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
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Decision Reference DRN-5617365
27 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5617365 The complaint Ms H complains that HSBC UK Bank Plc won’t refund the full amount of money she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submission... (2 pages)View decision -
Decision Reference DRN-5739583
27 Oct 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5739583 The complaint Mr G complains that Cynergy Bank Plc closed his accounts without providing a proper explanation. What happened Mr G had two savings accounts with Cynergy. Mr G has explained that he is a UK citizen of Russian descent and opened accounts with Cynergy to take a... (4 pages)View decision -
Decision Reference DRN-5906857
27 Oct 2025 MBNA Limited UpheldBanking and PaymentsDRN-5906857 The complaint Mr F complains that MBNA Limited lent irresponsibly when it increased the limit on his credit card. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr F originally opened a credit card ... (4 pages)View decision -
Decision Reference DRN-5861479
27 Oct 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5861479 The complaint Miss G is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited (‘SMF’) was misrepresented at the point of supply. What happened SMF. She paid an advance payment of £3,000 and the agreement was for £12,464 over... (4 pages)View decision -
Decision Reference DRN-5643214
27 Oct 2025 U K Insurance Limited UpheldInsuranceDRN-5643214 The complaint Mr E complained that U K Insurance Limited (“UKI”) unfairly declined his claim for damage caused by water ingress, under his and his wife’s home buildings insurance policy. What happened Mr E contacted UKI on 3 January 2025 after damp and mould were noticed in ... (3 pages)View decision -
Decision Reference DRN-5689363
27 Oct 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5689363 The complaint Ms K complains that Astrenska Insurance Limited declined her claim and voided her policy unfairly on the grounds of fraud. What happened In December 2023, Ms K made a claim against her travel insurance policy. She explained that while travelling abroad, a motor... (3 pages)View decision -
Decision Reference DRN-5759548
27 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5759548 The complaint Mr F and Ms R complain that Ageas Insurance Limited have unfairly declined their claim for storm damage, provided poor service, and some poor quality repairs. What happened Mr F and Ms R had a buildings insurance policy with Ageas. In September 2024 they noti... (4 pages)View decision -
Decision Reference DRN-5681898
27 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5681898 The complaint Mr R complains about the way U K Insurance Limited (“UKI”) has treated him when handling a claim under his legal expenses insurance (“LEI”) policy. Where I refer to UKI, this includes the actions of its agents and claims handlers for which it takes responsibil... (6 pages)View decision -
Decision Reference DRN-5906117
27 Oct 2025 Society of Lloyd's UpheldInsuranceDRN-5906117 The complaint Mr A complains that Society of Lloyd's increased the premium for his motor insurance policy because it said he had made a misrepresentation when he took out the policy. Mr A is represented in this matter by his broker. Reference to Society of Lloyd’s inclu... (4 pages)View decision -
Decision Reference DRN-5749337
27 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5749337 The complaint Mrs M complains Vanquis Bank Limited irresponsibly lent to her. What happened Mrs M was approved for a Vanquis credit card in August 2021, with a credit limit of £500. I have detailed the credit limit increases below: March 2022 £500 to £850 July 2022 £850 to £... (4 pages)View decision
