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 381196 results
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Decision Reference DRN-5625356
28 Aug 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5625356 The complaint Miss W complains about the service she received from BUPA Insurance Limited (trading as BUPA Dental) when she made a claim for treatment. What happened Miss W holds dental insurance cover via her employer, and the policy is underwritten by BUPA. She received tr... (2 pages)View decision -
Decision Reference DRN-5301725
28 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5301725 The complaint and what happened Miss H has asked our service to look into several complaint points she has raised with Lloyds Bank PLC, who previously provided her with a current account, which I’ve summarised as follows: • Miss H disputes authorising several payments debite... (4 pages)View decision -
Decision Reference DRN-5663799
28 Aug 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5663799 The complaint Miss H has complained about the service received by Tesco Underwriting Limited. She complains that as that as a claim was not resolved in a timely manner her renewal premium increased. What happened The background to this matter is well known to the parties so ... (2 pages)View decision -
Decision Reference DRN-5768833
28 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5768833 The complaint Mr and Mrs B complain that Barclays Bank UK PLC didn’t treat them fairly when the term of their mortgage expired with an unpaid balance. They ask for more time to repay the mortgage. What happened Mr and Mrs B took out a mortgage with Barclays in 2007. Part was... (3 pages)View decision -
Decision Reference DRN-4900180
28 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4900180 The complaint Mr W complains that Bank of Scotland plc trading as Halifax (“Halifax”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr W ha... (2 pages)View decision -
Decision Reference DRN-5782808
28 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5782808 The complaint Mr B complains that Revolut declined to refund him £2,000 which he lost as a result of a scam. He is also unhappy that Revolut registered a Cifas marker against his name without due cause. What happened The circumstances of this complaint are well-known to both... (5 pages)View decision -
Decision Reference DRN-5571873
28 Aug 2025 Vitality Health Limited Not upheldInsuranceDRN-5571873 The complaint Mr S is unhappy with how Vitality Health Limited (Vitality) has handled his private medical insurance claim. 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 are the key events. Mr S... (3 pages)View decision -
Decision Reference DRN-5659528
28 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5659528 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (Admiral) declined his claim following a road traffic accident he was involved in, under his motor insurance policy. What happened Mr M was involved in a serious collision whilst driving his car in July... (3 pages)View decision -
Decision Reference DRN-5129335
28 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5129335 The complaint Mr L complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected him from losing money he paid to two of HSBC’s customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In br... (2 pages)View decision -
Decision Reference DRN-5129364
28 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5129364 The complaint Mr and Mrs L complain that HSBC UK Bank Plc trading as first direct (“First Direct”) hasn’t protected them from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief su... (3 pages)View decision
