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 401363 results
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Decision Reference DRN-5987675
13 Mar 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-5987675 The complaint Mr S complains about the settlement Advantage Insurance Company Limited (Advantage) made to him, for a claim he made on his motor insurance policy after his car was declared a total loss. What happened Mr S holds a motor insurance policy with Advantage. When h... (2 pages)View decision -
Decision Reference DRN-5536106
13 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5536106 The complaint Miss P complains that HSBC UK Bank Plc will not reimburse all the funds she lost as a result of a scam. What happened Miss P received WhatsApp messages offering a cryptocurrency investment opportunity. As a result, Miss P made payments of over £210,000 between ... (3 pages)View decision -
Decision Reference DRN-6119047
13 Mar 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6119047 The complaint Mr T complains about Admiral Insurance (Gibraltar) Limited’s handling of his home insurance claim. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Admiral has accepted it is accountable f... (4 pages)View decision -
Decision Reference DRN-5978411
13 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5978411 The complaint Mr C complains that HSBC UK Bank Plc did not reimburse the funds he lost to a scam. What happened Mr C’s wife was offered a job opportunity which was all online and remote. She was required to carry out tasks reviewing hotels and would receive a wage after comp... (3 pages)View decision -
Decision Reference DRN-6183011
13 Mar 2026 Zurich Assurance Ltd UpheldInsuranceDRN-6183011 The complaint Mr W2 complains, on behalf of Mrs W’s estate, that Zurich Assurance Ltd allowed a life policy Mrs W jointly owned to be surrendered without her permission and the proceeds paid solely to the other owner. What happened In 1982 Mrs W and her husband, Mr W, took o... (5 pages)View decision -
Decision Reference DRN-6200648
13 Mar 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6200648 The complaint Mrs I complains that Bank of Scotland plc transferred her mortgage within the Bank of Scotland business group without her consent. Mrs I asks that we require Bank of Scotland to accept her signature on the mortgage documents was forged, correct its records, rem... (3 pages)View decision -
Decision Reference DRN-6222045
13 Mar 2026 RCI Financial Services Limited UpheldConsumer CreditDRN-6222045 The complaint Mr B complains that a car acquired under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (“RCI”) wasn’t of satisfactory quality when it was supplied to him. He wants to reject the car. What happened Both par... (5 pages)View decision -
Decision Reference DRN-6093177
13 Mar 2026 Loans 2 Go Limited UpheldConsumer CreditDRN-6093177 The complaint Miss M complains that Loans 2 Go Limited trading as Loans 2 Go acted irresponsibly by providing her with a loan and then harassed her about her repayments after she had explained her situation and her account had been given breathing space. What happened Miss M... (3 pages)View decision -
Decision Reference DRN-6205404
13 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6205404 The complaint Mr G complains Barclays Bank UK PLC (“Barclays”) blocked and closed his accounts without notice nor explanation. Mr G is also unhappy that Barclays’ staff were unprofessional and rude to him, and that the review was delayed. Mr G says Barclays’ actions caused h... (3 pages)View decision -
Decision Reference DRN-6219188
13 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6219188 The complaint Mr G complains about the way his application for a business account and commercial card with HSBC UK Bank Plc was handled, leading to financial loss. What happened In July 2025, Mr G applied to HSBC for a business account and a commercial card (a credit card) i... (3 pages)View decision