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 384131 results
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Decision Reference DRN-5969540
21 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5969540 The complaint Mr D is unhappy that National Westminster Bank Public Limited Company (“NatWest”) refused to agree a reduced payment plan with him and instead defaulted his personal loan. What happened Mr D had a personal loan with NatWest on which he was contractually require... (3 pages)View decision -
Decision Reference DRN-5736271
21 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5736271 The complaint Mr E complains that Revolut Ltd hasn’t refunded payments he made in relation to a job scam. What happened After coming across a job advertisement on social media, Mr E liaised with individuals who now appear to have been scammers. Mr E believed he needed to mak... (2 pages)View decision -
Decision Reference DRN-5955336
21 Nov 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5955336 The complaint Mr K complains about charges Mercedes-Benz Financial Services UK Limited (MBFS) asked him to pay when he returned a car he had been leasing through a finance agreement with them. He also says they were wrong not to inspect the car when they collected it. What h... (3 pages)View decision -
Decision Reference DRN-5837380
21 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5837380 The complaint Mr C has complained about Aviva Insurance Limited’s handling of a claim he made under his HomeServe home emergency policy. References to Aviva include its authorised agents. What happened The details of what happened are well known to both parties. I will summa... (2 pages)View decision -
Decision Reference DRN-5704854
21 Nov 2025 DAVIES MGA SERVICES LIMITED Not upheldInsuranceDRN-5704854 The complaint Miss S has complained about the decision DAVIES MGA SERVICES LIMITED (trading as Ticker) made to cancel her motor insurance policy. What happened The details of what happened are well known to both parties. I will summarise them here. • Miss S had a motor insur... (3 pages)View decision -
Decision Reference DRN-5455754
21 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5455754 The complaint Mx B complains that Barclays Bank UK LPC trading as Tesco Bank is holding them liable for a transaction they didn’t authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some... (3 pages)View decision -
Decision Reference DRN-5815411
21 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5815411 The complaint Miss S complains about how U K Insurance Limited trading as Privilege handled a claim made on her home insurance policy. Reference to Privilege includes its agents. Miss S has been represented throughout this complaint. For ease of reading, I’ll refer only to h... (3 pages)View decision -
Decision Reference DRN-5817150
21 Nov 2025 Wakam UpheldInsuranceDRN-5817150 The complaint Miss O has complained that Wakam has unreasonably refused to accept her claim under her pet policy. What happened Miss O had insured her two cats with another insurer. In May 24, at renewal, having adopted a third pet, she decided to insure all three with Waka... (5 pages)View decision -
Decision Reference DRN-5807236
21 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5807236 The complaint Mrs J and Mr J complain that HSBC UK Bank Plc won’t refund the money they lost to an investment scam. Mrs J and Mr J are represented in this complaint, but I’ll refer to them as it’s their complaint. What happened There is limited information on the events tha... (4 pages)View decision -
Decision Reference DRN-5759801
21 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5759801 The complaint Mr A complains that Barclays Bank UK PLC won’t refund the money he lost when he was scammed and blackmailed. What happened Mr A has provided Barclays and our service with limited information on events and the dialogue he had with the scammers. The following a... (6 pages)View decision
