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 381196 results
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Decision Reference DRN-5785546
22 Sep 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5785546 The complaint Miss G complains that Lowell Portfolio I LTD trading as Lowell Portfolio (Lowell) haven’t treated her fairly when dealing with her accounts. What happened Miss G has three accounts which were owned and serviced by Lowell, at the time of her complaint. One acco... (3 pages)View decision -
Decision Reference DRN-5608336
22 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5608336 The complaint Mr K complains that HSBC UK Bank Plc, won’t refund the money he lost to an investment scam. Mr K is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both partie... (7 pages)View decision -
Decision Reference DRN-5608328
22 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5608328 The complaint Mr K complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost to an investment scam. Mr K is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is w... (7 pages)View decision -
Decision Reference DRN-5832539
22 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5832539 The complaint Mr K complains that National Westminster Bank Plc (NatWest) won’t refund the money he lost to an investment scam. Mr K is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is wel... (7 pages)View decision -
Decision Reference DRN-5551820
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5551820 The complaint Mr S is unhappy Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened Mr S was looking to purchase flights online. He came across an advert on social media for a travel agency (“T”). He agreed to purchase a flight from it. He provided his card ... (2 pages)View decision -
Decision Reference DRN-5640884
22 Sep 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5640884 The complaint Mr and Mrs R have complained about the amount Tradex Insurance Company PLC has paid in settlement of their motor insurance claim under a policy in the name of Mr R. What happened The details of this complaint are well known to both parties, so I will not repeat... (2 pages)View decision -
Decision Reference DRN-5823143
22 Sep 2025 Ford Retail Limited Not upheldInsuranceDRN-5823143 The complaint Ms F complains that Ford Retail Limited trading as TrustFord (“Ford Retail”) mis-sold her a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, she says the policy didn’t offer fair value and they didn’t disclose to her they would be earning co... (5 pages)View decision -
Decision Reference DRN-5600698
22 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5600698 The complaint Mrs C is being represented by solicitors. She’s complaining about National Westminster Bank Public Limited Company because it declined to refund money she lost as a result of fraud. What happened Mrs C says she fell victim to a cruel investment scam after she w... (4 pages)View decision -
Decision Reference DRN-5804198
22 Sep 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5804198 The complaint Mr P complains that Cabot Credit Management Group Limited (Cabot) incorrectly reported a default on his credit file. What happened Mr B had a credit card account with a company I’ll call W. Mr B fell behind with his payments and the account went into arrears. W... (2 pages)View decision -
Decision Reference DRN-5475767
22 Sep 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5475767 The complaint Mr H complains that ReAssure Limited (“ReAssure”) has failed to send him annual statements for his pension plans. He’s unhappy with the difficulties he’s had in communicating with ReAssure about this issue and the lack of access to ReAssure’s online portal. Wh... (4 pages)View decision
