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 392389 results
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Decision Reference DRN-5812570
20 Nov 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5812570 The complaint Mr C complains that BUPA Insurance Limited (‘Bupa’) didn’t renew his dental insurance policy and didn’t tell him about this. What happened Mr C held dental insurance cover with Bupa, and this renewed each year. Bupa then decided to withdraw the policy from the... (3 pages)View decision -
Decision Reference DRN-5892704
20 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5892704 The complaint Ms Y says Lendable Ltd irresponsibly lent to her. What happened Ms Y took out a 60-month instalment loan for £5,000 from Lendable on 2 February 2023. There was a loan fee of £370 and the monthly repayments were £169.17. Ms Y says Lendable should not have lent ... (3 pages)View decision -
Decision Reference DRN-5926310
20 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5926310 The complaint Mrs M complains about the quality of a vehicle she acquired through a hire purchase agreement financed by MotoNovo Finance Limited (MotoNovo). What happened In October 2021 Mrs M acquired a new car through a hire purchase agreement. The car was around 10 month... (4 pages)View decision -
Decision Reference DRN-5817010
20 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5817010 The complaint Mr N complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened Mr N has said he was sent an advert to his phone which was endorsed by a celebrity regarding cryptocurrency. Mr N has said he felt it was legitimate due to the celebri... (2 pages)View decision -
Decision Reference DRN-5965551
20 Nov 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5965551 The complaint Mrs N has complained about how Bank of Scotland plc has treated her in respect of her mortgage account. Although the mortgage is in joint names, Mrs N is estranged from the second borrower, and they have played no part in this complaint. Any reference to Mrs N ... (5 pages)View decision -
Decision Reference DRN-5946189
20 Nov 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5946189 The complaint Mr R is unhappy with the actions of THE CO-OPERATIVE BANK P.L.C (‘The Co-op’) after he made payments to a clinic for treatments which he subsequently doesn’t think is operating legitimately. He believes The Co-op misadvised him about which payments he could rai... (9 pages)View decision -
Decision Reference DRN-5853524
20 Nov 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5853524 The complaint Mr B and Mr R complain that Lloyds Bank General Insurance Limited (“Lloyds”) declined a claim they made on their home insurance policy following an escape of water at their home. Mr B and Mr R are joint policyholders but for ease I’ll refer to Mr B since he ha... (3 pages)View decision -
Decision Reference DRN-5352561
20 Nov 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5352561 The complaint Mr and Mrs S complain that Lloyds Bank PLC did not reimburse the money Mr S lost to a scam. What happened An old friend of Mr S introduced him to an individual I will call Mr M, who he believed was a director of an investment company (‘V’). Mr S’s friend had i... (5 pages)View decision -
Decision Reference DRN-5930942
20 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5930942 The complaint Mr M complains National Westminster Bank Public Limited Company (“NatWest”) hasn’t refunded funds he says he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here.... (3 pages)View decision -
Decision Reference DRN-5895522
20 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5895522 The complaint A company, which I’ll refer to as I, complains that Starling Bank Limited (‘Starling’) won’t reimburse the funds it lost when it fell victim to a scam. Mr L, who is a director of I, brings the complaint on I’s behalf. What happened Mr L says that in April 2024 ... (6 pages)View decision