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 385222 results
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Decision Reference DRN-5386687
11 Apr 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5386687 The complaint Mr W has complained about the way Great Lakes Insurance SE handled a claim he made under his mobile phone insurance policy. Reference to Great Lakes includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise ... (4 pages)View decision -
Decision Reference DRN-5448780
11 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5448780 The complaint Miss S complains about the cost of using her Barclays Bank UK PLC travel wallet through her Barclays app, and the information she received from staff. What happened Miss S said she contacted Barclays to find out how she could use her debit card abroad without i... (3 pages)View decision -
Decision Reference DRN-5467597
11 Apr 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5467597 The complaint Mr D complains that HSBC UK Bank Plc, trading as first direct, got the interest rate wrong when they calculated a settlement figure for him. What happened Mr D took a loan out with first direct in July 2024. The interest rate was set at 6.4% per year. When Mr D... (2 pages)View decision -
Decision Reference DRN-5415498
11 Apr 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5415498 The complaint Mr S complains through a representative that N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”) failed to conduct adequate affordability checks before it lent to him. What happened In April 2019, Northridge provided Mr S with a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5186266
11 Apr 2025 Investment Funds Direct Limited Not upheldPensions and AnnuitiesDRN-5186266 The complaint Mr S complains about the way in which Investment Funds Direct Limited trading as M&G Wealth Platform (“M&G”) has corrected an error in the setup of contributions being made to his pension plan. What happened Mr S has been assisted in making this complai... (3 pages)View decision -
Decision Reference DRN-5175439
11 Apr 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5175439 The complaint Ms G complains Secure Trust Bank Plc trading as Moneyway put adverse information on her credit file even though she quickly caught up any missed payments. What happened Ms G has a credit agreement with Secure Trust and missed some payments. Ms G paid Secure T... (3 pages)View decision -
Decision Reference DRN-5433164
11 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5433164 The complaint Mr S complains that HSBC UK Bank Plc trading as first direct sent his replacement credit card to the wrong address. What happened Mr S holds a credit card with HSBC. His current card was due to expire shortly. On 8 June 2024 Mr S called HSBC to amend his addres... (2 pages)View decision -
Decision Reference DRN-5319913
11 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5319913 The complaint A company which I’ll call ‘B’ complains that HSBC UK Bank Plc unfairly declined its application for a loan and provided poor customer service. The complaint is brought on B’s behalf but its director, who I’ll call ‘Miss H’. What happened Miss H told us: In... (3 pages)View decision -
Decision Reference DRN-5457818
11 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5457818 The complaint Mrs C complains that Nationwide Building Society won’t refund several payments she made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submis... (3 pages)View decision -
Decision Reference DRN-5267295
11 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5267295 The complaint Ms J’s complaint relates to a mortgage she has with National Westminster Bank Plc (NatWest). She has told us that NatWest didn’t co-operate with her application for Support for Mortgage Interest (SMI) and caused an eight-month delay in her claim being accepted ... (4 pages)View decision
