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 380712 results
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Decision Reference DRN-5913982
29 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5913982 The complaint Mr H and Miss G are unhappy with the service HSBC UK Bank Plc provided Mr H when he visited one of their branches. What happened In May 2025 Mr H went to a HSBC branch to make a payment from his account. The agent asked to see Mr H’s photo identification (ID) ... (3 pages)View decision -
Decision Reference DRN-5914294
29 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5914294 The complaint Mr R complains that Barclays Bank UK PLC didn’t consider his health condition and unfairly defaulted his account. Mr R is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is wel... (6 pages)View decision -
Decision Reference DRN-5892575
29 Oct 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5892575 The complaint D, a limited company, has complained about the way Zurich Insurance Company Ltd handled a claim under a residential property owners policy. What happened D owns the freehold of a block of flats. It took out an insurance policy with Zurich covering (amongst othe... (3 pages)View decision -
Decision Reference DRN-5863158
29 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5863158 The complaint Mr S complains about actions taken by Santander UK Plc (‘Santander’). And he feels that Santander’s complaint handlers discriminated against him during phone calls by ignoring the fact he has particular requirements following a life-changing health event in dis... (5 pages)View decision -
Decision Reference DRN-5912152
29 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5912152 The complaint Mr B complains that The Royal Bank of Scotland plc (‘RBS’) charged him interest incorrectly on his credit card and didn’t communicate clearly with him. He’s concerned there is a systemic flaw affecting a wide number of RBS’s customers. Mr B wants an audit. He w... (4 pages)View decision -
Decision Reference DRN-5907096
29 Oct 2025 UWI Limited UpheldInsuranceDRN-5907096 The complaint Mrs F and X have complained about the actions taken by UWI Limited (‘UWI’) under their boiler and home cover insurance policy. For the avoidance of doubt, the term ‘UWI’ includes reference to UWI’s agents, contractors and representatives for the purposes of thi... (5 pages)View decision -
Decision Reference DRN-5837324
29 Oct 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5837324 The complaint Mr H complains that since 2001 Scottish Widows trading as Clerical Medical (‘CM’) has made various errors in its handling and payment of his pension, and in its customer service. Mr H is supported in bringing this complaint by his wife Mrs H, and has at times ... (8 pages)View decision -
Decision Reference DRN-5897353
29 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5897353 The complaint Mr D has complained that, when he received an annual summary of charges statement for his fee-paying Select account, Lloyds Bank PLC (“Lloyds”) had included 13 monthly charges. Mr D is unhappy as he says that only 12 charges should appear on an annual statement... (2 pages)View decision -
Decision Reference DRN-5817641
29 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5817641 The complaint Mr E complained about the way in which British Gas Insurance Limited (‘British Gas’) handled replacement of his washing machine under his home care policy. For the avoidance of doubt, the term ‘British Gas’ includes its agents, suppliers and representatives for... (4 pages)View decision -
Decision Reference DRN-5895342
29 Oct 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5895342 The complaint Mr M complains that the valuer instructed by Clydesdale Bank Plc trading as Virgin Money undervalued his property when he applied for a mortgage. Mr M asks that Clydesdale increases the valuation or pays compensation. A family member (who I’ll refer to as Mr M2... (2 pages)View decision
