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-5688383
19 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5688383 The complaint Mr B is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t reimburse money he lost to a scam. Mr B is represented by a third-party claims firm, but I will refer to Mr B here. What happened The background to this complaint is well known to bot... (4 pages)View decision -
Decision Reference DRN-5930400
19 Nov 2025 KGM Underwriting Services Limited UpheldInsuranceDRN-5930400 The complaint Mr D complains that KGM Underwriting Services Limited (“KGM”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van, made by a European vehicle manufacturer and first registere... (4 pages)View decision -
Decision Reference DRN-5893950
19 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5893950 The complaint Mr D and Miss F complain Bank of Scotland plc trading as Halifax won’t refund the money they believe they lost to a scam. What happened Mr D says he was researching ISA options and came across a broker who recommended an ISA with a whisky investment company, “W... (3 pages)View decision -
Decision Reference DRN-5747327
19 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5747327 The complaint Mr D complains Bank of Scotland plc trading as Halifax won’t refund the money he believes he lost to a scam. What happened Mr D says he was researching ISA options and came across a broker who recommended an ISA with a whisky investment company, “W”. He says he... (3 pages)View decision -
Decision Reference DRN-5880778
19 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5880778 The complaint Mrs D complains that a car that was supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Mrs D under a hire purc... (3 pages)View decision -
Decision Reference DRN-5729331
19 Nov 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5729331 The complaint Mr A is unhappy with how Plata Finance Limited are reporting his personal loan to the credit reference agencies (“CRAs”). What happened Mr A took out a £25,000 personal loan with Plata. When he reviewed his credit file, he was expecting Plata to be reporting th... (2 pages)View decision -
Decision Reference DRN-5849762
19 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5849762 The complaint Mrs H complains that Revolut Ltd won’t refund the money she lost to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mrs H was searching f... (7 pages)View decision -
Decision Reference DRN-5873803
19 Nov 2025 Motability Operations Limited UpheldConsumer CreditDRN-5873803 The complaint Mr J complains about the quality of a car that was supplied through a hire agreement with Motability Operations Limited (MOL). Mr J has been represented on this complaint. But to keep things simple I’ll only refer to Mr J in my decision. What happened In March ... (3 pages)View decision -
Decision Reference DRN-5849731
19 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5849731 The complaint Mrs H complains that HSBC UK Bank Plc won’t refund the money she lost to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mrs H was searchi... (4 pages)View decision -
Decision Reference DRN-5849461
19 Nov 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5849461 The complaint Mrs H complains that Metro Bank PLC (Metro) won’t refund the money she lost to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mrs H was ... (3 pages)View decision
