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 381196 results
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Decision Reference DRN-4817422
11 Sep 2025 Phoenix Life Limited Not upheldInsuranceDRN-4817422 The complaint The estate for Mr M complains that Phoenix Life Limited misled the late Mr M into accepting a settlement offer following an earlier complaint, without telling him that the policy would continue to be reviewable. What happened The late Mr M had reviewable whole ... (4 pages)View decision -
Decision Reference DRN-5726083
11 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5726083 The complaint Mrs F complains that Admiral Insurance (Gibraltar) Limited settled a claim on her motor insurance policy as a fault. She wants it changed to non-fault. What happened Mrs F said she hit some debris on the road which damaged her car, and she called Admiral to di... (3 pages)View decision -
Decision Reference DRN-5485065
11 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5485065 The complaint Mr M complains Lloyds Bank PLC unfairly closed his account when he was abroad and denied him access to funds when he attended branch. What happened The detailed background to this complaint is well known to both Mr M and Lloyds. So, I’ll only provide a brief o... (3 pages)View decision -
Decision Reference DRN-5796304
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5796304 The complaint Mr and Mrs O complain about the service they received from HSBC UK Bank Plc (“HSBC”) when purchasing a car. In particular, they are unhappy in the delays experienced in processing the payment for the purchase and the customer service they received regarding thi... (3 pages)View decision -
Decision Reference DRN-5810679
11 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5810679 The complaint Mrs W complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mrs W took a call from someone pu... (6 pages)View decision -
Decision Reference DRN-5810960
11 Sep 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5810960 The complaint M’s complaint is about a claim Mrs F made on M’s The National Farmers' Union Mutual Insurance Society Limited (‘NFU’) legal expenses insurance policy. Although this complaint is brought by M, it relates to a claim NFU accepted in respect of Mrs F so I shal... (4 pages)View decision -
Decision Reference DRN-5691491
11 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5691491 The complaint P, a limited company, complains that Lloyds Bank PLC made a mistake when it issued an account statement resulting in financial loss. What happened The director of P explains that he requested a statement up to 7 February 2025 for P’s account. And wanted it to s... (2 pages)View decision -
Decision Reference DRN-5727136
11 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5727136 The complaint Ms L is unhappy with the exchange rate used by Lloyds Bank PLC (Lloyds) for an international payment received in Singapore dollars (SGD) and with the information they provided when she asked about it. What happened In mid-June 2024, Ms L received a payment of 9... (3 pages)View decision -
Decision Reference DRN-5810621
11 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5810621 The complaint Mr O is complaining that Barclays Bank UK PLC hasn’t agreed to refund payments he says he made to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr O here. What happened Both parties are familiar with t... (3 pages)View decision -
Decision Reference DRN-5794669
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5794669 The complaint Mr H complains about the service he received from HSBC UK Bank UK Plc (“HSBC”) when he called it to update his mobile phone number. What happened Mr H called HSBC on 17 January 2025 and explained that he had a new phone and needed to update his mobile phone num... (4 pages)View decision
