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 128535 results
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Decision Reference DRN-5275033
22 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5275033 The complaint Mr P complains that Revolut Ltd (‘Revolut’) won’t refund the money that was lost to a scam. He also complains about the service received once the matter was reported. He is joined in this complaint by his partner (‘Miss T’). As I’ll set out, Miss T was involved... (10 pages)View decision -
Decision Reference DRN-5167325
22 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5167325 The complaint Mr L complains that HSBC UK Bank Plc trading as first direct won’t refund money he lost when he fell victim to a scam. Mr L is being represented by a claims management company in this complaint. What happened In January 2021, Mr L invested in a company – Buy2... (8 pages)View decision -
Decision Reference DRN-5278510
22 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5278510 The complaint Miss G complains that Marshmallow Insurance Limited unfairly cancelled her policy and repudiated her claim. She would like Marshmallow to remove the cancellation marker from her name and cover the costs of the claim which she needed to settle herself. What happ... (4 pages)View decision -
Decision Reference DRN-5152339
22 Jan 2025 Skipton Building Society UpheldMortgagesDRN-5152339 The complaint Ms B complains that Skipton Building Society unfairly uploaded a marker about her to the National Hunter database. What happened In October 2023 Ms B and her partner applied for a joint mortgage with Skipton. Skipton declined their application because it says ... (4 pages)View decision -
Decision Reference DRN-5124877
22 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5124877 The complaint Mr and Mrs S complain that Santander UK Plc won’t reimburse them after they lost money to an investment – that they now consider to have been a scam. What happened Mr and Mrs S have explained that they were introduced to an investment opportunity, provided by a... (7 pages)View decision -
Decision Reference DRN-5279978
22 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5279978 The complaint Mr C is unhappy with the quality of a car supplied to him under a conditional sale agreement with Moneybarn No.1 Limited (“Moneybarn”). What happened I sent Mr C and Moneybarn my provisional findings on this complaint on 9 January 2025. A copy of that decision ... (5 pages)View decision -
Decision Reference DRN-5265349
22 Jan 2025 Mortgage Advice Bureau Limited UpheldMortgagesDRN-5265349 The complaint Mr and Mrs B complain that Mortgage Seeker Limited – a mortgage broker and appointed representative of Mortgage Advice Bureau Limited (MAB) recommended a mortgage that was unsuitable for them. What happened In early 2023, Mortgage Seeker gave Mr and Mrs B mortg... (8 pages)View decision -
Decision Reference DRN-5209996
22 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5209996 The complaint Ms B is unhappy that the Bank of Scotland plc trading as Halifax didn’t update her Childrens’ accounts with a new address. What happened Ms B holds a sole account with Halifax, and she is also party to her two children’s accounts. When she moved house, Ms B g... (2 pages)View decision -
Decision Reference DRN-5136222
22 Jan 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5136222 The complaint Mr B has complained that Starling Bank Limited won’t refund the money he lost after falling victim to a scam. What happened In autumn 2023, Mr B’s brother received missed calls from a number spoofed to look like the genuine number of the Financial Services Comp... (3 pages)View decision -
Decision Reference DRN-5204385
22 Jan 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5204385 The complaint Mr and Mrs K complain that Watford Insurance Company Europe Limited (“Watford”) unfairly deducted all outstanding premiums from a settlement payment made under their motor insurance policy. References to Watford include its agents and contractors. Mrs K is the ... (4 pages)View decision