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 401363 results
-
Decision Reference DRN-5923616
3 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5923616 The complaint Mrs C is unhappy that HSBC UK Bank Plc provided misleading information about how interest applies to her credit account when a balance transfer balance is present. What happened Mrs C has a HSBC credit account on which she had two balance transfers, both of whi... (3 pages)View decision -
Decision Reference DRN-5904095
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5904095 The complaint Mr L complains that Monzo Bank Ltd (Monzo) has treated him unfairly about disputes raised for transactions made on his debit card for goods. What happened On 17 March 2025, Mr L purchased an item from a merchant who I’ll call A. The item was described as follow... (3 pages)View decision -
Decision Reference DRN-5921534
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5921534 The complaint The estate of Ms G complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY allowed Ms G to retain substantial funds in a non-interest bearing account, without advising her of alternatives. The complaint is made by Ms G1 as an executor of Ms G’s estate. ... (3 pages)View decision -
Decision Reference DRN-5883540
3 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5883540 The complaint Mrs T complains that the car she acquired through BMW FINANCIAL SERVICES (GB) LIMITED, trading as Alphera Financial Services (“BMW”), wasn’t of satisfactory quality. She wants to reject the car and cancel the finance agreement. Mrs T is represented in her comp... (4 pages)View decision -
Decision Reference DRN-5884285
3 Nov 2025 Bank of Scotland Plc UpheldMortgagesDRN-5884285 The complaint Mr G complains that Bank of Scotland plc, trading as Birmingham Midshires (BM), wrongly obtained an order for possession of his property. The arrears on his mortgage had been repaid before the court hearing and Mr G says the possession order resulted in the los... (4 pages)View decision -
Decision Reference DRN-5735024
3 Nov 2025 Ageas Insurance Limited UpheldInsuranceDRN-5735024 The complaint Mrs D and Mr G complain about the way Ageas Insurance Limited has settled a claim they made on their home insurance policy. Mrs D and Mr G have been represented in bringing the claim and complaint. But for ease, I’ve referred to all comments and actions as bein... (2 pages)View decision -
Decision Reference DRN-5851535
3 Nov 2025 TICORP Limited Not upheldInsuranceDRN-5851535 The complaint Mr and Mrs M complain about the sale of their travel insurance policy by TICORP Limited. Staysure is a trading name of TICORP Limited, but for ease I’ll only refer to TICORP in this decision. What happened Mr and Mrs M bought an annual travel insurance policy... (2 pages)View decision -
Decision Reference DRN-5922783
3 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5922783 The complaint Mr A complains that Wise Payments Limited closed his account without warning or explanation, and that it has not returned the funds which were held in the account to him. What happened Mr A held US dollar and Euro accounts with Wise. He also has a Euro account ... (2 pages)View decision -
Decision Reference DRN-5910771
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5910771 The complaint This complaint’s about a mortgage Miss S holds with National Westminster Bank Public Limited Company (NatWest). The complaint relates primarily to how NatWest has dealt with Miss S’s requests for help during an extended period of financial hardship. What happe... (4 pages)View decision -
Decision Reference DRN-5923614
3 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5923614 The complaint Mr J complains about the settlement he’s received from Admiral Insurance (Gibraltar) Limited (Admiral) following a claim under his car insurance policy. What happened Mr J had a car insurance policy underwritten by Admiral. Following an accident, the insured v... (4 pages)View decision