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 386170 results
-
Decision Reference DRN-6028848
17 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6028848 The complaint Mr A complains that Lloyds Bank PLC closed his bank accounts and requested the full overdraft repayment for a facility he felt he shouldn’t have been offered. He says Lloyds prevented Mr A from setting up a payment plan, and defaulted his account, impacting his... (6 pages)View decision -
Decision Reference DRN-5831444
17 Dec 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5831444 The complaint Mr T complains about the level of service provided by Mulsanne Insurance Company Limited (MICL) after he made a claim on his motor insurance policy. He wants his car fully repaired and compensation for his stress and time taken. Mr T is represented in this matt... (4 pages)View decision -
Decision Reference DRN-5602564
17 Dec 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5602564 The complaint Mrs P complains Wise Payments Limited trading as Wise (“Wise”) hasn’t refunded funds she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Mrs P said she... (3 pages)View decision -
Decision Reference DRN-5998136
17 Dec 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5998136 The complaint Mr B has complained that Financial & Legal Insurance Company Ltd (F&L) failed to progress a claim he made on his excess protection policy. All references to F&L include its agents. What happened Mr B was involved in a road traffic accident in Octo... (4 pages)View decision -
Decision Reference DRN-6028569
17 Dec 2025 Castle Trust Capital PLC UpheldBanking and PaymentsDRN-6028569 The complaint Ms P complains about the actions of Castle Trust Capital PLC (“Castle”) when she wanted to open a savings account. What happened In early 2025 Ms P wanted to open a savings account with Castle. She was unhappy about the service she received so she complained to... (3 pages)View decision -
Decision Reference DRN-5946614
17 Dec 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5946614 The complaint Mr H complains about how The Mortgage Business Plc (TMB) has handled his buy to let mortgage since he entered into an individual voluntary arrangement (IVA), a form of insolvency procedure. What happened Mr H had a buy to let mortgage with TMB. In 2020 he enter... (3 pages)View decision -
Decision Reference DRN-5742345
17 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5742345 The complaint Mrs P complains that Bank of Scotland plc trading as Halifax didn’t reply to her request for a Data Subject Access Request (DSAR) within the prescribed timescale and omitted key information when it was supplied. Mrs P wanted the key information sent to her as w... (3 pages)View decision -
Decision Reference DRN-5982512
17 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5982512 The complaint Miss B complains that HSBC UK Bank Plc didn’t notify her that it had placed a block on her debit card. What happened Miss B had a current account with HSBC. On 5 July 2025 HSBC stopped a card payment she attempted to make in a store and added a block to her de... (3 pages)View decision -
Decision Reference DRN-5988959
17 Dec 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5988959 The complaint Mr C complains that Zopa unfairly declined his request to write off his credit card’s outstanding balance. What happened Mr C opened a credit card with a £500 limit with Zopa in August 2024. In the first month, Mr C used the credit card and built up an outstan... (3 pages)View decision -
Decision Reference DRN-5848719
17 Dec 2025 Cigna Europe Insurance Company SA Not upheldInsuranceDRN-5848719 The complaint Mr S has complained that Cigna Europe Insurance Company SA has declined to fully cover a claim under his private medical insurance policy. What happened Mr S injured his knee and submitted a claim for treatment in November 2024. Cigna paid the claim for physio... (3 pages)View decision
