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-5851475
30 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5851475 The complaint Mr M complains HSBC UK Bank Plc (“HSBC”) didn’t do enough to protect him when he fell victim to a scam and complains about the service received when he reported the scam. Mr M has raised the complaint via a personal representative, in the main I’ll refer to Mr... (3 pages)View decision -
Decision Reference DRN-5850382
30 Sep 2025 Post Office Management Services Limited Not upheldInsuranceDRN-5850382 The complaint Mr and Mrs H complain Post Office Management Services Limited (“POMSL”) provided poor customer service when handling a query about their property insurance policy. They say this caused them significant distress and inconvenience. All references to POMSL include... (3 pages)View decision -
Decision Reference DRN-5609441
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5609441 The complaint Ms R complains that Monzo Bank Ltd hasn’t reimbursed a payment made as part of a scam. What happened In September 2024 Ms R received an email purporting to be from a streaming service she had an account with. Under the guise that Ms R’s payment had been decline... (3 pages)View decision -
Decision Reference DRN-5826562
30 Sep 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5826562 The complaint Mr T complains Advantage Insurance Company Limited (Advantage) cancelled his motor insurance policy unfairly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my de... (2 pages)View decision -
Decision Reference DRN-5682992
30 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5682992 The complaint Mrs K complains about the quality of a car that was supplied through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS). What happened In August 2024, Mrs K acquired a new car through a hire purchase agreement with VWFS. The cash p... (4 pages)View decision -
Decision Reference DRN-5628790
30 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5628790 The complaint Mr W complains that HSBC UK Bank Plc misinformed him when he requested information about his current account. What happened In 2023, Mr W raised a separate complaint about irresponsible lending with HSBC, and brought it to our service. He said that to support ... (3 pages)View decision -
Decision Reference DRN-5817033
30 Sep 2025 Soteria Insurance Limited Not upheldInsuranceDRN-5817033 The complaint Mr L complains Soteria Insurance Limited (“Soteria”) delayed settling his claim for subsidence on his property insurance policy which impacted the cost of his insurance premiums going forward. He also says Soteria failed to respond to his complaints. All refere... (3 pages)View decision -
Decision Reference DRN-5586594
30 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5586594 The complaint X complains PayPal UK Ltd (“PayPal”) reviewed and closed her account and should provide an explanation. X says PayPal has discriminated against her. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. I... (2 pages)View decision -
Decision Reference DRN-5838959
30 Sep 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5838959 The complaint Mr M has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made under section 75 of the Consumer Credit Act 1974 (the “CCA”). What happened The circumstances of the complaint are well known to the parties, so I’m not ... (8 pages)View decision -
Decision Reference DRN-5755761
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5755761 The complaint Mr D is unhappy with Nationwide Building Society. He said Nationwide gave him incorrect information which caused a financial loss. Mr D wants Nationwide to compensate him for the loss and other impacts he experienced. What happened Mr D was unable to access hi... (2 pages)View decision
