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 385995 results
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Decision Reference DRN-5970323
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5970323 The complaint The estate of Mr P says HSBC UK Bank PLC (“HSBC”) refuses to refund it for unauthorised transactions on its account. This complaint has been brought by a representative of the late Mr P’s estate, for ease I will refer to them as “T”. And in the hope that both p... (3 pages)View decision -
Decision Reference DRN-5907441
28 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5907441 The complaint Mr M complains about the poor service he received from Vanquis Bank Limited (VBL). What happened Between May and June of 2025, Mr M says several calls to VBL were disconnected and no callbacks were made. He also says VBL re-debited £250 on 15 May 2025, just hou... (2 pages)View decision -
Decision Reference DRN-5604435
28 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5604435 The complaint Mrs and Mr M complain that Santander UK Plc (‘Santander’) declined to refund them after they said they lost £7,310 as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of wha... (6 pages)View decision -
Decision Reference DRN-5978190
28 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5978190 The complaint Mr W complains about the quality of a car he was financing through an agreement with MotoNovo Finance Limited (MotoNovo). 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 th... (3 pages)View decision -
Decision Reference DRN-5661362
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5661362 The complaint S, a limited company, complains that National Westminster Bank Plc won’t reimburse them for funds they lost to a scam. They’d like the funds returned to them along with interest. S has appointed representatives for this complaint, but for ease of reading I’ll o... (2 pages)View decision -
Decision Reference DRN-5806373
28 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5806373 The complaint Mr J says Aviva Insurance Limited wrongly declined to pay a claim he made on his motor insurance policy after his car was stolen. What happened Mr J made arrangements with a ‘meet and greet’ parking service at an airport under which he handed over his car for ... (2 pages)View decision -
Decision Reference DRN-5740383
28 Nov 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5740383 The complaint Mr L has complained about the quality of the windscreen repair Highway Insurance Company Limited carried out following a claim on his car insurance policy. What happened Mr L has a car insurance policy with Highway. He made a claim for his damaged windscreen an... (3 pages)View decision -
Decision Reference DRN-5790176
28 Nov 2025 FINLI (SCOTLAND) LIMITED UpheldPensions and AnnuitiesDRN-5790176 The complaint Mr D’s complaint about FINLI (Scotland) Limited (‘FINLI’) relates to the advice and services it provided from 2018 in connection with his pension. He says it missed / carried out infrequent ongoing advice reviews of his pension planning, there was a lack of foc... (9 pages)View decision -
Decision Reference DRN-5839939
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5839939 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost, after he fell victim to an investment scam. Mr M has brought his complaint to this service with the assistance of a professional representative, but for ease of reading I will ref... (4 pages)View decision -
Decision Reference DRN-5909995
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5909995 The complaint Mr S has complained that Revolut Ltd won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. In summary: Mr S has said he replied to a social media advert promising... (4 pages)View decision
