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 380824 results
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Decision Reference DRN-5878741
23 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5878741 The complaint Mrs S complaints that Intact Insurance UK Limited (“Intact”) unfairly declined a claim she made under her home insurance policy. Mrs S is represented in this complaint by Mr S, who has been the main point of contact during the claim and complaint process. Wha... (3 pages)View decision -
Decision Reference DRN-5874479
23 Oct 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5874479 The complaint Mr S complains about the administration of his Marks & Spencer Financial Services Plc credit card. What happened In August 2025, Mr S contacted M&S about a transaction on his credit card which he wanted to dispute; he was unhappy with the length of tim... (2 pages)View decision -
Decision Reference DRN-5658930
23 Oct 2025 American International Group UK Limited Not upheldInsuranceDRN-5658930 The complaint Mr G complains that American International Group UK Limited unfairly declined his personal accident claim. What happened Both sides are familiar with what happened so I will only summarise the background to this complaint. Mr G has the benefit of a group perso... (3 pages)View decision -
Decision Reference DRN-5898446
23 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5898446 The complaint Mr H and Miss K complain that Inter Partner Assistance SA (“IPA”) declined Miss K’s claim for medical expenses and voided their travel insurance policy. What happened Mr H and Miss K had an annual multi-trip travel insurance policy which was provided by IPA. T... (5 pages)View decision -
Decision Reference DRN-5524806
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5524806 The complaint Mr U complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost to a ‘recovery’ scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, Mr U made payments for ‘investment’ to what he says was a s... (3 pages)View decision -
Decision Reference DRN-5865528
23 Oct 2025 Wirex Limited Not upheldBanking and PaymentsDRN-5865528 The complaint Mr A complains that Wirex Limited won’t reimburse him funds he lost after he says they were sent to an account he did not recognise. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Betwe... (3 pages)View decision -
Decision Reference DRN-5455378
23 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5455378 The complaint Miss S complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds she lost when she says she was the victim of a scam. What happened Miss S says that in January 2020 she saw information at her gym about a meeting on cryptocurrency. She decided to attend... (3 pages)View decision -
Decision Reference DRN-5885347
23 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5885347 The complaint Miss S complains that NewDay Ltd, trading as Marbles, lent to her irresponsibly. What happened Miss S held a credit card with NewDay; I’ve set out the lending history below: Date Event Limit (£) 1 August 2021 Account opened £25012 August 2022 Credit Limit Inc... (4 pages)View decision -
Decision Reference DRN-5902901
23 Oct 2025 Close Brothers Limited UpheldConsumer CreditDRN-5902901 The complaint Mr C is complaining about the quality of a vehicle supplied to him by Close Brothers Limited (CBL). What happened In January 2024, Mr C acquired a vehicle via a personal contract purchase (PCP) agreement with CBL. He paid a deposit of around £8,400 and borrowed... (4 pages)View decision -
Decision Reference DRN-5751207
23 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5751207 The complaint Miss R complains that TSB Bank plc (“TSB”) acted irresponsibly when it granted her an overdraft facility and credit limit increases and that it failed to monitor her usage to identify when she was in financial difficulty. What happened Miss R was initially gra... (4 pages)View decision
