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-5601527
6 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5601527 The complaint Mr B complains that Wise Payments Limited (“Wise”) won’t refund a payment of £2,000 made to the wrong person/account resulting in the closure of his US bank account. What happened On 20 January 2025 at 15.29 Mr B manually sent a transfer for £2,000 from his Wi... (3 pages)View decision -
Decision Reference DRN-5737961
6 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5737961 The complaint Mr G complains that National Westminster Bank Public Limited Company (‘NatWest’) closed his account. He also complains that NatWest reversed a credit he received after disputing a payment, which left his account in an overdrawn balance. To put things right, Mr... (2 pages)View decision -
Decision Reference DRN-5351500
6 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5351500 The complaint Mrs B is unhappy that Lloyds Bank PLC (“Lloyds”) wont refund the money she lost to an investment scam. What happened I’m not going to cover all the points raised in detail. The view of 12 December 2024 covered the detailed timeline of the transactions and the d... (4 pages)View decision -
Decision Reference DRN-5737891
6 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5737891 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr M was approved for a Virgin Money credit card in October 2016, with a £4,000 credit limit. Mr M says that this was irresponsibly lent to him, and he made... (3 pages)View decision -
Decision Reference DRN-5519481
6 Aug 2025 Covea Insurance plc UpheldInsuranceDRN-5519481 The complaint Mr and Mrs F complain about the settlement of their buildings insurance claim (alternative accommodation/costs) by Covea Insurance Plc. Some of Mr and Mrs F’s dissatisfaction relates the actions of Covea’s agents. As Covea have accepted responsibility for the a... (4 pages)View decision -
Decision Reference DRN-5651576
6 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5651576 The complaint Mr S complains about Ageas Insurance Limited (“AIL”) and the cash in lieu (“CIL”) settlement offer put forward to him after AIL were directed by our service to consider his fire claim. Mr S also complains about the service provided to him during that time. Mr S... (4 pages)View decision -
Decision Reference DRN-5710083
6 Aug 2025 Dignity Funerals Limited UpheldFuneral Planning ServicesDRN-5710083 The complaint Mrs H has complained that Dignity Funerals Limited have acted unfairly, because they didn’t include the extras she’d paid for when they offered to match the pre-paid funeral plan she’d bought from a previous provider. What happened In late 2019, Mrs H bought a ... (4 pages)View decision -
Decision Reference DRN-4730555
6 Aug 2025 Charles Street Securities Europe LLP Not upheldInvestmentsDRN-4730555 The complaint Mr H complains, through his representative, that he was given unsuitable advice to invest in unlisted shares by Charles Street Securities Inc or its appointed representative CSS Partners LLP. What happened Charles Street Securities Europe LLP is now responsible... (5 pages)View decision -
Decision Reference DRN-5290753
6 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5290753 The complaint Mr W complains about a car supplied to him using a hire purchase agreement taken out with BMW Financial Services (GB) Limited trading as BMW Financial Services (“BMWFS”). What happened In July 2023, Mr W acquired a used car using a hire purchase agreement with... (4 pages)View decision -
Decision Reference DRN-5592498
6 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5592498 The complaint Mr W complains Santander UK plc (Santander) unfairly declined his section 75 claim for timeshare-exit services that he paid for but never received. What happened Mr W jointly owned a timeshare through a holiday club (which I’ll call “HC”) that he wanted to exit... (4 pages)View decision
