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-5724271
31 Jul 2025 H V Financial Planning Ltd Not upheldInvestmentsDRN-5724271 The complaint Mr K complains that H V Financial Planning Ltd (‘HV’) provided poor advice in relation to his pension and investments. He says his investments have not achieved the targeted growth and believes he was placed in the wrong funds from the outset. He says his best ... (8 pages)View decision -
Decision Reference DRN-5723303
31 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5723303 The complaint Mr A and Mrs F’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) an... (12 pages)View decision -
Decision Reference DRN-5681628
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5681628 The complaint Miss M complains Barclays Bank UK PLC’s IT outage meant she overspent and went into an unarranged overdraft. What happened There was an IT outage at Barclays over the weekend of 31 January to 2 February 2025. Miss M received a payment of £900 on 31 January 20... (3 pages)View decision -
Decision Reference DRN-5545945
31 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5545945 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax (‘Halifax’), won’t refund the money he lost as a result of what he believes was an ‘Authorised Push Payment’ (‘APP’) property investment scam. Mr S brings his complaint with the assistance of a profe... (4 pages)View decision -
Decision Reference DRN-4975142
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4975142 The complaint Miss A is unhappy Wise Payments Limited (“Wise”) hasn’t reimbursed her after she fell victim to an employment scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail again here. However, ... (3 pages)View decision -
Decision Reference DRN-5726990
31 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5726990 The complaint Mrs B complains that U K Insurance Limited trading as Direct Line (‘UKI’) didn’t tell her that her policy cover could change in the future which meant her daughter wouldn’t be covered when she passed her driving test. What happened Mrs B took out a motor insur... (3 pages)View decision -
Decision Reference DRN-5689951
31 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5689951 The complaint Mr H complains Bank of Scotland plc (“Bank of Scotland”) didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. Mr H referred his complaint to us using a professional representative for ease I will refer to Mr H throughout. W... (5 pages)View decision -
Decision Reference DRN-5724231
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5724231 The complaint The estate of Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY closed an account without consent. Mr H1 is the representative of the estate. What happened Mr H passed away in 2012. In April 2015 NatWest contacted Mr H1 regarding closure of t... (3 pages)View decision -
Decision Reference DRN-5222113
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5222113 The complaint Mrs L complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to an investment scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Mrs L says that, in November 2023, she saw a social media... (3 pages)View decision -
Decision Reference DRN-5721316
31 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5721316 The complaint Mr M complains that Royal & Sun Alliance Insurance Limited (RSA) declined his landlord insurance claim. What happened Mr M held landlord insurance cover with RSA which covered his rental property. He made a claim as the property had been used for the culti... (4 pages)View decision
