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-5389165
23 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5389165 The complaint Ms J complains that TSB Bank Plc (TSB) didn’t do enough to protect her from the financial harm caused by a cryptocurrency investment scam. Ms J has been represented by a claims management company throughout her complaint. I have referred to them as Ms J’s repr... (4 pages)View decision -
Decision Reference DRN-5108793
23 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5108793 The complaint Mr B complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr B said he received a call from someone purporting to be a member of the Italian police, who we now know was a scammer. The scammer said Mr B’... (5 pages)View decision -
Decision Reference DRN-5305090
23 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5305090 The complaint Mrs A complains that a car supplied to her under a personal contract purchase (PCP) agreement with CA AUTO FINANCE UK LTD was of an unsatisfactory quality. What happened In April 2024, Mrs A was supplied with a used car through a PCP agreement with CA. The cash... (5 pages)View decision -
Decision Reference DRN-5401433
23 Jul 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-5401433 The complaint Mrs B complains that PayPal (Europe) S.Ã r.l et Cie, S.C.A. lent to her irresponsibly by approving a credit account for her and a credit limit increase on that account which she could not afford. What happened Mrs B had an account with PayPal and then in Nove... (5 pages)View decision -
Decision Reference DRN-5710795
23 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5710795 The complaint Mr S complains that Nationwide Building Society has declined his claim for a refund after he was over-charged for the hire of a car whilst on holiday. What happened In March and April 2023 Mr S took a holiday to Costa Rica. Through a booking agent, Economy Book... (5 pages)View decision -
Decision Reference DRN-5439619
23 Jul 2025 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5439619 The complaint Mr W is complaining about North Edinburgh and Castle Credit Union trading as Castle Community Bank (CCB). He’s unhappy about the way they treated him when he was in financial difficulties and the impact this has had on his credit file. What happened CCB lent Mr... (3 pages)View decision -
Decision Reference DRN-5710796
23 Jul 2025 British Gas Insurance Limited UpheldInsuranceDRN-5710796 The complaint Mr and Mrs M have complained about their property emergency care insurer British Gas Insurance Limited because it declined their claim for a broken pipe. They are also unhappy about how it handled matters prior to declining the claim. What happened Mr and Mrs ... (4 pages)View decision -
Decision Reference DRN-5463948
23 Jul 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5463948 The complaint Mr L complains about a car supplied to him using a hire purchase agreement taken out with Startline Motor Finance Limited (“Startline”). What happened In March 2024, Mr L acquired a used car using a hire purchase agreement with Startline. The car was around ni... (5 pages)View decision -
Decision Reference DRN-5429211
23 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5429211 The complaint Mr K complains National Westminster Bank Public Limited Company unfairly delayed the processing of transfers made from his account. What happened Mr K held a NatWest account. On 19 September 2024 Mr K sent £100 to another bank account in Pakistan. The account ... (3 pages)View decision -
Decision Reference DRN-5710643
23 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5710643 The complaint Mrs R has complained about her property insurer AXA Insurance UK Plc, she thinks it caused delays and acted poorly, when handling her subsidence claim, which all had an effect on her renewal premium. What happened Mrs R made a subsidence claim to AXA in Octobe... (8 pages)View decision
