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-5589240
29 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5589240 The complaint Ms A and Mr P complain about Aviva Insurance Limited (“Aviva”) for the way it handled their claim for a replacement stone from a ring. They want Aviva to pay for the increased costs of an alternative stone. What happened Ms A and Mr P insured their home and con... (3 pages)View decision -
Decision Reference DRN-5723906
29 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5723906 The complaint Mr B has complained about Starling Bank Limited registering a fraud marker against him. What happened In December 2023, Mr B received a series of credits into his Starling account. He quickly forwarded these on to an external account of his, and withdrew the re... (5 pages)View decision -
Decision Reference DRN-5622760
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5622760 The complaint Mr F is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Mr F says he lost money to a sophisticated investment fraud. In his complaint form, his representative ha... (2 pages)View decision -
Decision Reference DRN-5622746
29 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5622746 The complaint Mr F is being represented by solicitors. He’s complaining about Barclays Bank UK PLC because it declined to refund money he lost as a result of fraud. What happened Mr F says he lost money to a sophisticated investment fraud. In his complaint form, his represen... (2 pages)View decision -
Decision Reference DRN-5296869
29 Jul 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5296869 The complaint Mrs S complains that the car she acquired through Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”) wasn’t of satisfactory quality. She says although she’s rejected the car, she’s unhappy with how much MBFS has refunded to he... (4 pages)View decision -
Decision Reference DRN-5684962
29 Jul 2025 Creation Consumer Finance Ltd Not upheldBanking and PaymentsDRN-5684962 The complaint Mrs P complains that payment she made to Creation Consumer Finance Ltd in error haven’t been returned to her. What happened In November 2024 and December 2024 Mrs P made 9 payments to MK One Mastercard (administered by Creation) in error, believing that she was... (2 pages)View decision -
Decision Reference DRN-5679673
29 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5679673 The complaint Mr T complains about the advice he was given by National Westminster Bank PLC (NWB) when he contacted them regarding his credit card accounts. What happened Mr T held three credit card accounts with NWB. In March 2025 Mr T contacted NWB to request a credit limi... (2 pages)View decision -
Decision Reference DRN-5667984
29 Jul 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5667984 The complaint Mrs F is unhappy that Liverpool Victoria Insurance Company Limited (“LV”) hasn’t settled her alternative accommodation claim following an escape of water at her home. Mrs F’s representative dealt with the claim and complaint on her behalf. For ease of reading, ... (4 pages)View decision -
Decision Reference DRN-5237056
29 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5237056 The complaint C is a company. It complains through its representatives that HSBC UK Bank Plc is responsible for the losses it suffered when it was unable to use its next generation virtual accounts management (VAM) tool. What happened HSBC provides C with VAM services which ... (2 pages)View decision -
Decision Reference DRN-5713742
29 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5713742 The complaint Ms T complains about how Barclays Bank UK PLC handled a dispute she raised to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum f... (3 pages)View decision
