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 374385 results
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Decision Reference DRN-5609352
9 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5609352 The complaint Mr L is unhappy with some of the functionality provided by HSBC UK Bank Plc on his Credit Card account. What happened Mr L complained to HSBC because he was unhappy that they didn’t display pending transactions for his credit card account in real time on their ... (2 pages)View decision -
Decision Reference DRN-5519731
9 Jul 2025 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-5519731 The complaint Mr T complains that Charter Court Financial Services Limited, trading as Charter Savings Bank (Charter), failed to provide good customer service when he was trying to obtain an amended closing statement for his ISA. What happened In October 2024, Mr T transferr... (3 pages)View decision -
Decision Reference DRN-5400403
9 Jul 2025 HBOS Investment Fund Managers Limited Not upheldInvestmentsDRN-5400403 The complaint Mr J complains that HBOS Investment Fund Managers Limited (‘HBOS) had not sent him information about his stocks and shares Individual Savings Account (‘ISA’) for several years. What happened Mr J holds an ISA with HBOS that he took out at a local branch in 2003... (3 pages)View decision -
Decision Reference DRN-5678047
9 Jul 2025 Covea Insurance plc UpheldInsuranceDRN-5678047 The complaint Mrs S complains that Covea Insurance plc declined a claim for Permanent Total Disablement (“PTD”) under a personal accident policy. What happened Mrs S has a representative on the complaint. But for ease of reading, I’ve only referred to Mrs S in my decision. ... (4 pages)View decision -
Decision Reference DRN-5681617
9 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5681617 The complaint Mr C and Ms H’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by rejecting claims made under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) in relation to (1) misrepresentation and (... (18 pages)View decision -
Decision Reference DRN-5563437
9 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5563437 The complaint Mr Q complains that Barclays acted irresponsibly when it authorised and increased his overdraft limit and that it failed to spot signs of his financial difficulties. What happened Mr Q has had a bank account with Barclays since July 2010. In February 2018 Mr Q... (4 pages)View decision -
Decision Reference DRN-5617619
9 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5617619 The complaint Miss B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss B applied for an Aqua credit card in August 2014. The application data provided by Aqua sa... (3 pages)View decision -
Decision Reference DRN-5210476
9 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5210476 The complaint Mr F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he says he’s lost to a scam. What happened Between October 2019 and June 2021, Mr F invested a total of £148,250 in a property development company which... (3 pages)View decision -
Decision Reference DRN-5681558
9 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5681558 The complaint Mr B complains about the way Aviva Insurance Limited handled his home emergency policy, and that it unfairly excluded his boiler from cover. What happened Mr B took out a boiler cover policy with Aviva, as part of the terms a boiler health check had to be comp... (4 pages)View decision -
Decision Reference DRN-5535895
9 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5535895 The complaint Miss S complains that Bank of Scotland plc trading as Halifax failed to protect her from falling victim to a scam. Miss S also complains that Halifax won’t reimburse her losses. What happened All parties are aware of the background to Miss S’ complaint so I’ll... (4 pages)View decision
