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 366874 results
-
Decision Reference DRN-5435183
21 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5435183 The complaint Mrs G is unhappy about HSBC UK Bank Plc trading as first direct bank (“HSBC”)’s decision not to refund the payments she says were made towards two scams. What happened The investigator’s view of 25 February 2025 detailed the background to this complaint and se... (3 pages)View decision -
Decision Reference DRN-5160772
21 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsThe complaint Miss M complains that Bank of Scotland plc won’t refund her the money she lost to what she believes to be 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 understand it to be as follows... (5 pages)View decision -
Decision Reference DRN-5569896
21 May 2025 Bank of Scotland Plc UpheldMortgagesDRN-5569896 The complaint Mr C complains about the barriers he says he faced when trying to obtain a product transfer on his mortgage with Bank of Scotland plc trading as Halifax. He’s also unhappy that he was turned down for a payment holiday. He says that both of these issues have led... (10 pages)View decision -
Decision Reference DRN-5557467
21 May 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5557467 The complaint Mr H complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) irresponsibly lent to him. Mr H says he was in a vulnerable position and reasonable checks would have shown Tesco shouldn’t have lent. What happened Mr H entered into a loan agreement wit... (2 pages)View decision -
Decision Reference DRN-5441321
21 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5441321 The complaint Mr S complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr S is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr S himself. What happe... (2 pages)View decision -
Decision Reference DRN-5555326
21 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5555326 The complaint Miss R complains, through her representative, that NewDay Ltd trading as TUI Mastercard (“NewDay”) gave her a credit card and then increased her credit limit when she couldn’t afford it. What happened I’ve summarised Miss R’s card approval and credit limit incr... (3 pages)View decision -
Decision Reference DRN-5528517
21 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5528517 The complaint Mr I complains about the total loss settlement Tradex Insurance Company PLC (‘Tradex’) agreed to pay following a claim made on his car insurance policy. What happened In December 2024, Mr I’s car was damaged from an accident involving another vehicle. So, he c... (3 pages)View decision -
Decision Reference DRN-5572990
21 May 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5572990 The complaint Ms T complains that ReAssure Limited provided her with incorrect valuations of the share of her ex-husband’s pension that she was entitled to through a Pension Sharing Order. As a result the value of her share is a lot less than she was expecting. What happened... (3 pages)View decision -
Decision Reference DRN-5430250
21 May 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5430250 The complaint Mr B says Lowell Portfolio I Ltd refuses to provide clear and not-misleading answers to his questions about an alleged outstanding debt. Because of that, Mr B believes the balance of the account has been falsified, there is no debt, and there is no agreement he... (5 pages)View decision -
Decision Reference DRN-5553060
21 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5553060 The complaint Mr B complains that Santander UK PLC won't remove a dormancy block from his account, though he says he has provided all necessary ID documents. What happened In May 2024 Santander wrote to Mr B to advise him that as his account hadn't been used for so... (2 pages)View decision
