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 386796 results
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Decision Reference DRN-6000832
19 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6000832 The complaint Miss B is unhappy with Lloyds Bank Plc. Miss B has particular individual accessibility needs that means she has to do her banking arrangements in a specific way. Miss B no longer has a carer and due to some of her conditions this does make it difficult for her... (5 pages)View decision -
Decision Reference DRN-6020828
19 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6020828 The complaint Mr T – a director of N, a limited company – complains on its behalf about how HSBC UK Bank Plc went about making checks into a payment it wanted to make. What happened In August 2025, HSBC flagged a payment that N needed to make. Mr T was cut off during an init... (2 pages)View decision -
Decision Reference DRN-6033989
19 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6033989 The complaint Mr J complains about J.P. Morgan Europe Limited trading as Chase not offering him as an existing customer the same interest rate as new customers. What happened Mr J has been a Chase customer since 2022 and has held a Chase Saver account. In December 2024 he wa... (3 pages)View decision -
Decision Reference DRN-5985382
19 Dec 2025 MSIG Europe SE Not upheldInsuranceDRN-5985382 The complaint Mr K complains that MSIG Europe SE trading as MS Amlin unfairly declined a claim he made on his boat insurance policy. What happened The details of what happened are well known to both parties, so I have summarised them here. Mr K contacted MS Amlin in March 20... (3 pages)View decision -
Decision Reference DRN-6028818
19 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6028818 The complaint P – a limited company – complains that Barclays Bank UK PLC didn’t set up an interest- bearing account when P made a deposit to it, required as security for its borrowing. Mr F, a director of P, brings this complaint on its behalf. What happened P took out a co... (3 pages)View decision -
Decision Reference DRN-5743762
19 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5743762 The complaint Mr D complains that HSBC UK Bank Plc declined to reimburse him £7,500 which he says he lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, i... (5 pages)View decision -
Decision Reference DRN-5824108
19 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5824108 The complaint Mr S complains that HSBC UK Bank Plc (‘HSBC’) declined to reimburse the funds he says he lost to a scam. What happened The circumstances of this complaint are well-known to both parties, so I will not go into every detail of what happened here. But, in summary,... (5 pages)View decision -
Decision Reference DRN-6003755
19 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-6003755 The complaint Mrs R complains that Nationwide Building Society gave her incorrect information in relation to a balance transfer. What happened Mrs R holds a credit card with Nationwide. In May 2025 she applied for a balance transfer but kept getting an error message. Mrs R t... (2 pages)View decision -
Decision Reference DRN-6027962
19 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6027962 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the... (12 pages)View decision -
Decision Reference DRN-5922897
19 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5922897 The complaint Mr and Mrs F complain Nationwide Building Society (NBS) didn’t pay a £175 switching bonus when they switched their current account to it. What happened Mr and Mrs F explained they had been customers of NBS for some time and decided to move their current account... (3 pages)View decision
