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 381196 results
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Decision Reference DRN-5197517
25 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5197517 The complaint Mr H is unhappy Starling Bank Limited (‘Starling’) won’t reimburse him the money he lost when he fell victim to an impersonation / safe account scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend on setting ... (5 pages)View decision -
Decision Reference DRN-5698558
25 Jul 2025 Society of Lloyd's UpheldInsuranceDRN-5698558 The complaint L, a company, represented by its director, in turn represented by a claims management company, “K”, has complained about Society of Lloyd’s (SOL). SOL provides the insurance for L’s property. When L made a fire claim, SOL said L was underinsured and paid only a... (4 pages)View decision -
Decision Reference DRN-5602736
25 Jul 2025 IWP Financial Planning Limited UpheldPensions and AnnuitiesDRN-5602736 The complaint Mrs M says IWP Financial Planning Limited trading as Alexander Grace (‘AG’) is responsible for the mismanagement of her portfolios since 2016, leading to their underperformance and a financial loss. What happened I've outlined what I think are the key eve... (11 pages)View decision -
Decision Reference DRN-5647503
25 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5647503 The complaint Mrs D complains that National Westminster Bank Plc won’t reimburse her for funds that she says she was scammed out of. Mrs D has appointed professional representatives for this complaint, but for ease of reading I’ll only refer to Mrs D in this decision. What... (2 pages)View decision -
Decision Reference DRN-5705664
25 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5705664 The complaint Ms A complains Nationwide Building Society (NBS) stopped issuing certificates of interest. She also complains about the service she has received from NBS. What happened Ms A complains NBS has stopped sending her certificates of interest for her savings accounts... (4 pages)View decision -
Decision Reference DRN-5583339
25 Jul 2025 Black Horse Limited UpheldConsumer CreditDRN-5583339 The complaint Mr C complains that Black Horse Limited, trading as Jaguar Financial Services (J,FS) increased the interest rate on a finance offer. He doesn’t feel this is fair. To put this right, he would like JFS to honour its original offer or to compensate him for the di... (2 pages)View decision -
Decision Reference DRN-5311894
25 Jul 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5311894 The complaint Mr G complains that a car supplied to him under a hire agreement with Ald Automotive Limited trading as Kia Contract Hire (KCH) was of unsatisfactory quality. What happened In December 2022 Mr G entered into a hire agreement with KCH to acquire a brand-new car... (3 pages)View decision -
Decision Reference DRN-5447607
25 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5447607 The complaint Mr L and Ms L complain Lloyds Bank General Insurance Limited (Lloyds) declined the claim they made under their home insurance policy. This complaint has been bought by both Mr L and Ms L, but as Ms L has been leading in this complaint, and for ease, I’ve referr... (3 pages)View decision -
Decision Reference DRN-5647776
25 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5647776 The complaint Mrs S complains that Revolut Ltd won’t refund money she lost when she fell victim to a scam. What happened In November 2023, Mrs S fell victim to an impersonation scam. She states she’d just paid for her citizenship application when she received a call from so... (3 pages)View decision -
Decision Reference DRN-5537796
25 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5537796 The complaint Mr S complains Monzo Bank Ltd unfairly closed his account and recorded a Cifas marker. What happened The details that led to Mr S bringing this complaint are not in dispute and were relayed by our investigator when they gave their view, so I won’t repeat them h... (2 pages)View decision
