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 393318 results
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Decision Reference DRN-6089365
29 Jan 2026 BUPA Insurance Limited Not upheldInsuranceDRN-6089365 The complaint Mr S has complained that BUPA Insurance Limited increased the cost of his private medical insurance (PMI) policy by a large amount at renewal. What happened Mr S’s PMI covers himself and his wife. His renewal quote for 2025 was £2,956.44, which is an increase ... (2 pages)View decision -
Decision Reference DRN-5696008
29 Jan 2026 Woodgrange Associates UpheldPensions and AnnuitiesDRN-5696008 The complaint Mr V complains that Woodgrange Associates (‘WA’) gave him unsuitable advice to transfer two defined benefit (DB) pensions to a personal pension. What happened Mr V was advised by WA to transfer his two DB pensions with Prudential and United Friendly to a person... (6 pages)View decision -
Decision Reference DRN-5803487
29 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5803487 The complaint Mr B complains that National Westminster Bank Public Limited Company (NatWest) will not refund money he says he lost to an investment scam. Mr B is represented by a third party, but for ease of reference I will refer to Mr B throughout the decision. What happe... (2 pages)View decision -
Decision Reference DRN-5925422
29 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5925422 The complaint Mr B complains Lloyds Bank PLC didn’t do enough to protect him from harm and that this has had a significant impact on his finances, mental health and emotional wellbeing. He’s also unhappy with Lloyds Bank PLC’s disappointing handling of his complaint. What ha... (2 pages)View decision -
Decision Reference DRN-5771060
29 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5771060 The complaint Mr L complains Barclays Bank UK PLC (“Barclays”) irresponsibly lent to him. What happened Barclays provided Mr L with the following three loans: Loan number Loan dateLoan amount Monthly payment Term Date closed Consolidation 1 28 December 2018 £30,000 £589.12... (4 pages)View decision -
Decision Reference DRN-6083007
29 Jan 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6083007 The complaint Mr J complains that Creation Consumer Finance Limited (“Creation”) told him they had changed his direct debit payment date but then tried to take a payment on the original date. What happened Mr J’s direct debit payment to Creation was due to be taken on the 2 ... (2 pages)View decision -
Decision Reference DRN-6024390
29 Jan 2026 Marsh Finance Limited Not upheldConsumer CreditDRN-6024390 The complaint Mr C is unhappy as to how a missed payment was dealt with by Marsh Finance Limited trading as Oasis Motor Finance Ltd (Marsh). When I refer to what Mr C has said and what Marsh have said, it should also be taken to include things said on their behalf. What ha... (3 pages)View decision -
Decision Reference DRN-5819423
29 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5819423 The complaint Mrs B complains that Revolut Ltd hasn’t reimbursed her for payments she made as part of an investment scam. What happened In early 2022 Mrs B began making card payments to a cryptocurrency platform using her Revolut card. She was acting on the advice of a scamm... (3 pages)View decision -
Decision Reference DRN-5985050
29 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5985050 The complaint Miss G complains HSBC UK Bank Plc won’t refund the money she says she lost to a scam. What happened Miss G joined a property investment network that promoted investment opportunities. Through this, she found out about “C”. She understood they were offering a “g... (6 pages)View decision -
Decision Reference DRN-6095602
29 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6095602 The complaint Mr C complains that Lloyds Bank PLC is unable to locate an account which he says remains open with it. He says it has a credit balance of around £2,500. What happened In June 2025 Mr C contacted Lloyds to say that he thought it held an account in his name with ... (2 pages)View decision