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 380824 results
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Decision Reference DRN-5243408
29 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5243408 The complaint Mrs K complains that The Royal Bank of Scotland Plc (‘RBS’) hasn’t refunded money she lost when she was the victim of a scam. What happened Mrs K was looking for a part-time job for some additional income to help support her family. She’d registered with a wel... (3 pages)View decision -
Decision Reference DRN-5586312
29 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5586312 The complaint Mr T complains that a car acquired under a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of thi... (2 pages)View decision -
Decision Reference DRN-5659085
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5659085 The complaint Mr I complains Barclays Bank UK PLC won’t reimburse money he lost when he fell victim to a scam. What happened Mr I paid £10,000 in May 2020 for what he was led to believe was a legitimate investment opportunity. Mr I sent funds to a genuine cryptocurrency exc... (2 pages)View decision -
Decision Reference DRN-5784706
29 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5784706 The complaint Miss E complains about a car supplied under a personal contract purchase (‘PCP’) agreement, provided by CA AUTO FINANCE UK LTD (‘CA’). What happened Around October 2024, Miss E acquired a used car under a PCP agreement with CA. The car is listed with a cash pr... (6 pages)View decision -
Decision Reference DRN-5544736
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5544736 The complaint Mr H complains Revolut Ltd won’t reimburse money he lost when he fell victim to a scam. What happened Mr H paid over £26,000.00 between April 2023 and October 2023 for what he was led to believe were fees to recover £5,000 he’d lost previously. Mr H sent funds... (2 pages)View decision -
Decision Reference DRN-5755884
29 Aug 2025 esure Insurance Limited UpheldInsuranceDRN-5755884 The complaint Ms D complains that esure Insurance Limited mishandled a claim on her motor insurance policy. What happened In about 2019, Ms D acquired a car that had first been registered in about 2010. For the year from mid-April 2022, Ms D had the car insured on a compre... (5 pages)View decision -
Decision Reference DRN-5754231
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5754231 The complaint Mr P complains about how Barclays Bank UK PLC dealt with a US Dollar Currency Deposit Account. What happened In September 2015 Mr P opened a US Dollar Currency Deposit Account with Barclays. The interest rate at the time he opened the account was 0.35%. In Apri... (3 pages)View decision -
Decision Reference DRN-5657103
29 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5657103 The complaint Ms L is unhappy with Santander UK Plc. Ms L thinks Santander’s transfer system is “unsafe.” She said the account details for the recipient aren’t shown at the verification stage just before the transfer completes. Ms L pointed this out to Santander branch staff... (3 pages)View decision -
Decision Reference DRN-5634901
29 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5634901 The complaint Mr and Mrs P complain (‘Nationwide’), haven’t reimbursed them following an Authorised Push Payment (‘APP’) property investment scam they fell victim to. They say Nationwide should reimburse them for the money they lost. Mr and Mrs P have brought the complaint ... (7 pages)View decision -
Decision Reference DRN-5493334
29 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5493334 The complaint Miss M complains that she shouldn’t still owe another payment on her previous finance agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”). What happened Miss M was approaching the end of her hire purchase agreeme... (3 pages)View decision
