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 367928 results
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Decision Reference DRN-5468684
22 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5468684 The complaint Mr A complains about the way in which American Express Services Europe Limited (AESEL) handled his disputed transaction claim. What happened Mr A holds a credit card with AESEL. In March 2024 Mr A purchased a watch from Selfridges for £7405 and paid using his c... (3 pages)View decision -
Decision Reference DRN-5498356
22 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5498356 The complaint Mr L complains HSBC UK Bank Plc trading as first direct bank withdrew its text balance service without doing a proper assessment or consulting vulnerable customers and that it didn’t deal with his complaint properly. What happened Mr L has an account with first... (2 pages)View decision -
Decision Reference DRN-5474074
22 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5474074 The complaint Mr A complains that Bank of Scotland plc trading as Halifax are holding him liable for a debt he thought had been written off. What happened Mr A held a credit card with Halifax. The account fell into arrears and the balance was part of a debt management plan w... (3 pages)View decision -
Decision Reference DRN-5314762
22 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5314762 The complaint Mr S has complained that Barclays Bank UK PLC (“Barclays”) mis-sold him a Travel Pack. Mr S says that Barclays failed to make him aware that there was a 31-day trip limit under the travel insurance included with the Pack. What happened Mr S applied to add a Tra... (3 pages)View decision -
Decision Reference DRN-4533590
22 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4533590 The complaint Mr P complains that Revolut Ltd won’t refund him after he was the victim of a fake job scam. Mr P is represented by a professional representative, but I’ll refer to him only for ease of reading. What happened The circumstances surrounding this complaint are w... (4 pages)View decision -
Decision Reference DRN-5498853
22 Apr 2025 U Drive Cover Ltd Not upheldInsuranceDRN-5498853 The complaint Mr S complains about the level of service provided by U Drive Cover Ltd after he applied for a motor insurance policy. He wants compensation and a full refund. What happened Mr S took out a policy through Udrive via an online comparison site. But after Udrive ... (2 pages)View decision -
Decision Reference DRN-5367766
22 Apr 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5367766 The complaint Ms M complains that HDI Global Specialty SE (“HDI”) mishandled her pet insurance policy. What happened Ms M had a female dog, born in 2018. From June 2023, Ms M took out a “lifetime” policy to cover her dog. The cost for the first year was about £200.00 (abou... (3 pages)View decision -
Decision Reference DRN-5455945
22 Apr 2025 One Call Insurance Services Limited Not upheldInsuranceDRN-5455945 The complaint Mr T complains that One Call Insurance Limited (“One Call”) is responsible for his property being underinsured, which affected a claim settlement under his home buildings insurance policy. What happened Mr T’s house was damaged by a fire. His claim was accepted... (3 pages)View decision -
Decision Reference DRN-5219291
22 Apr 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5219291 The complaint In accordance with our approach to anonymity, I’ll be referring to the complainant in this case as Mrs C. Mrs C complained about advice she was given to transfer the benefits of a defined-benefit (DB) pension scheme to a personal pension plan, in 2019. She says... (5 pages)View decision -
Decision Reference DRN-5389643
22 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5389643 The complaint Mrs K has complained that Bank of Scotland plc trading as Halifax (“Halifax”) delayed the transfer of an ISA to another provider for around four months. What happened Mrs K arranged to partially transfer her Halifax ISA to a new ISA manager on 24 October 2023.... (4 pages)View decision
