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 385796 results
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Decision Reference DRN-5173236
4 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5173236 The complaint Mr F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he lost as the result of a scam. Mr F is being represented by a third party. To keep things simple, I will refer to Mr F throughout my decision. ... (3 pages)View decision -
Decision Reference DRN-5129724
4 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5129724 The complaint Mr A complains that HSBC UK Bank Plc (‘HSBC’) hasn’t refunded the money he says he lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend on setting these out in detai... (3 pages)View decision -
Decision Reference DRN-5472382
4 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5472382 The complaint Mr P complains that the car he acquired through BMW Financial Services(GB) Limited trading as Alphera Financial Services (“BMW”) wasn’t of satisfactory quality. He wants BMW to repair the car or allow him to reject it and have his finance agreement cancelled. W... (3 pages)View decision -
Decision Reference DRN-5193788
4 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5193788 The complaint Mrs L and Mr M complain Santander UK Plc unfairly closed their account and withheld funds. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Although this is a joint account, I will mai... (5 pages)View decision -
Decision Reference DRN-5667841
4 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5667841 The complaint Mr S complains about a claim he made to Starling Bank Limited (Starling) in respect of a refund not having been processed following a return of goods purchased. What happened In January 2024, Mr S purchased a new laptop via eBay from a private seller. The lapto... (4 pages)View decision -
Decision Reference DRN-5665012
4 Jul 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5665012 The complaint Mr M complains that Scottish Equitable Plc trading as Aegon (“Aegon”) failed to efficiently manage a request that he made for the transfer of some pension savings he held with another firm. What happened I issued a provisional decision on this complaint in May ... (5 pages)View decision -
Decision Reference DRN-5659054
4 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5659054 The complaint Mr B complains about the service he received from Nationwide Building Society (NBS) after he reported his debit card as missing. What happened Mr B said he realised his NBS debit card was missing so contacted NBS to report it. He explained NBS agreed to send o... (3 pages)View decision -
Decision Reference DRN-5528521
4 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5528521 The complaint Mr O complains that Revolut Ltd didn’t do enough to protect him at a time he was falling victim to a scam and that it hasn’t refunded him since he reported it. What happened The background to this complaint is well-known to both parties and so I’ll only summar... (4 pages)View decision -
Decision Reference DRN-5655555
4 Jul 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5655555 The complaint Mr C complains about how Domestic & General Insurance Plc dealt with his claim under his ‘Sky Protect Device’ insurance policy. What happened Mr C has a Sky Protect insurance policy, insured by D&G. Around May 2024 he reported a fault with his 2 terabyt... (6 pages)View decision -
Decision Reference DRN-5586878
4 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5586878 The complaint Mr E complained because HSBC UK Bank Plc refused to refund him for cash machine withdrawals which he said he hadn’t made. What happened Mr E switched his bank account to HSBC in early October 2024. He received an email on 9 October which confirmed his new acco... (4 pages)View decision
