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 365360 results
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Decision Reference DRN-4884395
3 Apr 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-4884395 The complaint Mrs P has complained about the service received after returning an item she bought using her Frasers Group Financial Services Limited (“FGFS”) running account credit agreement. What happened The circumstances of the complaint are well known to the parties, so ... (3 pages)View decision -
Decision Reference DRN-5236584
3 Apr 2025 HSBC UK Bank Plc UpheldInvestmentsDRN-5236584 The complaint Mr and Mrs B complain about the advice they received from HSBC UK Bank Plc (‘HSBC’) about their Capital Gains Tax (‘CGT’) situation. To put things right, they’d like compensation for financial losses claimed, as well as distress and inconvenience caused. What... (5 pages)View decision -
Decision Reference DRN-4840062
3 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-4840062 The complaint Mr B complains Metro Bank PLC unfairly refused to refund a large sum of payments he says he didn’t make and closed his account. He also says he was treated insensitively. He wants his account reopened and the payments refunded. What happened Mr B held a current... (3 pages)View decision -
Decision Reference DRN-5280453
3 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5280453 The complaint Miss L and Mr W are unhappy that Admiral Insurance (Gibraltar) Limited declined a claim they made on their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focu... (2 pages)View decision -
Decision Reference DRN-5456344
3 Apr 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5456344 The complaint Mr W has complained that AmTrust Europe Limited unreasonably refused to pay his claim for the theft of his laptop under the gadget insurance cover contained in his travel policy. What happened Mr W’s bag containing his laptop was stolen. So, he made a claim t... (3 pages)View decision -
Decision Reference DRN-5339762
3 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5339762 The complaint Mr R complains about Admiral Insurance (Gibraltar) Limited’s administration of his motor insurance policy. All references to Admiral also include its appointed agents. What happened Below is intended to be a summary of the key issues forming this complaint. The... (3 pages)View decision -
Decision Reference DRN-5077540
3 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5077540 The complaint Mr R complains that HSBC UK Bank Plc (HSBC) won’t reimburse the funds he lost when he fell victim to a scam. Mr R is represented in his complaint by a professional third party, but for ease, I will continue to refer to Mr R throughout this complaint. What happe... (4 pages)View decision -
Decision Reference DRN-5267012
3 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5267012 The complaint Mr P has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr P opened an account with Revolut in January 2024. He told them he’d set up his own reselling business and was in the process of or... (2 pages)View decision -
Decision Reference DRN-5279034
3 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5279034 The complaint Mr L complained because Barclays Bank UK PLC refused to refund him for transactions he said he hadn’t authorised. What happened On 31 July 2024, Mr L contacted Barclays and reported a number of disputed payments on his account. These had taken place on 30 July... (3 pages)View decision -
Decision Reference DRN-5407079
3 Apr 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5407079 The complaint Mr I complains that Capital One (Europe) plc unfairly recorded missed payments on his credit file. What happened In September 2024, Mr I reached out to Capital One because of a change in his circumstances. Unfortunately, Mr I was no longer able to meet his rep... (3 pages)View decision
