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 381195 results
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Decision Reference DRN-5818005
18 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5818005 The complaint Mr M complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) irresponsibly lent to him. What happened In October 2024 Mr M was provided with a credit card. It had a credit limit of £3,300 and had a promotional 0% rate on balance transfers for 20... (3 pages)View decision -
Decision Reference DRN-5518090
18 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5518090 The complaint Mr and Mrs C complain Barclays Bank UK Plc (“Barclays”) won’t refund the money they say they lost to an investment scam. What happened Mr and Mrs C made four payments totalling £95,000 between July 2018 and April 2020 towards a property development investment ... (3 pages)View decision -
Decision Reference DRN-5797226
18 Sep 2025 Society of Lloyd's Not upheldInsuranceDRN-5797226 The complaint Mr and Mrs R have complained about their building warranty insurer Society of Lloyd’s (SOL) as it said eight out of the ten issues they had claimed for were not defects – so it was not liable for rectifying them under the warranty (one of those eight items has ... (11 pages)View decision -
Decision Reference DRN-5823202
18 Sep 2025 Ageas Insurance Limited UpheldInsuranceDRN-5823202 The complaint Mr M complains that Ageas Insurance Limited declined his motor insurance claim. What happened Mr M’s caravan was insured by Ageas under a motor insurance policy. In 2024 he made a claim for theft of his caravan against the policy. Ageas declined the claim. It s... (3 pages)View decision -
Decision Reference DRN-5826865
18 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5826865 The complaint Miss B is complaining about Revolut Ltd because it declined to refund money she paid to a blackmailer. What happened After one of her social media accounts was compromised and she lost access, Miss B spoke to someone who claimed they could restore it. They then... (6 pages)View decision -
Decision Reference DRN-5796440
18 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5796440 The complaint Mr C complains about a car supplied under a hire purchase agreement, provided by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (‘BMWFS’). What happened Around August 2024 Mr C acquired a used car under a hire purchase agreement with ... (4 pages)View decision -
Decision Reference DRN-5792793
18 Sep 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5792793 The complaint Mr E complains about the service he received from Wise Payments Limited (“Wise”) when he tried to transfer money. What happened Mr E says that on 20 January 2025 he transferred US$50,000 from his personal account with Wise at an agreed exchange rate to receive ... (3 pages)View decision -
Decision Reference DRN-5197555
18 Sep 2025 Santander UK Plc Not upheldConsumer CreditDRN-5197555 The complaint Miss F complains Santander UK Plc is holding her liable for a loan which she says was taken out in her name without her knowledge or consent. What happened Miss F received a call from someone I’ll refer to as “the scammer” who claimed to work for Company C. Th... (2 pages)View decision -
Decision Reference DRN-4560718
18 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4560718 The complaint Mr M complains, through his representative Mr N, about a reviewable whole of life policy he holds with Zurich Assurance Ltd. He thinks he was mis-sold the policy and is unhappy that the premiums have increased significantly over time What happened Mr M was advi... (3 pages)View decision -
Decision Reference DRN-5477345
18 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5477345 The complaint Mr P is unhappy that HSBC UK Bank Plc, trading as First Direct, decided not to refund him after he was the victim of a scam. Mr P is using a professional representative to bring his claim. I’ll refer to them as W. What happened The background facts were set o... (6 pages)View decision
