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 381082 results
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Decision Reference DRN-5447197
3 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5447197 The complaint Miss B is unhappy National Westminster Bank Plc will not refund the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Miss B fell victim to a job/task sca... (3 pages)View decision -
Decision Reference DRN-5764133
3 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5764133 The complaint Mr F complains that Inter Partner Assistance SA (IPA) declined his claim against his travel insurance policy. Reference to IPA includes its agents. What happened Mr F had an annual travel insurance policy underwritten by IPA. He planned a trip with a departure... (3 pages)View decision -
Decision Reference DRN-5790761
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5790761 The complaint Mr M has complained that Barclays Bank UK PLC (“Barclays”) changed the terms of a Tech Pack but didn’t clearly explain the changes being made to him. This resulted in his device not being covered by the Tech Pack cover. What happened Mr M made a claim for damag... (2 pages)View decision -
Decision Reference DRN-5736006
3 Sep 2025 Wirex Limited UpheldBanking and PaymentsDRN-5736006 The complaint Mrs B has complained that Wirex Limited won’t refund the money she lost after falling victim to a scam. What happened In August 2023, Mrs B was cold called by scammers posing as cryptocurrency recovery agents. They said Mrs B’s crypto account had been inactive ... (4 pages)View decision -
Decision Reference DRN-5795036
3 Sep 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5795036 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (17 pages)View decision -
Decision Reference DRN-5695814
3 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5695814 The complaint Mrs F complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved her credit card application. What happened Mrs F applied for a Virgin Money credit card in June 2024. In her application, Mrs F said she was retired with an an... (3 pages)View decision -
Decision Reference DRN-5737845
3 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5737845 The complaint Mr H is unhappy the service that he received from Creation Consumer Finance Ltd. What happened Mr H ordered an item from a merchant and arranged for it to be paid in an instalment plan to be administered by Creation. A credit agreement was set in place between ... (3 pages)View decision -
Decision Reference DRN-5535538
3 Sep 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5535538 The complaint Miss A complains that Admiral Financial Services Limited trading as Admiral Money (“Admiral”) irresponsibly provided her with a loan and didn’t conduct sufficient affordability checks whilst she was struggling financially. What happened Admiral provided Miss A... (4 pages)View decision -
Decision Reference DRN-5766851
3 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5766851 The complaint Mr K complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY dealt with his request to transfer a joint mortgage into his sole name. What happened Mr K and his partner took out a joint mortgage with NatWest in 2023. They also took out a help to buy... (3 pages)View decision -
Decision Reference DRN-5775845
3 Sep 2025 Post Office Management Services Limited Not upheldInsuranceDRN-5775845 The complaint Mr and Mrs S complain about how Post Office Management Services Limited (POMSL) handled a call in relation to their travel insurance policy. Reference to POMSL includes its agents. Mrs S has led the correspondence in relation to this matter so, for ease of refe... (3 pages)View decision
