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-5802471
29 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5802471 The complaint Ms C is unhappy with the way HSBC UK Bank Plc dealt with a claim for money back for a washer dryer she bought using her credit card. What happened Ms C bought a washer dryer (“dryer”) from an online retailer I’ll call O in June 2024. She paid around £550 inclu... (4 pages)View decision -
Decision Reference DRN-5765636
29 Sep 2025 Rock Insurance Services Limited Not upheldInsuranceDRN-5765636 The complaint Mr K complains about how Rock Insurance Services Limited dealt with his instruction to cancel his travel insurance policy. Reference to Rock includes its agents. What happened In summary, on 26 April 2025, Mr K took out a single trip travel insurance policy fo... (2 pages)View decision -
Decision Reference DRN-5715293
29 Sep 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5715293 The complaint Mr R complains that RCI Financial Services Limited trading as Mobilize Financial Services (Mobilize) lent to him irresponsibly. What happened In August 2018, Mr R entered into a finance agreement with Mobilize as shown below, to buy a car. After a change in ci... (3 pages)View decision -
Decision Reference DRN-5743630
29 Sep 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5743630 The complaint Mr H complains about the administration of several finance agreements with Telefonica UK Limited trading as O2. Throughout this complaint, a family member has represented Mr H. But, to make things easier, I’ll just refer to Mr H. What happened In February 2022,... (4 pages)View decision -
Decision Reference DRN-5827848
29 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5827848 The complaint Mr M has complained about Barclays Bank UK PLC not refunding several payments he says he made and lost to an authorised push payment (APP) investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in de... (4 pages)View decision -
Decision Reference DRN-5845866
29 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5845866 The complaint Ms S complains that Starling Bank Limited won’t allow her to re-open new accounts with it because she closed two previous accounts within 12 months. She believes Starling hasn’t treated her with compassion and that her circumstances require Starling to step out... (3 pages)View decision -
Decision Reference DRN-5623974
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5623974 The complaint Miss R is complaining that Monzo Bank Ltd didn’t do enough to prevent her from making payments to a scam. What happened The circumstances of the complaint are known to both parties so I’ll only summarise them briefly here. In late 2024 Miss R fell victim to a j... (2 pages)View decision -
Decision Reference DRN-5846943
29 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5846943 The complaint Ms L has complained about the amount Aviva Insurance Limited has paid in settlement of her claim under her home insurance policy. Any reference to Aviva includes its agents. What happened Ms L had a burglary at her home in November 2023. The burglars damaged ... (5 pages)View decision -
Decision Reference DRN-5125650
29 Sep 2025 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-5125650 The complaint Mrs L complains that Scottish Friendly Assurance Society Limited (‘Scottish Friendly’) failed to tell her the fund that she was invested in had closed, resulting in her money being partially re-invested into a different fund without her consent. She says she l... (3 pages)View decision -
Decision Reference DRN-5145838
29 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5145838 The complaint Mr and Mrs L complain that Santander UK Plc (“Santander”) won’t refund the money they lost after falling victim to a scam. This account is held in joint names. However, as it was Mr L who made the payments that are the subject of this decision, in the main, I w... (3 pages)View decision
