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-5781657
25 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5781657 The complaint Mr D says HSBC UK Bank Plc (‘HSBC’), has poorly administered his credit card. He complains that he now can’t access it online, which makes it difficult for him to manage it. What happened This complaint is about a credit card that Mr D has with HSBC. In 2024 H... (3 pages)View decision -
Decision Reference DRN-4769361
25 Sep 2025 Best Practice IFA Group Limited Not upheldInsuranceDRN-4769361 The complaint Mr C complains he was mis-sold a whole of life policy by Best Practice IFA Group Limited. He says he was given inaccurate and misleading advice about the affordability of the policy, and the adviser told him his premiums would go up in line with inflation when ... (3 pages)View decision -
Decision Reference DRN-5395816
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5395816 The complaint Mr B is complaining that Barclays Bank UK PLC didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr B here. What happened The circumstances of the com... (3 pages)View decision -
Decision Reference DRN-5734260
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5734260 The complaint Miss W complains that Monzo Bank Ltd (Monzo) lent to her irresponsibly. What happened Miss W has an overdraft with Monzo, the initial lending decision for an overdraft of £250 was made in October 2023. The credit limit was increased between 2023 and 2024 with ... (3 pages)View decision -
Decision Reference DRN-5795663
25 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5795663 The complaint Mr C and Ms R complain about how Intact Insurance UK Limited (“IIUKL”) have said the price of their pet insurance policy will be calculated at the next renewal. Mr C has acted as the main representative during the complaint process. So, for ease of reference, ... (3 pages)View decision -
Decision Reference DRN-5568944
25 Sep 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5568944 The complaint Mrs W and Mr H complain, on behalf of the estate of Mrs H, about how The National Farmers’ Union Mutual Insurance Society Limited (NFU) has handled a subsidence claim made under the buildings insurance policy. Mrs W and Mr H are representing Mrs H’s estate. As... (3 pages)View decision -
Decision Reference DRN-5490397
25 Sep 2025 PDL Finance Limited Not upheldConsumer CreditDRN-5490397 The complaint Mr D complains that PDL Finance Limited trading as Mr Lender lent to him when he could not afford it. What happened Here is a table which summarises the lending. Loan Approved Amount Terms Status 1 12 April 2024 £3006 months 29 April 2024 2 12 May 2024 £50012 m... (3 pages)View decision -
Decision Reference DRN-5794724
25 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5794724 The complaint A company which I’ll refer to as ‘M’ complains that Clydesdale Bank Plc (trading as Virgin Money) won’t refund the money it lost as the result of a scam. The complaint is brought on M’s behalf by one of its directors, Mr T. Mr T is represented throughout by Mr... (4 pages)View decision -
Decision Reference DRN-5477996
25 Sep 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5477996 The complaint Mrs W has complained that St. James's Place Wealth Management Plc (‘SJP’) advised her to defer taking her defined-benefit (‘DB’) occupational pension scheme benefits and did not provide her with accurate advice about her state pension entitlement. She is a... (9 pages)View decision -
Decision Reference DRN-5839951
25 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5839951 The complaint Mrs W is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs W fell victim to a cruel investment scam. After responding to an advert on social media pro... (6 pages)View decision
