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 375868 results
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Decision Reference DRN-5469938
8 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5469938 The complaint Mr D complains that Barclays Bank UK PLC won’t reimburse him after he made payments towards cryptocurrency investments – that he now considers to have been a scam. Mr D is professionally represented in bringing his complaint, but for ease of reading I’ll refer ... (2 pages)View decision -
Decision Reference DRN-5796899
8 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5796899 The complaint Mrs C complains that HSBC UK Bank Plc (“HSBC”) declined to refund a failed cash withdrawal. What happened Mrs C went to her local HSBC branch and withdrew £1,500. The cash, made up of 30 x £50 notes was counted in front of Mrs C. The cashier offered to place th... (4 pages)View decision -
Decision Reference DRN-5563228
8 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5563228 The complaint X is unhappy with how BUPA Insurance Limited (Bupa) has handled her dental insurance claim on her private medical insurance policy. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think ar... (3 pages)View decision -
Decision Reference DRN-5784550
8 Sep 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5784550 The complaint Miss A complains that Watford Insurance Company Europe Limited (“Watford”) unfairly declined a claim on her motor insurance policy and cancelled it. What happened Miss A or her husband Mr M had a hatchback car that had first been registered in 2015. For the ye... (3 pages)View decision -
Decision Reference DRN-5790261
8 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5790261 The complaint Mr M is unhappy that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) blocked his account and required his identity documents to be sent via an emailed link, which he thought wasn’t secure. Mr M says he missed payments to his credit card as a result and ... (3 pages)View decision -
Decision Reference DRN-5708837
8 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5708837 The complaint Mr A complains that Lendable Ltd trading as Autolend supplied him with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In February 2025, Mr A acquired a used car funded by a hire purchase agreement from Autolend. The car... (2 pages)View decision -
Decision Reference DRN-5726678
8 Sep 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5726678 The complaint Mr B complains Ageas Insurance Limited (Ageas) unfairly declined to settle his claim on his motor insurance policy. There are several parties and representatives of Ageas involved throughout the complaint but for the purposes of this complaint I’m only going t... (3 pages)View decision -
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
