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-5271645
29 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5271645 The complaint Miss C complains that HSBC UK Bank Plc didn’t do enough to protect he from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well kno... (3 pages)View decision -
Decision Reference DRN-5848054
29 Sep 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5848054 The complaint Miss W complains that Sainsbury’s Bank Plc trading as Sainsbury’s Bank lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out ... (4 pages)View decision -
Decision Reference DRN-5718994
29 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5718994 The complaint Ms C is unhappy that Barclays Bank UK PLC trading as Tesco Bank won’t reimburse interest that was charged on her credit account. What happened Ms C had a 0% interest promotional offer on her Tesco account that came to end without her knowledge. When the 0% prom... (2 pages)View decision -
Decision Reference DRN-5609620
29 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5609620 The complaint Mrs C complains that HSBC UK Bank Plc didn’t do enough to protect her from the financial harm caused by an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mrs C exp... (3 pages)View decision -
Decision Reference DRN-5848003
29 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5848003 The complaint Mrs S is unhappy with the car supplied under the hire purchase agreement with Toyota Financial Services (UK) PLC trading as Toyota Financial Services (TFS). When I refer to what Mrs S and/or TFS have said and/or did, it should also be taken to include things s... (7 pages)View decision -
Decision Reference DRN-5847683
29 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5847683 The complaint Ms M complains about the problems she faced when trying to regain access to her account with Clydesdale Bank Plc (Virgin Money). She thinks that this has led to her losing out on the opportunity to change to a higher interest earning account. What happened I i... (4 pages)View decision -
Decision Reference DRN-5635884
29 Sep 2025 BISL Limited Not upheldInsuranceDRN-5635884 The complaint Mr E complained about BISL Limited’s (“BISL”) failure to provide proof of his no-claims discount (“NCD”), under his motor insurance policy. What happened Mr E’s policy was due to renew in March 2025. He decided not to renew and asked BISL to provide him with pr... (2 pages)View decision -
Decision Reference DRN-4167956
29 Sep 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-4167956 The complaint Mrs K complains that the cover on her Universal Life plan has reduced by £54,000 without her knowledge. What happened Mrs K took out the Universal Life Plan, a type of reviewable whole of life (RWoL) policy in June 1991 with Confederation Life which is now adm... (3 pages)View decision -
Decision Reference DRN-5643306
29 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5643306 The complaint Miss S complains that Creation Consumer Finance Ltd gave her a credit facility she couldn’t afford to repay. What happened In January 2021 Creation gave Miss S a buy now pay later credit facility. The limit given was £1,500. When Miss S made a purchase the repa... (3 pages)View decision -
Decision Reference DRN-5847782
29 Sep 2025 AWP P&C S.A. UpheldInsuranceDRN-5847782 The complaint Mr R and Mrs G are unhappy with the way in which AWP P&C S.A. has handled a claim made on their travel insurance policy for costs associated with them having to extend their trip due to them contracting Covid-19 whilst abroad. They’re also unhappy that the... (5 pages)View decision
