision -
Decision Reference DRN-5538290
18 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5538290 The complaint Mr H has complained that Domestic & General Insurance Plc (D&G) unfairly declined a claim under his appliance warranty. What happened Mr H made a claim to D&G after the touch sensitive controls on his dishwasher stopped working. D&G sent an en... (3 pages)View decision -
Decision Reference DRN-5404381
18 Aug 2025 Nucleus Financial Services Ltd Not upheldInvestmentsDRN-5404381 The complaint Mr B complains Nucleus Financial Services Limited (‘Nucleus’) took too long to close his stocks and shares ISA and give him the proceeds. And he says it misled him about how long the process would take. What happened Mr B had a stocks and shares ISA with Nucleu... (6 pages)View decision