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 381082 results
-
Decision Reference DRN-5755431
8 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5755431 The complaint Miss N complains about the repudiation of her motor insurance claim by Admiral Insurance (Gibraltar) Limited (‘Admiral’). Part of Miss N’s dissatisfaction concerns the actions of Admiral’s appointed agents. As Admiral have accepted responsibility for their agen... (4 pages)View decision -
Decision Reference DRN-5275751
8 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5275751 The complaint Mr E complains HSBC UK Bank Plc (“HSBC”) didn’t do enough to protect him when he 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. Mr E said he registered his inter... (3 pages)View decision -
Decision Reference DRN-5408612
8 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5408612 The complaint Ms O complains that Bank of Scotland plc trading as Halifax failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) romance and investment scam. What happened The background to this complaint is well known to both partie... (3 pages)View decision -
Decision Reference DRN-5408755
8 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5408755 The complaint Ms O complains that Barclays Bank UK PLC failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) romance and investment scam. What happened The background to this complaint is well known to both parties, and is not in di... (4 pages)View decision -
Decision Reference DRN-5795081
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5795081 The complaint Mr D complains that Nationwide Building Society closed his account and unfairly registered a marker about him at Cifas, the national fraud database. He is also unhappy that Nationwide have not released his closing balance and the service he received. What happ... (4 pages)View decision -
Decision Reference DRN-5691905
8 Sep 2025 Leeds Building Society Not upheldMortgagesDRN-5691905 The complaint Mr R complains that Leeds Building Society caused delays with his remortgage to it. He said he repeatedly sent copies of a direct debit mandate to it in the post, but he said Leeds lost them, and this meant he ended up paying a higher interest rate to his old l... (4 pages)View decision -
Decision Reference DRN-5503233
8 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5503233 The complaint Mr S complains that Starling Bank Limited (“Starling”) won’t refund in full payments made from his account as part of a scam. What happened In August 2024, Mr S received a call from someone purporting to be from Starling and they said they were calling in rela... (3 pages)View decision -
Decision Reference DRN-5803959
8 Sep 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5803959 The complaint Mr C complains that the car he acquired through Zopa Bank Limited (“Zopa”) wasn’t of satisfactory quality. The car has now been rejected and collected, but he’s unhappy with the redress and compensation paid by Zopa. What happened Mr C entered a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5507866
8 Sep 2025 PDL Finance Limited Not upheldConsumer CreditDRN-5507866 The complaint Miss S complains PDL Finance trading as Mr Lender irresponsibly lent to her. What happened PDL Finance provided Miss S with two loans as follows: Loan Number Date of Sale Loan Amount Largest Monthly Repayment No. of Instalments (months) 1 30 August 2022 £200£... (5 pages)View decision -
Decision Reference DRN-5655577
8 Sep 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5655577 The complaint Ms P complains about Automobile Association Insurance Services Limited (AA) issuing documents under her motor insurance policy showing a claim made in respect of the theft of her vehicle as a non-fault claim, then issuing documents recording the claim as a faul... (3 pages)View decision
