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 123872 results
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Decision Reference DRN-5740682
7 Aug 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5740682 The complaint Mr M complains that an error with Zopa Bank Limited’s app meant that he missed a payment. Mr M is unhappy with the service he received when trying to resolve the issue. Mr M wants Zopa to amend his credit file and pay additional compensation. What happened Mr M... (5 pages)View decision -
Decision Reference DRN-5732518
7 Aug 2025 Zurich Insurance PLC UpheldInsuranceDRN-5732518 The complaint C complains about how Zurich Insurance PLC handled a claim it made on its landlord insurance policy. Reference to Zurich includes its agents. What happened C owned the lease to a property and as such benefitted from an insurance policy with Zurich. When the pro... (3 pages)View decision -
Decision Reference DRN-5739439
7 Aug 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5739439 The complaint Mr B complains that Barclays Bank UK PLC misled him about the amount of money he would have available when he ported his mortgage to a new property. What happened Mr B has a mortgage with Barclays. In 2024 he decided to move house and applied to port his existi... (5 pages)View decision -
Decision Reference DRN-5565918
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5565918 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has not refunded money he lost to a scam. What happened Mr M was talking with a friend, who invited him to the offices of an investment company, which I’ll call B. There, Mr M was i... (6 pages)View decision -
Decision Reference DRN-5735228
7 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5735228 The complaint Mr B (on behalf of his limited company, M) complains that Santander UK Plc did not refund all of the money M lost when Mr B fell victim to a scam. What happened Mr B was contacted by someone who was well known in his local community, about an investment opport... (4 pages)View decision -
Decision Reference DRN-5732453
7 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5732453 The complaint On 2 June 2021, Mrs S made a payment of £5,000 from her account with HSBC UK Bank Plc (‘HSBC’) in connection with an investment opportunity which she now considers to be a scam. She complains that HSBC won’t refund the money she lost to an authorised push payme... (13 pages)View decision -
Decision Reference DRN-5738502
7 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5738502 The complaint Miss S complained about U K Insurance Limited’s (“UKI”) handling of a claim, its decision to categorise her car as a total loss, and the settlement payment she received, under her motor insurance policy. What happened Miss S was involved in a car accident. She... (4 pages)View decision -
Decision Reference DRN-5565788
7 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5565788 The complaint Mr F is unhappy that a car supplied to him under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited (‘MBFS’) was of an unsatisfactory quality. What happened In February 2024, Mr F was supplied with a used car through a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5602378
7 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5602378 The complaint Mr H complains about how Admiral Insurance (Gibraltar) Limited handled a claim he made on his motor insurance policy. Reference to Admiral includes its agents. What happened Mr H held a motor insurance policy with Admiral. Following damage to his car, he made a... (3 pages)View decision -
Decision Reference DRN-5722737
7 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5722737 The complaint Mr S complained about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) poor handling of an escape of water claim, under his home buildings insurance policy. What happened Mr S noticed a problem with damp in his home in December 2023. He contacted Admiral to... (4 pages)View decision
