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-5644731
7 Aug 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5644731 The complaint The estate of Mr B complains Link Financial Outsourcing Limited have an outstanding debt which they don’t think is valid. Mr B is dealing with the estate, so for simplicity I’ll mainly refer to him in this decision. What happened An account in the name of the l... (3 pages)View decision -
Decision Reference DRN-5740392
7 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5740392 The complaint Mr K is unhappy Revolut Ltd won’t refund payments he made as part of a scam. What happened At the end of 2023 Mr K met someone on a dating app, who turned out to be a scammer. The conversation eventually turned to what they did for work, and Mr K was introduced... (8 pages)View decision -
Decision Reference DRN-5596256
7 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5596256 The complaint Ms K complains that when visiting a branch of Bank of Scotland plc trading as Halifax, she was asked to wait to see a member of staff, had her name called out in public which represents a data breach, and didn’t receive a call back from the branch manager as pr... (2 pages)View decision -
Decision Reference DRN-5740629
7 Aug 2025 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-5740629 The complaint Ms S’s complaint is, in essence, that Oplo PL Ltd 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against ... (15 pages)View decision -
Decision Reference DRN-5739266
7 Aug 2025 Sesame Limited UpheldPensions and AnnuitiesDRN-5739266 The complaint Mr C complains that he was unsuitably advised by Braemar Financial Planning Limited (BFPL) to transfer deferred benefits from his defined benefit (DB) pension to a Section 32 buy-out plan with Legal and General in 1995. BFPL is a member of Sesame Limited who ha... (5 pages)View decision -
Decision Reference DRN-5711158
7 Aug 2025 Wakam UpheldInsuranceDRN-5711158 The complaint Mr L, a sole trader, complains about the handling of his commercial motor insurance claim by Wakam. What happened Both parties are aware of the circumstances of this complaint, so the following is intentionally brief. Mr L is a taxi driver and held a commercial... (2 pages)View decision -
Decision Reference DRN-5665202
7 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5665202 The complaint Mr C has complained the way Admiral Insurance (Gibraltar) Limited dealt with a claim he made under his car insurance policy. What happened Mr C made a claim to Admiral for damage to his car. Mr C wanted Admiral to repair his car. Admiral appointed an approved r... (3 pages)View decision -
Decision Reference DRN-5650788
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5650788 The complaint Mr and Mrs R complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) 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 won’t go into detail. In summary, Mr and Mr... (8 pages)View decision -
Decision Reference DRN-5619372
7 Aug 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5619372 The complaint Mrs M complains Lowell Portfolio I Ltd trading as Lowell provided really poor customer service when dealing with fraudulent debts. Mr M has supported Mrs M in bringing this complaint, so I’ll also refer to him in this decision. What happened In April 2023 Mrs M... (4 pages)View decision -
Decision Reference DRN-5596569
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5596569 The complaint B, a limited company, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money they lost as the result of a scam. Mr R, a director of B, brings the complaint on B’s behalf. What happened The background to this complai... (7 pages)View decision
