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 375868 results
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Decision Reference DRN-5708900
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5708900 The complaint Mr K complains that Wise Payments Limited (“Wise”) won’t refund money he lost when he was a victim of a scam. What happened The background of this complaint is well known to both parties, so I’ll only refer to the key events here. In February 2024, Mr K receive... (7 pages)View decision -
Decision Reference DRN-5522869
31 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5522869 The complaint Mr W complains that HSBC UK Bank Plc reduced the credit limit on his credit card account. What happened Mr W says his credit limit was reduced from £5,500 to £2,650 on 29 November 2024. He says HSBC provided no clear reason for the reduction and no advance not... (2 pages)View decision -
Decision Reference DRN-5728189
31 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5728189 The complaint Miss W complains about how U K Insurance Limited (UKI) handled a claim for damage to her adapted vehicle following an accident. What happened The background to this complaint is well known to the parties, so I won’t repeat the details in full here. In summary M... (4 pages)View decision -
Decision Reference DRN-5644839
31 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5644839 The complaint Mr D complains about the way in which Clydesdale Bank Plc handled his claim for a refund when accommodation he rented was not of a satisfactory standard. The bank trades in this case under its Virgin Money brand, and Mr D paid for the accommodation with his Vir... (3 pages)View decision -
Decision Reference DRN-5505534
31 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5505534 The complaint Miss P complains that UK Insurance Limited (UKI) settled a claim made on her motor insurance policy as split liability. She wants the other driver held fully at fault. What happened Miss P said another driver hit her car whilst it was stationary. She made a cl... (3 pages)View decision -
Decision Reference DRN-5703578
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5703578 The complaint Mrs K complains that Santander UK Plc unfairly restricted her accounts for over a year. What happened Around September 2023, Santander restricted Mrs K’s accounts for review and asked her for information and evidence about her account activity. Santander didn’t... (2 pages)View decision -
Decision Reference DRN-5525981
31 Jul 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5525981 The complaint Mr C and Mrs M are unhappy that Hastings Insurance Services Limited (“Hastings”), who were acting as their broker, declined to renew their house insurance and were unable to provide them with justification from their panel of insurers. What happened Hastings ha... (3 pages)View decision -
Decision Reference DRN-5708693
31 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5708693 The complaint Mr K complains that Bank of Scotland plc (Halifax) won’t refund money he lost when he was a victim of a scam. What happened The background of this complaint is well known to both parties, so I’ll only refer to the key events here. In February 2024, Mr K recei... (4 pages)View decision -
Decision Reference DRN-5459014
31 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5459014 The complaint Mrs A complains that HSBC UK Bank Plc won’t reimburse her money she lost to a scam. Mrs A has brought her complaint through a professional representative. For ease, I’ll refer to all their submissions as being from Mrs A. What happened Mrs A says she fell victi... (3 pages)View decision -
Decision Reference DRN-5716069
31 Jul 2025 Emma Technologies LTD Not upheldBanking and PaymentsDRN-5716069 The complaint Ms G complains that Emma Technologies LTD refused to refund her subscription for its budgeting app product, as she sought to cancel outside the 14-day cancellation period. What happened in November 2024 Ms G purchased an annual subscription to the Emma Pro vers... (2 pages)View decision
