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-5120488
27 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5120488 The complaint and background Mr H complains HSBC UK Bank Plc trading as first direct (“First Direct”) won’t reimburse over £3,000 that he lost when he fell victim to an investment scam. Our investigator didn’t uphold the complaint. Based on the amounts paid, the frequency of... (2 pages)View decision -
Decision Reference DRN-5778333
27 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5778333 The complaint Mrs C is unhappy that a car supplied to her under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (VWFS) was of an unsatisfactory quality. When I refer to what Mrs C or VWFS have said or done, it shou... (5 pages)View decision -
Decision Reference DRN-5680430
27 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5680430 The complaint Mr M has complained that Wise Payments Limited won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-5421468
27 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5421468 The complaint Mr M has complained that Barclays Bank UK PLC won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my deci... (3 pages)View decision -
Decision Reference DRN-5738067
27 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5738067 The complaint Mr L complains about the amount of premium refunds U K Insurance Limited (‘UKI’) provided for his motor insurance policies in 2020, 2021, and 2022. What happened Mr L held motor insurance policies with UKI. At the time of his renewals, he held an open claim an... (2 pages)View decision -
Decision Reference DRN-5554788
27 Aug 2025 Hadron UK Insurance Company Limited Not upheldInsuranceDRN-5554788 The complaint D, a company, complains about a claim it made on its Hadron UK Insurance Company Limited (‘Hadron’) business protection policy. D’s policy records Folgate Insurance Company Limited as the insurer of this policy but as that entity has legally changed their name ... (3 pages)View decision -
Decision Reference DRN-5777388
27 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5777388 The complaint Miss J complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Miss J has tol... (5 pages)View decision -
Decision Reference DRN-5677110
27 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5677110 The complaint The estate of the late Mr P has complained about HSBC UK Bank Plc sending back an overpayment without the estate’s authority. Mr A, as executor, is representing the estate. What happened Both sides are most familiar with the case, and we must keep decisions ano... (3 pages)View decision -
Decision Reference DRN-5750600
27 Aug 2025 Santander UK Plc Not upheldMortgagesDRN-5750600 The complaint Ms W says Santander UK Plc treated her unfairly when the term of her interest only mortgage expired. The mortgage is in joint names with Ms W’s ex-partner (who I’ll refer to as Mr W). Mr W isn’t party to this complaint because there’s a dispute between Ms W and... (5 pages)View decision -
Decision Reference DRN-5415776
27 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5415776 The complaint Mrs K has complained that Revolut Ltd won’t refund money she has lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What ... (3 pages)View decision
