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 370903 results
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Decision Reference DRN-5213967
29 May 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5213967 The complaint Mr A complains that Nationwide Building Society (“Nationwide”) is holding him liable for the debt on a loan he says he neither applied for nor consented to. What happened The background to this complaint is well known to both parties, so I won’t repeat everyth... (2 pages)View decision -
Decision Reference DRN-5587669
29 May 2025 BUPA Insurance Limited UpheldInsuranceDRN-5587669 The complaint Ms M complains about how BUPA Insurance Limited handled a claim under her private health insurance policy. What happened Ms M asked Bupa to authorise 10 sessions of rTMS (repetitive transcranial magnetic stimulation) treatment on 11 March 2024. Bupa said it wo... (6 pages)View decision -
Decision Reference DRN-5566520
29 May 2025 Zopa Bank Limited UpheldBanking and PaymentsDRN-5566520 The complaint Mr S complains that Zopa Bank Limited failed to process a balance transfer to his new credit card. What happened Mr S holds a credit card with Zopa. In November 2024 Mr S took out a new credit card with NatWest and put in details to transfer the balance of £175... (3 pages)View decision -
Decision Reference DRN-5122608
29 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5122608 The complaint Mr H complains that Barclays Bank UK PLC didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr H says he fell victim to a cryptocurrency investment scam in 2023 that he was introduced to by a person he met on a social media... (2 pages)View decision -
Decision Reference DRN-5545922
29 May 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5545922 The complaint Ms M’s complained that Legal and General Assurance Society Limited (L&G”) unfairly declined her claim after she was diagnosed with breast cancer. What happened Ms M tells us she’s bought a number of policies from L&G over the years. She bought the poli... (3 pages)View decision -
Decision Reference DRN-5445970
29 May 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5445970 The complaint M, a limited company complains about what Accelerant Insurance Europe SA/NV UK Branch did after it made a claim on its business protection insurance policy. What happened In May 2023 there was a theft of equipment from M’s business premises. It claimed on its p... (3 pages)View decision -
Decision Reference DRN-4987846
29 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4987846 The complaint Mr A complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund a payment he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I under... (3 pages)View decision -
Decision Reference DRN-5217344
29 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5217344 The complaint Mr H complains that HSBC UK bank Plc (trading as first direct bank) has not refunded money he lost to what he believes was a scam. What happened Mr H bid in an online auction to purchase two properties. I’ll call the auction company “the merchant”. Mr H’s bids... (3 pages)View decision -
Decision Reference DRN-5034911
29 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5034911 The complaint Mrs O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the money she lost when she sent a payment to an investment she now believes to have been a scam. The complaint has been brought via a representative. For ease, I’ll ... (2 pages)View decision -
Decision Reference DRN-5309055
29 May 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5309055 The complaint Mr D complains Marks & Spencer Financial Services Plc trading as M&S Bank (M&S Bank) irresponsibly lent to him. What happened Mr D applied for a credit card with M&S Bank on 28 April 2018. The account was opened on 16 May 2018 with an initial l... (6 pages)View decision
