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 381189 results
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Decision Reference DRN-5838462
24 Sep 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5838462 The complaint Mr M’s complaint is about the lack of assistance he received from Great Lakes Insurance UK Limited under his travel insurance policy (‘the policy’) after he injured his knee abroad. All reference to Great Lakes includes its agents and medical assistance team. ... (2 pages)View decision -
Decision Reference DRN-5144619
24 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5144619 The complaint Mr S is unhappy with how Starling Bank responded, after he raised a scam claim. What happened Mr S employed the services of a builder – J. Ultimately that relationship broke down leaving Mr S with incomplete and unsatisfactory work. He contacted Starling and w... (3 pages)View decision -
Decision Reference DRN-5838282
24 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5838282 The complaint Mrs R is unhappy that Santander UK Plc won’t reimburse money she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mrs R fell victim to a task-based job scam in which sh... (4 pages)View decision -
Decision Reference DRN-5837992
24 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5837992 The complaint Mr H complains that Bank of Scotland plc, trading as Halifax, has been unreasonable not to write off his debt on medical grounds and that they failed to acknowledge his representative’s authority. What happened The detailed background to this complaint is well ... (2 pages)View decision -
Decision Reference DRN-5837755
24 Sep 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5837755 The complaint Mr T is unhappy with the quality of a car financed by First Response Finance Limited using a hire purchase agreement. What happened In January 2024 Mr T entered into a hire purchase agreement with First Response for a used car. The car was around eight years ol... (4 pages)View decision -
Decision Reference DRN-5838165
24 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5838165 The complaint Mr C complains that Barclays Bank UK PLC won’t refund the full amount of money he 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 C fell victim to a romance scam a... (3 pages)View decision -
Decision Reference DRN-5836883
24 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5836883 The complaint Ms B complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application. Ms B also complains that Capital One failed to close a credit card that it had previously upheld an irresponsible lending complaint about. What happen... (4 pages)View decision -
Decision Reference DRN-5395042
24 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5395042 The complaint Mr M complains that HSBC UK Bank Plc won’t refund the full amount of money he 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 M’s wife fell victim to an investment... (3 pages)View decision -
Decision Reference DRN-5377578
24 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5377578 The complaint Ms P has complained about Revolut Ltd not refunding several payments she says she made and lost to a job 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, Ms P fell victim to a ... (3 pages)View decision -
Decision Reference DRN-5838343
24 Sep 2025 Allianz Insurance Plc UpheldInsuranceDRN-5838343 The complaint Mrs H’s complaint is about a claim she made on her Allianz Insurance Plc trading as Petplan (‘Allianz’) pet insurance policy. Mrs H says Allianz treated her unfairly. What happened Mrs H purchased her pet from a breeder. Mrs H says that her breeder asked her t... (4 pages)View decision
