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 360264 results
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Decision Reference DRN-5319213
5 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5319213 The complaint Mr B complains HSBC UK Bank Plc unfairly blocked his account and placed his account into overdraft. What happened Mr B raised chargeback claims in early 2023. These claims were declined, and Mr B raised a formal complaint with HSBC about its handling of the cl... (4 pages)View decision -
Decision Reference DRN-4571085
5 Mar 2025 Great Lakes Insurance SE UpheldInsuranceDRN-4571085 The complaint Mr V complains Great Lakes Insurance SE settled his buildings insurance claim unfairly. Great Lakes’ been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Great Lakes’ own. For the same reason I’... (11 pages)View decision -
Decision Reference DRN-5374233
5 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5374233 The complaint Mr R complains that Royal & Sun Alliance Insurance Limited (RSA) declined a claim made under his home insurance policy. Where I’ve referred to RSA, this includes any action and communication by agents acting on their behalf. What happened Following bad we... (3 pages)View decision -
Decision Reference DRN-5172099
5 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5172099 The complaint X complains that Barclays Bank UK PLC won’t refund several payments he says he made and lost to 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 and based on the submissio... (3 pages)View decision -
Decision Reference DRN-5373900
5 Mar 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5373900 The complaint Mr Z complains about the quality of a car supplied on finance by Advantage Finance Ltd (‘AF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes w... (10 pages)View decision -
Decision Reference DRN-5369618
5 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5369618 The complaint Mr C complains that Revolut Ltd won’t refund payments he made as a result of a scam. What happened Mr C was the victim of an investment scam, involving the following payments from his Revolut account: Payment number Date Description Amount 1 17 August 2022 Card... (8 pages)View decision -
Decision Reference DRN-4870013
5 Mar 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4870013 The complaint Mr H believes Hyundai Capital UK Limited trading as Hyundai Finance (“Hyundai”) wrongfully applied their own terms and conditions when they thought he had breached an agreement he held with them. What happened In May 2021, Mr H acquired a used car using a cond... (4 pages)View decision -
Decision Reference DRN-5103038
5 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5103038 The complaint Miss L is unhappy that Santander UK Plc (“Santander”) couldn’t help when she asked them for help to recover money she’d paid for a service. What happened The parties are familiar with the background of this complaint so I will only summarise what happened brie... (3 pages)View decision -
Decision Reference DRN-4883324
5 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4883324 The complaint Mr Y complains Nationwide Building Society unfairly closed his accounts. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr Y held a flex account and savings accounts with Nationwide... (3 pages)View decision -
Decision Reference DRN-5272636
5 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5272636 The complaint Miss M complains that NewDay Ltd trading as Aqua irresponsibly lent her money on a credit card. What happened In March 2019, Miss M applied for a card with Aqua, and was offered an initial credit limit of £450. Aqua subsequently increased the credit limit on th... (3 pages)View decision
