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
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Decision Reference DRN-5901942
3 Nov 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5901942 The complaint “A” complain that ClearBank Limited (“Tide”) held them responsible for a failed a cash withdrawal. What happened “A” are a Limited Company who are represented here by Mr L who was involved in the incident. So, where it makes sense, I’ll refer to Mr L. Mr L wen... (5 pages)View decision -
Decision Reference DRN-5922244
3 Nov 2025 Pinnacle Insurance Limited Not upheldInsuranceDRN-5922244 The complaint Mrs B complains that Pinnacle Insurance Limited has unfairly declined a claim under her insurance policy. Where I refer to Pinnacle, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed back... (4 pages)View decision -
Decision Reference DRN-5922032
3 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5922032 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited continues to decline a claim he made on his motor insurance policy. What happened Mr S held a motor insurance policy with Admiral. Mr S made a claim to Admiral for damage he said was caused by an acciden... (3 pages)View decision -
Decision Reference DRN-5810735
3 Nov 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5810735 The complaint Mr S and his wife Mrs Z complain that First Central Underwriting Limited (“First Central”) mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car with a diesel engine and first re... (4 pages)View decision -
Decision Reference DRN-5682865
3 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5682865 The complaint Miss D complains NewDay Ltd trading as Aqua (“NewDay”) irresponsibly lent to her. What happened In May 2018 Miss D applied for a credit card with NewDay. The application was accepted and she was provided with an initial limit of £900. The credit limit fluctuat... (3 pages)View decision -
Decision Reference DRN-5911822
3 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5911822 The complaint Mr C and Miss R complain that Bank of Scotland plc trading as Halifax downgraded their current account, meaning that their savings account was also downgraded. What happened In February 2023 Mr C and Miss R opened a reward current account with Halifax. This was... (3 pages)View decision -
Decision Reference DRN-5921778
3 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5921778 The complaint Mr and Mrs H are complaining that HSBC UK Bank Plc didn’t do enough to prevent them from making payments to an investment which they now believe to be a scam. What happened In 2020 Mr and Mrs H saw a television advert for an investment company. They spoke to th... (3 pages)View decision -
Decision Reference DRN-5877178
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5877178 The complaint Miss I is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss I fell victim to a cruel job scam. After responding to a text message claiming to be from a recruiter, she was offered a fake... (4 pages)View decision -
Decision Reference DRN-5786008
3 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5786008 The complaint Miss R complains American Express Services Europe Limited (Amex) failed to carry out proper financial checks before it approved a credit card account for her. What happened Miss R says Amex approved a credit card account for her in April 2021 with a credit limi... (3 pages)View decision -
Decision Reference DRN-5735220
3 Nov 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5735220 The complaint Mr A has complained that a car he acquired using finance from Hyundai Capital UK Limited isn’t of satisfactory quality. What happened In November 2023, Mr A entered into a finance agreement with Hyundai for a new car. However, he’s explained he soon noticed the... (2 pages)View decision