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 381196 results
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Decision Reference DRN-5659278
30 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5659278 The complaint Mrs C complains that HSBC UK Bank PLC (‘HSBC’) hasn’t refunded the money she believes she lost to an authorised push payment (‘APP’) investment scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set thes... (6 pages)View decision -
Decision Reference DRN-5848243
30 Sep 2025 Creation Consumer Finance Ltd UpheldBanking and PaymentsDRN-5848243 The complaint Mr B complains that Creation Consumer Finance Ltd lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr B applied for a Crea... (3 pages)View decision -
Decision Reference DRN-5604088
30 Sep 2025 Investec Wealth & Investment Limited Not upheldInvestmentsDRN-5604088 The complaint The complaint is brought by Ms D as trustee of the B Discretionary Trust. The Trust/Ms D is represented (by ‘R’). The complaint is about the Trust’s investment portfolio, advised by Investec Wealth & Investment Limited (‘Investec’) up to November 2017 (when... (7 pages)View decision -
Decision Reference DRN-5724300
30 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5724300 The complaint Mr C complains that HSBC UK Bank PLC (‘HSBC’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) investment scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set these o... (6 pages)View decision -
Decision Reference DRN-5742519
30 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5742519 The complaint Mr F has complained about esure Insurance Limited. He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy. What happened Mr F made a claim under his motor insurance policy after he was i... (2 pages)View decision -
Decision Reference DRN-5755441
30 Sep 2025 Bionic Financial Services Limited Not upheldInsuranceDRN-5755441 The complaint M, a limited company, complains about the lack of support given by Bionic Financial Services Limited when they made a claim under their commercial property insurance policy. The director of M is represented in this complaint by her husband, Mr S, who is involv... (2 pages)View decision -
Decision Reference DRN-5761835
30 Sep 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5761835 The complaint M, a limited company, complains about the decision by Allianz Insurance Plc to avoid their commercial insurance policy and turn down their claim because of this. The director of M is represented in this complaint by her husband, Mr S, who is involved in the da... (5 pages)View decision -
Decision Reference DRN-5848189
30 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5848189 The complaint Mr P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decisio... (4 pages)View decision -
Decision Reference DRN-5850546
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5850546 The complaint Ms B has complained that Monzo Bank Ltd won’t refund the money she says she lost in a scam. What happened In 2024, Ms B complained to Monzo via representatives. Her representatives said that Ms B’s payments to her own cryptocurrency account made between early 2... (3 pages)View decision -
Decision Reference DRN-5568260
30 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5568260 The complaint Mr D complains Nationwide Building Society (‘Nationwide’), hasn’t reimbursed him following an Authorised Push Payment (‘APP’) investment scam he fell victim to. He says Nationwide should reimburse him for the money he lost. Mr D has brought the complaint with ... (9 pages)View decision
