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 380824 results
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Decision Reference DRN-4645593
24 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4645593 The complaint Mr S complains that Wise Payments Limited (Wise) won’t refund him after he was the victim of a job scam. Mr S is represented by a third-party, but for ease of reading I’ll refer to Mr S only. What happened The background to this complaint is already well know... (4 pages)View decision -
Decision Reference DRN-5284873
24 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5284873 The complaint Miss W has complained that HSBC UK Bank Plc (“HSBC”) failed to protect her from falling victim to a romance scam, and hasn’t refund the money she lost. What happened I issued a provisional decision (“PD”) in relation to this complaint earlier this month in whi... (9 pages)View decision -
Decision Reference DRN-4997293
24 Jan 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4997293 The complaint Mr and Mrs P are unhappy about how AA Underwriting Insurance Company dealt with their claim following an escape of water in their home. They’re unhappy with the length of time it took to progress their claim, the amount they’ve been offered as a cash settlement... (7 pages)View decision -
Decision Reference DRN-5217505
24 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5217505 The complaint Mr and Mrs B complained about the length of time it took Lloyds Bank General Insurance Limited (“Lloyds”) to review and validate their claim, before voiding their policy for misrepresentation. Mr and Mrs B felt the service they received was poor. Lloyds were th... (4 pages)View decision -
Decision Reference DRN-5177425
24 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5177425 The complaint Mr M complains BMW Financial Services (GB) Limited (BMW) irresponsibly entered into a car finance agreement because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr M entered into a hire pu... (4 pages)View decision -
Decision Reference DRN-5286174
24 Jan 2025 Soldo Financial Services Ltd Not upheldBanking and PaymentsDRN-5286174 The complaint Mr N complains that Soldo Financial Services Ltd unfairly closed his account and didn’t return his funds. What happened Mr N had a business account with Soldo. In 2019, Soldo blocked and later closed Mr N’s account after he received a payment of over £5,000. Mr... (2 pages)View decision -
Decision Reference DRN-5241147
24 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5241147 The complaint Mrs B complains about Admiral Insurance (Gibraltar) Limited’s liability decision following a claim against her motor insurance policy. What happened Mrs B held motor insurance with Admiral. She was involved in an incident with a third party in May 2024. Mrs B h... (2 pages)View decision -
Decision Reference DRN-4852864
24 Jan 2025 Curve UK Limited Not upheldBanking and PaymentsDRN-4852864 The complaint Mr C complains that Curve UK Limited trading as Curve (‘Curve’) failed to cancel his subscription with it. What happened The background to this complaint is well known to both parties, so I will just provide a brief overview of events here. Mr C contacted Cur... (3 pages)View decision -
Decision Reference DRN-5001078
24 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5001078 The complaint Ms K complains that HSBC UK Bank Plc acted unfairly in blocking access to her current account. What happened Ms K held a credit card and current account with HSBC. In February 2024, Ms K contacted HSBC to inform them she was struggling financially. Soon after, ... (3 pages)View decision -
Decision Reference DRN-5246169
24 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5246169 The complaint Mr B complains Nationwide Building Society sent him a refund without any explanation and that its communication since then has been very poor. What happened Mr B had a credit card account with Nationwide which he closed over 15 years ago. Mr B says he received ... (2 pages)View decision
