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 388057 results
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Decision Reference DRN-5510497
29 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5510497 The complaint O, a limited company, has complained HSBC UK Bank plc won’t refund £2,000 they lost as the result of a scam. Mrs T is the director of O and represents them in their complaint. What happened In October 2023 Mrs T paid someone £2,000 from O’s HSBC account for a w... (2 pages)View decision -
Decision Reference DRN-5511284
29 Apr 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5511284 The complaint Mr R complains that Monzo Bank Ltd was irresponsible in its lending to him. What happened Mr R was provided with an initial loan for £7,000 by Monzo in April 2023. The loan term was 60 months and Mr R was required to make monthly repayments of £205. He was then... (3 pages)View decision -
Decision Reference DRN-5367771
29 Apr 2025 Saga Services Limited Not upheldInsuranceDRN-5367771 The complaint Mr and Mrs J complain about the service they received from Saga Services Limited in relation to their private medical insurance policy. What happened Mr and Mrs J have private medical insurance arranged by Saga. The policy renewed in June each year. In October... (3 pages)View decision -
Decision Reference DRN-5508371
29 Apr 2025 Ramsdens Financial Limited Not upheldConsumer CreditDRN-5508371 The complaint Mr H complains that Ramsdens Financial Limited, trading as Ramsdens, failed to return all of the items he pawned with them. What happened In 2019 Mr H pawned a watch with a company I will call ‘M’. That company stopped trading and Ramsdens subsequently purchase... (2 pages)View decision -
Decision Reference DRN-5497082
29 Apr 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5497082 The complaint Mr N complains about the service he received from Royal & Sun Alliance Insurance Limited (“RSA”) when he made a claim under his home insurance (contents) policy. RSA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the act... (4 pages)View decision -
Decision Reference DRN-5214331
29 Apr 2025 Halifax Share Dealing Limited Not upheldInvestmentsDRN-5214331 The complaint Mr M complains that Halifax Share Dealing Limited trading as IWeb Share Dealing prevented the transfer of shares from a Save As You Earn (SAYE) scheme into a 2023/24 Individual Saving Account (ISA). What happened Mr M transferred some shares he held in a SAYE s... (2 pages)View decision -
Decision Reference DRN-5506390
29 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5506390 The complaint S complains that Starling Bank Limited hasn’t reimbursed it for payments it made due to an impersonation scam. What happened In September 2023, S received an email it thought related to a ticket ballot it had entered earlier in the year. It followed the link to... (5 pages)View decision -
Decision Reference DRN-5331146
29 Apr 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5331146 The complaint Mr O complains that he is being discriminated against by his motor insurer, Advantage Insurance Company Limited (‘Advantage’), because of his nationality. He says this means that he is paying a higher premium for his policy than he should be. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5017611
29 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5017611 The complaint Mrs S has complained that HSBC UK Bank Plc declined her claim under section 75 of the Consumer Credit Act 1974. What happened Mrs S bought a conservatory through a third party supplier, that I will refer to here as ‘T’, and paid her deposit using her credit car... (2 pages)View decision -
Decision Reference DRN-5483703
29 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5483703 The complaint Mr S complained about actions taken by HSBC UK Bank Plc trading as ‘first direct’ and the service it provided when he tried unsuccessfully to arrange a cash collection at a branch and was restricted from using his debit card to make cash withdrawals . What hap... (3 pages)View decision