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 367928 results
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Decision Reference DRN-5243159
9 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5243159 The complaint Mrs A complains about the way HSBC UK Bank Plc handled her a claim for a refund when goods she bought using her credit card were not delivered. What happened On 27 February 2024 Mrs A bought goods online from a retailer, which I’ll call “L”. She paid a total of... (2 pages)View decision -
Decision Reference DRN-5610049
9 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5610049 The complaint Mr B has complained that his motorhome was damaged when he made a claim to Royal & Sun Alliance (RSA) for a windscreen repair under his motorhome policy. References to RSA include all its agents in supplying and fitting the windscreen repair. What happene... (4 pages)View decision -
Decision Reference DRN-5610188
9 Jun 2025 Idealing.com Limited Not upheldInvestmentsDRN-5610188 The complaint Mr L complains that Idealing.com Limited (“iDealing”) has unfairly paid dividends on his investment account net of withholding tax. In addition, he says he received some dividends at a penny less than the amount due. What happened Mr L has been trading on his ... (5 pages)View decision -
Decision Reference DRN-5448504
9 Jun 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5448504 The complaint Mr W and Mrs W complain that the Co-operative Bank Plc (Co-op) allowed an unauthorised third party to change their bank account details and Mr W’s personal details over the phone. They would like Co-op to pay more compensation for the distress and inconvenience... (3 pages)View decision -
Decision Reference DRN-5609560
9 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5609560 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited unfairly turned down a claim on his motor insurance policy. In bringing this complaint Mr B's mum has represented him. But, for ease of reading, I’ll refer to his mum’s comments as being his. What h... (3 pages)View decision -
Decision Reference DRN-5242910
9 Jun 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5242910 The complaint Mr P complains that Phoenix Life Limited (“Phoenix”) unfairly removed the Guaranteed Annuity Rate (“GAR”) from his pension policy without his knowledge or consent. And that Phoenix continued to send misleading annual statements for over ten years indicating the... (5 pages)View decision -
Decision Reference DRN-5580194
9 Jun 2025 Santander UK Plc Not upheldMortgagesDRN-5580194 The complaint Miss L and Mr M’s complaint is that they believe Santander UK Plc acted unreasonably in stating it would withdraw its mortgage offer after Miss L and Mr M agreed to accept a cash incentive from their vendor in relation to repairs to be carried out to the proper... (2 pages)View decision -
Decision Reference DRN-5595199
9 Jun 2025 Lloyds Bank PLC UpheldMortgagesDRN-5595199 The complaint Mr M complains that Lloyds Bank PLC didn’t warn him in advance that he would need to go through a full remortgage on three Buy To Let mortgages before he could choose a new interest rate for them. Mr M said this cost him money and time, and left him worse off. ... (5 pages)View decision -
Decision Reference DRN-5185014
9 Jun 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5185014 The complaint Mr S settled his finance agreement early with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (AFS) and is unhappy with the amount of money they asked him to pay. When I refer to what Mr S or AFS have said or done, it should also ... (3 pages)View decision -
Decision Reference DRN-5343024
9 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5343024 The complaint Miss D complains HSBC UK Bank Plc (‘HSBC’), hasn’t reimbursed her following an authorised push payment (‘APP’) investment scam she fell victim to. She says HSBC should reimburse her for the money she lost. What happened As both parties are familiar with the ci... (7 pages)View decision
