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 381196 results
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Decision Reference DRN-5633935
9 Jul 2025 One Insurance Limited UpheldInsuranceDRN-5633935 The complaint Mr G complains that One Insurance Limited (“One”) undervalued his car and deducted too much for its salvage following a claim under his car insurance policy. What happened Mr G had a motor insurance policy with One covering his car. In early 2024 he was involve... (4 pages)View decision -
Decision Reference DRN-5250213
9 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5250213 The complaint Miss B complains Revolut Ltd won’t reimburse money she lost when she fell victim to a scam. What happened Miss B paid over £7,000 in June 2023, to what she was led to believe was an employment opportunity – completing tasks online to earn commission. Miss B ha... (2 pages)View decision -
Decision Reference DRN-5541363
9 Jul 2025 First Central Underwriting Limited UpheldInsuranceDRN-5541363 The complaint Mr R complains that First Central Underwriting Limited cancelled his motor insurance policy as if it hadn't existed, known as avoidance. What happened Mr R initially took out a First Central policy which covered him for parts of 2022 and 2023. In early May... (4 pages)View decision -
Decision Reference DRN-5607780
9 Jul 2025 Cynergy Bank Plc Not upheldMortgagesDRN-5607780 The complaint Mr N’s complaint is about a personal loan with Cynergy Bank Plc. He complained to Cynergy Bank that he was not aware that the loan had been arranged on an interest-only basis; rather he understood it was a ten-year repayment arrangement that should have been fu... (4 pages)View decision -
Decision Reference DRN-5490394
9 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5490394 The complaint Mr I complains that Santander UK Plc (‘Santander’) won’t refund the money he lost as the result of a scam. What happened Mr I saw an investment advertised online for a company I’ll refer to as P. The investment involved cryptocurrency. Mr I says he was promise... (3 pages)View decision -
Decision Reference DRN-5490501
9 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5490501 The complaint Mr I complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost as the result of a scam. What happened Mr I saw an investment advertised online for a company I’ll refer to as P. The investment involved cryptocurrency. Mr I says he was promised a r... (3 pages)View decision -
Decision Reference DRN-5640881
8 Jul 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5640881 The complaint Mr M complains that Sainsbury’s Bank Plc has not arranged an affordable repayment plan and continues to charge late fees. What happened Mr M says that, following a decision from the Financial Ombudsman Service that a loan was unaffordable, Sainsbury’s should h... (2 pages)View decision -
Decision Reference DRN-5670730
8 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5670730 The complaint Miss B is complaining that National Westminster Bank Public Bank Limited Company (NatWest) didn’t do enough to prevent her making payments to what she says was a scam. What happened I issued my provisional decision on this complaint on 13 June 2025. I wanted t... (5 pages)View decision -
Decision Reference DRN-5679916
8 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5679916 The complaint Ms B complains that Starling Bank Limited trading as Starling Bank (‘Starling’) registered a Cifas marker against them, without due cause. Whilst Starling have now removed the Cifas marker and offered to pay £200 in recognition of the distress and inconvenience... (6 pages)View decision -
Decision Reference DRN-5671117
8 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5671117 The complaint Miss B is complaining that Revolut Ltd didn’t do enough to prevent her making payments to what she says was a scam. What happened I issued my provisional decision on this complaint on 13 June 2025. I wanted to give both sides a chance to provide any further ev... (5 pages)View decision
