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-5498481
22 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5498481 The complaint Mr B is unhappy with HSBC UK Bank Plc’s (HSBC) application process and how they handled his application for a credit card. What happened Mr B was an existing HSBC customer and on 8 November 2024 he applied for a credit card with HSBC to take advantage of the c... (3 pages)View decision -
Decision Reference DRN-4922899
22 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4922899 The complaint Ms T complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the amount she lost as the result of a scam. What happened Ms T interacted with a friend on a social network, and this was her only method of communication. Unbeknown to Ms T, her friend’s... (3 pages)View decision -
Decision Reference DRN-5497321
22 Apr 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5497321 The complaint Mr and Mrs C complain that Inter Partner Assistance SA (IPA) refused to renew Mrs C’s annual travel insurance policy. What happened In April 2023, Mr and Mrs C took out an annual travel insurance policy through a price comparison website, although the sale was ... (3 pages)View decision -
Decision Reference DRN-4986302
22 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4986302 The complaint Ms J complains that Santander UK Plc didn’t do enough to protect her when she made payments to two property investment opportunities that she now considers were scams. What happened Ms J made three payments from her Santander account towards property developmen... (3 pages)View decision -
Decision Reference DRN-4984026
22 Apr 2025 Black Horse Limited UpheldConsumer CreditDRN-4984026 The complaint Mr P complains about the quality of a used car he acquired through a personal contract purchase with Black Horse Limited (‘Black Horse’). Mr P says that following a safety recall he hasn’t been able to use the car properly. This is because he cannot charge the ... (4 pages)View decision -
Decision Reference DRN-5060330
22 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5060330 The complaint Ms J complains that Nationwide Building Society didn’t do enough to protect her when she made two payments to a property investment opportunity that she now considers was a scam. What happened Ms J made two payments from her Nationwide account towards a propert... (2 pages)View decision -
Decision Reference DRN-5434864
22 Apr 2025 First Central Underwriting Limited UpheldInsuranceDRN-5434864 The complaint Mrs M has complained that First Central Underwriting Limited increased the price for her motor insurance policy because it said she had misrepresented information. What happened Mrs M took out a motor insurance policy with First Central through an online price... (3 pages)View decision -
Decision Reference DRN-5446962
22 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5446962 The complaint Mr G complained about U K Insurance Limited (UKI) trading as Churchill. He isn’t happy about the way it settled a claim under his motor insurance policy and about the service he received. What happened Mr G was involved in a motoring incident which he believed ... (3 pages)View decision -
Decision Reference DRN-5139054
22 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5139054 The complaint Mrs A is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Mrs A is being represented by a claims management company but, for ease, I’ll only refer to Mrs A. What happened The detailed background to this complaint is well known t... (3 pages)View decision -
Decision Reference DRN-5174569
22 Apr 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5174569 The complaint Mr R complains that Aviva Life & Pensions UK Limited (Aviva) provided him with poor service when he needed to make a drawdown withdrawal from his pension. Due to the issues he’d faced, he decided to request a full withdrawal of his funds. But he feels Aviva... (6 pages)View decision
