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-5316451
15 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5316451 The complaint Ms P is unhappy that Barclays Bank UK Plc won’t refund payments she made because of a cryptocurrency based, investment scam. What happened In 2021, Ms P was a victim of a cryptocurrency based, investment scam which involved many payments over around 2 weeks to... (3 pages)View decision -
Decision Reference DRN-5315921
15 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5315921 The complaint Ms P is unhappy that Wise Payments Limited won’t refund a payment she made because of an investment scam. What happened On 18 February 2021, Ms P made a payment from her Wise account to an international account held in her name. Money had been transferred from ... (3 pages)View decision -
Decision Reference DRN-5757398
15 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5757398 The complaint Mr S complains about the service he received from Creation Consumer Finance Ltd after experiencing problems with the installation of a new bathroom he purchased in part through a credit agreement. What happened In April 2024, Mr S bought a bathroom from a suppl... (3 pages)View decision -
Decision Reference DRN-5758323
15 Aug 2025 Willow Financial Planning Limited UpheldPensions and AnnuitiesDRN-5758323 The complaint Mr G has complained about the advice he was given by WFPL Financial Planning Limited (WFPL) to consolidate his personal pension policies to set up a flexi-access drawdown policy. He believes that this advice was incomplete and unsuitable for his circumstances,... (9 pages)View decision -
Decision Reference DRN-5166871
15 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5166871 The complaint Ms A complains that HSBC UK Bank Plc did not reimburse the £1,500 she says she lost to a scam. What happened Ms A says she met an individual on social media and began talking with him. Around a month later, he asked to borrow £1,500 and promised to repay her in... (3 pages)View decision -
Decision Reference DRN-5290983
15 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5290983 The complaint Mr P complains about the quality of a used car that was supplied to him through a personal contract purchase agreement with CA AUTO FINANCE UK LTD (CAF). Mr P also says the car was mis sold to him. What happened The circumstances surrounding this complaint and ... (8 pages)View decision -
Decision Reference DRN-5735830
15 Aug 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5735830 The complaint Mr H complains that Alwyn Insurance Company Limited unfairly declined a claim and cancelled his motor insurance policy. Mr H’s policy was sold and is administered by a third-party company on Alwyn’s behalf and his correspondence has been with this company. Howe... (3 pages)View decision -
Decision Reference DRN-5422294
15 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5422294 The complaint Mr G and Mrs M complain Nationwide Building Society unfairly closed their account, wrongly applied a applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against Mr G and withheld funds they were entitled to. What hap... (6 pages)View decision -
Decision Reference DRN-5668263
15 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5668263 The complaint Miss V complains American Express Services Europe Limited (“Amex”) has acted unfairly by not refunding a payment she made using her credit card. What happened In July 2024, Miss V booked a one-night hotel package, with a company I’ll refer to as L, for a stay ... (5 pages)View decision -
Decision Reference DRN-5705892
15 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5705892 The complaint Mr D is unhappy with what Ageas Insurance Limited did after he made a claim on his legal expenses insurance policy. What happened In April 2023 Mr D contacted Ageas seeking assistance with a negligence claim against legal professionals. Ageas asked for further ... (3 pages)View decision
