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 374385 results
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Decision Reference DRN-5748965
27 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5748965 The complaint Mr M is unhappy with the service that he received from Lloyds Bank PLC. What happened Mr M, who suffers with his mental health, activated a new credit card with Lloyds but found that it wasn’t showing on his mobile banking app profile. Mr M contacted Lloyds via... (5 pages)View decision -
Decision Reference DRN-5332022
27 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5332022 The complaint Mrs M and Mr M complain HSBC UK Bank Plc (HSBC) didn’t do enough to protect them when they fell victim to a scam. Mrs M and Mr M are represented in this matter, but for ease of reading I will refer to Mrs M and Mr M throughout this decision. What happened Mrs M... (2 pages)View decision -
Decision Reference DRN-5767187
27 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5767187 The complaint Mr O complains about Aviva Insurance Limited’s handling of a subsidence claim made under his building insurance policy. Any reference to Aviva includes the actions of its agents. What happened Mr O holds a building insurance policy with Aviva. In November 202... (8 pages)View decision -
Decision Reference DRN-5769914
27 Aug 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5769914 The complaint Mrs M complains that Halifax Share Dealing Limited, trading as Lloyds Bank Direct Investments (“Lloyds”), wouldn’t sell one of her shareholdings. She says she wants the shares sold and the proceeds credited to her account. What happened Mrs M has an execution... (5 pages)View decision -
Decision Reference DRN-5766785
27 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5766785 The complaint Mr D complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. Mr D has referred the complaint to us via a third-party representative. For ease, in the main I’ll refer to Mr D. What happened Both parties are familiar wit... (5 pages)View decision -
Decision Reference DRN-5776843
27 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5776843 The complaint Mr H has complained that a van he acquired using a conditional sale agreement with Close Brothers Limited (“Close Brothers”) was misrepresented to him, in that there was a mileage discrepancy. What happened Mr H acquired a used Ford van in August 2021, using a... (4 pages)View decision -
Decision Reference DRN-5350069
27 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5350069 The complaint Mr S complains that Revolut Ltd – as the recipient bank, didn’t do enough to prevent his loss. What happened In December 2023 Mr S fell victim to a scam believing he was investing in a second-tier mini bond trader account with a company I’ll refer to as ‘I’. H... (4 pages)View decision -
Decision Reference DRN-5497657
27 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5497657 The complaint Mr and Mrs W complain that First Holiday Finance Ltd (the ‘Lender’) is liable to pay them compensation following a complaint made about a timeshare, bought using credit provided by it. What happened Mr and Mrs W were members of a timeshare provider (the ‘Suppli... (6 pages)View decision -
Decision Reference DRN-5778924
27 Aug 2025 PK Financial Planning LLP UpheldInvestmentsDRN-5778924 The complaint Mrs B and Mrs M as trustees of the E Trust have complained about the service they received from PK Financial Planning LLP, trading as PK Group (‘PK’). They say they paid more tax than they would otherwise have done if they had been appropriately advised and the... (8 pages)View decision -
Decision Reference DRN-5773154
27 Aug 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5773154 The complaint Mr and Mrs D complain that FAIRMEAD INSURANCE LIMITED (FIL) has unfairly delayed the progress of a claim made for subsidence to their property. As a result of the delays added with the handling of this claim and its settlement, they feel they’ve suffered a fina... (4 pages)View decision
