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-5790878
28 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5790878 The complaint G, a limited company, complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money it lost when it fell victim to an investment scam. G’s complaint has been brought by its Director, Mr H, and a professional representative. So, I’ll sometimes refer to Mr H in... (5 pages)View decision -
Decision Reference DRN-5790872
28 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5790872 The complaint B, a limited company, complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money it lost when it fell victim to an investment scam. B’s complaint has been brought by its Director, Mr H, and a professional representative. As it was Mr H who made the scam pa... (5 pages)View decision -
Decision Reference DRN-5835629
28 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5835629 The complaint Miss L complains about Lloyds Bank PLC (“Lloyds”) because Lloyds has been unable to identify an old Lloyds savings account. Miss L wants Lloyds to locate the account and ensure it is safe. What happened Miss L brings her complaint through a representative. A gr... (2 pages)View decision -
Decision Reference DRN-5838096
28 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5838096 THE COMPLAINT Miss R complains that American Express Service Europe Limited (“Amex”) will not reimburse her money she says she lost when she fell victim to a scam. Miss R is represented by Refundee in this matter. However, where appropriate, I will refer to Miss R solely i... (4 pages)View decision -
Decision Reference DRN-5682479
28 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5682479 The complaint Mr B complains that Bupa Insurance Limited has unfairly refused a claim he made under his private medical insurance policy. What happened The background is known to both parties, so I have only included a summary here. Mr B has been a member of his wife’s priv... (3 pages)View decision -
Decision Reference DRN-5835597
28 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5835597 The complaint Mr L complains about Lloyds Bank PLC (“Lloyds”) because Lloyds has been unable to identify an old Lloyds savings account. Mr L wants Lloyds to locate the account and ensure it is safe. What happened Mr L brings his complaint through a representative. A grandpar... (2 pages)View decision -
Decision Reference DRN-5683722
28 Sep 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5683722 The complaint Mr O is unhappy with AXA PPP Healthcare Limited trading as AXA Health’s decision to decline his claim. What happened Mr O has private medical insurance with AXA. In November 2024, he claimed on his policy for a referral to a gastroenterologist, however, his cla... (3 pages)View decision -
Decision Reference DRN-5648063
28 Sep 2025 Embark Investment Services Limited Not upheldInvestmentsDRN-5648063 The complaint Mrs C complains that Embark Investment Services Limited, trading as Stocktrade, failed to follow her instructions on a rights issue. Mrs C would now like Stocktrade to recompense her for the investment losses that she says she’s incurred because of their error.... (3 pages)View decision -
Decision Reference DRN-5845839
27 Sep 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5845839 The complaint Mr M complains about Helvetia Global Solutions Ltd (“Helvetia”) for declining his claim for damage to his sofa. He wants Helvetia to repair or replace his sofa cushion cover. What happened Mr M bought two sofas in December 2022 for around £2000. At the time of ... (2 pages)View decision -
Decision Reference DRN-5843449
27 Sep 2025 ST. JAMES'S PLACE UK PLC UpheldInvestmentsDRN-5843449 The complaint Mr and Mrs W’s complaint, in essence, is that St. James’s Place UK Plc (“St James’s”) moved the goalposts and extended the suspension period for its property fund, which was held in their investment bond, beyond the six months period it had originally given the... (2 pages)View decision
