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 363925 results
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Decision Reference DRN-5190681
8 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5190681 The complaint Mr N is complaining that Wise Payments Limited didn’t do enough to prevent him from making payments to an investment scam. The complaint is brought on his behalf by a professional representative. What happened The circumstances of this scam are well-known to b... (3 pages)View decision -
Decision Reference DRN-5048265
8 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5048265 The complaint Mr C has complained about HSBC UK Bank Plc’s communications with him. These were in respect of help he’d asked for regarding a disputed transaction. However, the disputed transaction itself, including a significant number of the communications, are being consid... (2 pages)View decision -
Decision Reference DRN-5465856
8 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5465856 The complaint Mrs and Mr W complain that the Nationwide Building Society (‘Nationwide’) won’t refund payments they made as part of 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, I un... (5 pages)View decision -
Decision Reference DRN-5451951
8 Apr 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5451951 The complaint Mr G has complained that Mitsubishi HC Capital UK PLC, trading as Novuna, did not apply the correct rate of interest to a loan it provided him, therefore being a party to an unfair credit relationship under s.140A of the Consumer Credit Act 1974 (“CCA”). What h... (6 pages)View decision -
Decision Reference DRN-5078114
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5078114 The complaint Mrs T complains that Barclays Bank UK PLC didn’t protect her from an investment scam. Mrs T is being supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs T in this decision. What happened Mrs T has explained that an acquai... (5 pages)View decision -
Decision Reference DRN-5457224
8 Apr 2025 Millennium Insurance Company Limited Not upheldInsuranceDRN-5457224 The complaint Miss O complains Millennium Insurance Company Limited (Millennium) unfairly declined to settle her claim on her home emergency insurance policy. Millennium are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the ... (3 pages)View decision -
Decision Reference DRN-5363152
8 Apr 2025 Freemans Plc UpheldConsumer CreditDRN-5363152 The complaint Miss B complains that Freemans Plc lent to her irresponsibly. What happened Miss B had a credit account with Freemans from February 2000. We don’t know what the opening credit limit was, but we do have limited information about it from October 2009 onwards as s... (4 pages)View decision -
Decision Reference DRN-5458494
8 Apr 2025 BUPA Insurance Limited UpheldInsuranceDRN-5458494 The complaint Mr K is unhappy that BUPA Insurance Limited haven’t agreed to settle his claim in full. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. What... (2 pages)View decision -
Decision Reference DRN-5070371
8 Apr 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5070371 The complaint Mr S is unhappy Telefonica UK Limited trading as O2 supplied him with a smart watch, under a loan agreement, which wasn’t of satisfactory quality. What happened In November 2022, Mr S acquired a smart watch with O2. Neither party have been able to provide me w... (3 pages)View decision -
Decision Reference DRN-5431869
8 Apr 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5431869 The complaint This complaint is about a mortgage Mr N holds with Lloyds Bank Plc trading as Cheltenham & Gloucester (C&G) on a property in which he does not reside. The essence of the complaint is that C&G: didn’t capitalise arrears after a new interest rate p... (5 pages)View decision
