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 388057 results
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Decision Reference DRN-5698160
17 Jul 2025 AutoMoney Limited Not upheldConsumer CreditDRN-5698160 The complaint Mrs H complains that the car she acquired through AutoMoney Limited (“AutoMoney”) wasn’t of satisfactory quality. She wants it to accept rejection of the car and then cancel the credit agreement. What happened Mrs H entered into a hire purchase agreement in Jul... (4 pages)View decision -
Decision Reference DRN-5501745
17 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5501745 The complaint Mr L complains that Wise Payments Limited (Wise) didn’t do enough to protect him from the financial harm caused by a task-related cryptocurrency scam. Mr L has been represented by a claims management company throughout his complaint. I have referred to them as... (3 pages)View decision -
Decision Reference DRN-5627360
17 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5627360 The complaint Mr B complains about Barclays Bank UK PLC (Barclays) after he requested a payment from his account with them. What happened At the beginning of November 2024, in preparation to purchase a property, Mr B transferred funds into Barclays and requested four large ... (3 pages)View decision -
Decision Reference DRN-5382582
17 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5382582 Complaint Miss F is unhappy that Bank of Scotland plc trading as Halifax didn’t reimburse her after she reported falling victim to a scam. Background In May 2022, Miss F became aware of an investment opportunity. It was initially recommended by a friend, who provided evidenc... (2 pages)View decision -
Decision Reference DRN-5241282
17 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5241282 Complaint Mr W is unhappy that Santander didn’t reimburse him after he reported falling victim to a scam. Background In 2022, Mr W became acquainted with an individual I’ll refer to as Mr J. Mr J claimed to work in the IT sector and said he was able to source discounted el... (2 pages)View decision -
Decision Reference DRN-5699017
17 Jul 2025 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5699017 The complaint Mr D complains about the service received from Prepay Technologies Ltd (“Prepay”) when using a money card issued by it abroad. In particular, Mr D is unhappy he was unable to withdrawal cash or use his card on numerous occasions and the support provided from Pr... (6 pages)View decision -
Decision Reference DRN-5698388
17 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5698388 The complaint Mr P says National Westminster Bank Plc irresponsibly lent to him. What happened Mr P took out two loans from NatWest. The first, on 27 September 2021, was for £20,000 over 60 months. The monthly repayments were £512.03. The second, on 18 February 2023, was for... (4 pages)View decision -
Decision Reference DRN-5655816
17 Jul 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5655816 The complaint Mr and Mrs C complain about their mortgage and associated mortgage current account (MCA) with Barclays Bank UK PLC. In particular, they’re unhappy its solicitors sent them a “notice to quit”, and that legal fees were added to the mortgage balance after they tho... (5 pages)View decision -
Decision Reference DRN-5659124
17 Jul 2025 Phoenix Life Limited UpheldInsuranceDRN-5659124 The complaint Mr S complains because Phoenix Life Limited hasn’t paid his critical illness insurance claim. What happened Mr S took out a life and critical illness insurance policy in 2000, which is now provided by Phoenix Life. Over the years, Mr S was sent annual review no... (3 pages)View decision -
Decision Reference DRN-5632678
17 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5632678 The complaint Miss L complains about how Advantage Insurance Company Limited (‘Advantage’) handled a claim made on her car insurance policy, including the valuation it placed on her car after writing it off. What happened Miss L was involved in a road traffic accident with ... (4 pages)View decision