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-6161422
12 Mar 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6161422 The complaint Mr B is unhappy that Inter Partner Assistance SA (‘IPA’) declined a claim made on his travel insurance policy (‘the policy’) after he required emergency medical treatment abroad. What happened The details of this complaint are well known to both parties, so I ... (2 pages)View decision -
Decision Reference DRN-6213392
12 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6213392 The complaint A, a limited company, complains about how HSBC UK Bank Plc handled their fraud claim. The complaint has been brought by Mr B, a director of A. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key event... (3 pages)View decision -
Decision Reference DRN-6103798
12 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6103798 The complaint Miss D is unhappy that Santander UK Plc (“Santander”) won’t refund the money she paid for surgery that she now considers to be a scam. What happened I’m not going to cover all the points raised in detail. The view of 10 December 2025 covered the details of Mis... (4 pages)View decision -
Decision Reference DRN-6147547
12 Mar 2026 Openwork Limited Not upheldMortgagesDRN-6147547 The complaint Mr B and Mrs G complain that Openwork Limited trading as The Openwork Partnership didn’t tell them their mortgage lender made a lower interest rate available shortly before their mortgage completed. They say switching to this rate would have saved them about £1... (3 pages)View decision -
Decision Reference DRN-6220167
12 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6220167 The complaint Mr A’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credi... (9 pages)View decision -
Decision Reference DRN-6133608
12 Mar 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6133608 The complaint Mr R complains thar Clydesdale Bank Plc trading as Virgin Money haven’t sent him a companion voucher when he reached the minimum spend on his credit card account. What happened Mr R was required to spend £10,000 on his credit card account in order to receive a... (3 pages)View decision -
Decision Reference DRN-6117739
12 Mar 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6117739 The complaint Ms P is unhappy that Aviva Life & Pensions UK Limited declined a claim made on a group income protection insurance policy (‘the policy’). What happened Subject to the remaining terms, the policy can pay out a benefit if Ms P can’t work due to illness after... (3 pages)View decision -
Decision Reference DRN-6104821
12 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6104821 The complaint Mrs B complains that HSBC UK Bank PLC haven’t fairly compensated her for the difficulties she experienced using mobile banking after she purchased a new phone. What happened The details of this complaint are well known to both parties, so I won’t repeat them ag... (2 pages)View decision -
Decision Reference DRN-6106972
12 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6106972 The complaint Mr F has complained that Revolut Ltd (“Revolut”) sent a final response to a complaint to an incorrect email address, which resulted in a data breach. What happened Mr F raised a complaint with Revolut on 20 May 2025. Revolut issued a final response to the compl... (2 pages)View decision -
Decision Reference DRN-6145436
12 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6145436 The complaint Mr C has complained that HSBC UK Bank Plc wont refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. I issued my provisional findings on 17 February 2025 where I said the... (4 pages)View decision