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 392389 results
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Decision Reference DRN-5913628
17 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5913628 The complaint Mr H complains that Barclays Bank UK PLC trading as Tesco Bank declined to increase the credit limit on his credit card account. What happened Mr H has a credit card account with Tesco Bank, with a credit limit of £4,500. He says he has tried to increase the c... (3 pages)View decision -
Decision Reference DRN-5815276
17 Nov 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5815276 The complaint Mr H complains that Barclays Bank UK PLC didn’t pay him his share of a mortgage refund. He also complained about how Barclays responded when he asked it to look into this. Mr H said he’s a vulnerable customer, and Barclays failed to treat him appropriately. Wha... (3 pages)View decision -
Decision Reference DRN-5761266
17 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5761266 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. What happened Mr L applied for a Virgin Money credit card in November 2021. In his application, Mr L said he had an annual income o... (3 pages)View decision -
Decision Reference DRN-5955395
17 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5955395 The complaint Miss T complains about the service she’s received from HSBC UK Bank Plc (HSBC). What happened Miss T holds a bank account with HSBC. Using HSBC’s online chat function, Miss T requested a bank statement be sent to her as she needed it for a job application. HS... (3 pages)View decision -
Decision Reference DRN-5845062
17 Nov 2025 Black Horse Limited UpheldConsumer CreditDRN-5845062 The complaint Dr D is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services was of an unsatisfactory quality. What happened In October 2021, Dr D was supplied with a used car through a hire purch... (7 pages)View decision -
Decision Reference DRN-5954860
17 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5954860 The complaint Mr K complained about the salvage category placed on his vehicle by Advantage Insurance Company Limited after he made a claim under his van insurance policy for damage to it. Any reference to Advantage includes Hastings Insurance Services. What happened Mr K ... (3 pages)View decision -
Decision Reference DRN-5870058
17 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5870058 The complaint Mr N complains that American Express Services Europe Limited (Amex) lent irresponsibly in relation to two credit cards. What happened Mr N applied for an Amex credit card in May 2022 (card 1). The application data provided by Amex says Mr N gave an annual inco... (3 pages)View decision -
Decision Reference DRN-5802703
17 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5802703 The complaint Mr G is unhappy with HSBC UK Bank Plc. Mr G said he wasn’t receiving push notifications from his HSBC banking app in line with the banking activity that he was conducting. What happened Mr G said the notifications have been missed on several occasions. He sai... (2 pages)View decision -
Decision Reference DRN-5867731
17 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5867731 The complaint Miss I has complained that Revolut Ltd won’t refund money she says she lost to a scam. What happened Miss I says she came across the ‘investment ‘opportunity on social media and it was endorsed by a well- known celebrity, so she decided to open an account with... (3 pages)View decision -
Decision Reference DRN-5955083
17 Nov 2025 Society of Lloyd's Not upheldInsuranceDRN-5955083 The complaint P, a company, complains about a claim it made on its Society of Lloyd’s (Lloyd’s) commercial legal expenses insurance policy. P says Lloyd’s treated it unfairly by declining to cover its claim. What happened I issued a provisional decision in respect of P’s co... (4 pages)View decision