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 381082 results
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Decision Reference DRN-5755443
31 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5755443 The complaint Miss J complains that National Westminster Bank Public Limited Company trading as Ulster Bank has decreased her overdraft limit. What happened Ulster Bank wrote to Miss J in January 2025 and explained that it had taken the decision to reduce Miss J’s overdraft... (3 pages)View decision -
Decision Reference DRN-5685164
31 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5685164 The complaint Mr S complains HSBC UK Bank Plc won’t refund the money he says he lost to a scam. What happened Mr S came across a property investment opportunity with a company, “C”, via a friend who I understand was acting as an introducer for them. C claimed to offer invest... (5 pages)View decision -
Decision Reference DRN-5832739
31 Oct 2025 Flex Mortgages Limited Not upheldMortgagesDRN-5832739 The complaint Mr A and Ms O complain that Flex Mortgages Limited: • Did not administer the agreement correctly. • Unfairly applied interest, fees and charges. • Took legal action unfairly and unnecessarily. What happened In 2006 Mr A and Ms O took out a second charge mortgag... (4 pages)View decision -
Decision Reference DRN-5844533
31 Oct 2025 U K Insurance Limited UpheldInsuranceDRN-5844533 The complaint Mr T complains that U K Insurance Limited (“UKI”) sold him a breakdown policy that couldn’t cover his motorhome, and then didn’t cover his claim. Mr T is represented in his complaint, but for ease I’ll refer to him throughout. What happened Mr T had a breakdown... (3 pages)View decision -
Decision Reference DRN-5910188
31 Oct 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5910188 The complaint Mr G complains that RCI Financial Services Limited trading as Mobilize Financial Services (“RCI”) refused to let him reject a faulty car. What happened In October 2023 Mr G acquired a second-hand car costing £14,199. It had covered 13,600 miles and was funded b... (3 pages)View decision -
Decision Reference DRN-5886065
31 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5886065 The complaint Mrs J has complained that Barclays Bank UK PLC won’t refund several payments she says she made and lost to a scam. Mrs J has referred the complaint to us using a representative. However, for ease I will refer to Mrs J throughout. What happened The background ... (4 pages)View decision -
Decision Reference DRN-5807961
31 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5807961 The complaint Mr C complains PayPal UK Ltd allowed him to open multiple accounts and gamble, which led to significant losses and harm to Mr C. What happened Mr C opened numerous accounts with PayPal and made payments to gambling companies through these accounts. Mr C told... (5 pages)View decision -
Decision Reference DRN-4931982
31 Oct 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4931982 The complaint X holds (jointly and severally) a Lasting Power of Attorney (‘LPA’) for Mrs W. The complaint is about the experiences faced by X (acting under the LPA) and by Mrs W’s Financial Adviser (‘FA’) when they sought to conduct a withdrawal from her Investment Bond (‘... (6 pages)View decision -
Decision Reference DRN-5857005
31 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5857005 The complaint Mr B has complained that Inter Partner Assistance SA (IPA) declined a claim he made on a travel insurance policy. Mr B has been represented in making this complaint, however, for ease, I will just be referring to Mr B in this decision. What happened Mr B purc... (3 pages)View decision -
Decision Reference DRN-5866622
31 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5866622 The complaint Mrs C complains that HSBC UK Bank Plc rejected her disputed transaction claim. What happened Mrs C purchased a shower screen from a merchant using her HSBC card. When the shower screen was delivered and fitted Mrs C discovered that the screen door opened inward... (3 pages)View decision
