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 369228 results
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Decision Reference DRN-5256037
10 Apr 2025 Protection and Investment Ltd Not upheldPensions and AnnuitiesDRN-5256037 The complaint Mr M complains that Protection and Investment Ltd (PIL) provided unsuitable advice and poor service for his ISA (Individual Savings Account) and pension causing him financial loss. What happened Mr M had been a client of PIL since 2007. He had an ISA and a per... (9 pages)View decision -
Decision Reference DRN-5430438
10 Apr 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5430438 The complaint Mrs J complains that HSBC UK Bank Plc declined her loan application. What happened On 19 December 2024 Mrs J applied for a HSBC Personal Loan for £50,000. The purpose of the loan was to replace a roof on one of Mrs J’s rental properties. HSBC assessed the loan ... (3 pages)View decision -
Decision Reference DRN-5457490
10 Apr 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5457490 The complaint Mr P complains about how AXA PPP Healthcare Limited handled a claim under his private health insurance policy. What happened Mr P holds a private health insurance policy through his employer. The insurer is AXA. AXA received a referral for Mr P to see a psych... (2 pages)View decision -
Decision Reference DRN-4974897
10 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4974897 The complaint Miss H is unhappy that HSBC UK Bank Plc (‘HSBC’) has decided not to refund the money she lost, to what she believed was an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties. So, I won’t repeat e... (4 pages)View decision -
Decision Reference DRN-5470804
10 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5470804 The complaint Miss F complains that NewDay Ltd have irresponsibly lent to her. What happened Miss F was approved for an NewDay credit card (which I will refer to as A in this decision), in April 2019 with a credit limit of £300. I have detailed the credit limit changes below... (4 pages)View decision -
Decision Reference DRN-5084887
10 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5084887 The complaint Mr A complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY unfairly closed his account and delayed returning his funds. What happened Mr A opened a new account with NatWest and made two transfers in totalling £15,000. Although Mr A’s account had been ope... (3 pages)View decision -
Decision Reference DRN-5472923
10 Apr 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5472923 The complaint Mr and Mrs S complain about the way AA Underwriting Insurance Company Limited has handled a claim made on their home insurance policy for damage caused by subsidence. What happened Mr and Mrs S have had an ongoing claim for a number of years, relating to subsi... (4 pages)View decision -
Decision Reference DRN-5241005
10 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241005 The complaint Mr M complains Monzo Bank Ltd loaded his details to a fraud marker database. What happened Mr M says he opened a Monzo account as a savings account, but then lost his job so he didn’t use the account. Mr M then tried to use the account again but found out it ... (3 pages)View decision -
Decision Reference DRN-5250160
10 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5250160 The complaint Miss M complains that HSBC UK Bank Plc unfairly loaded a Credit Industry Fraud Avoidance System (CIFAS) marker under her name. What happened Around December 2023, Miss M received a payment of around £1,500 into her account. Following this, HSBC restricted her a... (4 pages)View decision -
Decision Reference DRN-5312026
10 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5312026 The complaint Mrs F complains Tesco Personal Finance plc trading as Tesco Bank (Tesco) failed to carry out sufficient checks before it agreed a credit card facility and subsequently increased the credit limit on that card. What happened Mrs F says she applied for a credit ca... (3 pages)View decision
