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-5246709
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5246709 The complaint Mr F, initially via a representative, has complained that Bank of Scotland plc trading as Halifax (“Halifax”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I wil... (3 pages)View decision -
Decision Reference DRN-5375794
30 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5375794 The complaint Mr C, through his representative, complained that Moneybarn No. 1 Limited trading as Moneybarn lent to him by agreeing to extend finance to purchase a car in April 2019 when he could not afford it. What happened Mr C applied to Moneybarn for car finance in late... (4 pages)View decision -
Decision Reference DRN-5723929
30 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5723929 The complaint Mr T complains that Santander UK Plc hasn’t helped him to recover the funds he lost to a scam. What happened Mr T says he paid £599.99 via debit card for a lifetime cyber security package with a company I’ll refer to as ‘K’. But he later discovered that K doesn... (2 pages)View decision -
Decision Reference DRN-5213540
30 Jul 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5213540 The complaint Mrs E complains about the way The Prudential Assurance Company Limited (‘Prudential’) handled her request to switch her Income and Growth Bond’s funds. Mrs E is supported by her husband in bringing this complaint. For simplicity, I will refer to all actions as ... (3 pages)View decision -
Decision Reference DRN-5723968
30 Jul 2025 Tesco Mobile Limited UpheldConsumer CreditDRN-5723968 The complaint Mrs M complains Tesco Mobile Limited have treated her unfairly when she ended a fixed sum loan agreement early. What happened Mrs M has been a longstanding customer of Tesco Mobile and had an existing account with them which included agreements for herself, her... (8 pages)View decision -
Decision Reference DRN-5724005
30 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5724005 The complaint Mrs L and Mr L complain that The Royal Bank of Scotland plc (‘RBOS’) won’t refund the money they lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I’ll provide a brief summary. Mrs L and Mr L were introduced to ... (6 pages)View decision -
Decision Reference DRN-5723988
30 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5723988 The complaint Mrs L and Mr L complain that The Royal Bank of Scotland plc (‘RBOS’) won’t refund the money they lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I’ll provide a brief summary. Mrs L and Mr L were introduced to ... (5 pages)View decision -
Decision Reference DRN-5722132
30 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5722132 The complaint Miss B complains about the way Bank of Scotland plc trading as Halifax (‘Halifax’) handled her refund request. What happened The parties are familiar with the background of this complaint so I will just summarise it here. On 8 July 2024, Miss B asked Halifax f... (3 pages)View decision -
Decision Reference DRN-5658060
30 Jul 2025 Society of Lloyd's Not upheldInsuranceDRN-5658060 The complaint Mr W complains about the way Society of Lloyd’s has handled a claim for subsidence. Mr W has been represented at times during the claim and complaint. At some points I’ve referred to the representative, but mostly I’ve attributed all actions and comments as bei... (4 pages)View decision -
Decision Reference DRN-5723962
30 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5723962 The complaint Mr M complains about the way Accredited Insurance (Europe) Ltd settled a claim he made under his buildings insurance policy having made a claim following an escape of water. What happened There was an escape of water from a pipe in the loft of Mr M’s property ... (3 pages)View decision
