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 382298 results
-
Decision Reference DRN-5604244
27 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5604244 The complaint Miss D is unhappy that Barclays Bank UK PLC won’t reimburse money she lost to a scam. What happened Through a personal recommendation Miss D became involved in a cryptocurrency investment scheme (“H”). She says she made the following payments to the scheme: D... (2 pages)View decision -
Decision Reference DRN-5627670
27 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5627670 The complaint Miss B complains that Vanquis Bank Limited unfairly reported a default against her, following a period of non-payment towards her credit card. What happened Miss B holds a credit card account with Vanquis. The account was opened in 2023, and it required Miss B... (4 pages)View decision -
Decision Reference DRN-5454381
27 Jun 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5454381 The complaint Mr K complains that his commercial vehicle insurer, Nelson Insurance Company Ltd (‘Nelson’) undervalued his car after it was declared a total loss. What happened In December 2023, Mr K was involved in an accident which resulted in his car being declared a tota... (4 pages)View decision -
Decision Reference DRN-5584355
27 Jun 2025 Equifax Limited Not upheldConsumer CreditDRN-5584355 The complaint Mr T complains that Equifax Limited prematurely closed down a dispute he had raised before it was resolved. What happened Mr T noticed a hard search on his credit file from a business I’ll call V. He didn’t think it should be there as he hadn’t authorised any s... (2 pages)View decision -
Decision Reference DRN-5325073
27 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5325073 The complaint Mr H complains that Bank of Scotland plc trading as Halifax put negative markers on his credit file when he missed some mortgage payments, and didn’t stop adding these markers when his payments resumed. Mr H says this is ruining his credit. What happened This m... (3 pages)View decision -
Decision Reference DRN-5224579
27 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5224579 The complaint Mr O has complained Bank of Scotland 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. In summary, Mr O fell victim to an inve... (4 pages)View decision -
Decision Reference DRN-5598477
27 Jun 2025 Experian Limited Not upheldConsumer CreditDRN-5598477 The complaint Mr H complains that Experian Limited (Experian) didn’t investigate properly or remove an incorrect entry on his credit file when he disputed it with them. What happened Mr H noticed an entry on his credit file showing both payments made and payments missed, for... (2 pages)View decision -
Decision Reference DRN-5595977
27 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5595977 The complaint Miss D complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) dealt with a claim for the theft of her car under her motor insurance policy. What happened Miss D had a car insurance policy with Admiral. Her car was stolen from outside her house in... (3 pages)View decision -
Decision Reference DRN-5203464
27 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5203464 The complaint Miss W complains Bank of Scotland plc failed to provide her with appropriate support and intervene when she spent excessive amounts on gambling. What happened Miss W held a BoS account, and in 2012 Miss W was granted an overdraft on the account. This was for £... (3 pages)View decision -
Decision Reference DRN-5450783
27 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5450783 The complaint Mrs W complains about a claim she made to NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) in respect of a packaged holiday not being as described. What happened In April 2024, Mrs W paid £8,837.48 using her NatWest debit card for a packaged holiday w... (4 pages)View decision
