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 121479 results
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Decision Reference DRN-5050495
20 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5050495 The complaint Mr and Mrs H complain that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost when they fell victim to a scam. What happened Mr H says that in November 2022 he was looking at a sports news website when he found an article about a company I’ll refer to ... (7 pages)View decision -
Decision Reference DRN-5346523
20 Mar 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5346523 The complaint Mr K complains that Red Sands Insurance Company (Europe) Limited (“Red Sands”) said he’d misrepresented his details when applying for his contents insurance, so it avoided his policy (cancelled back to the start) and wouldn’t pay his claim. Mr K found it diffic... (4 pages)View decision -
Decision Reference DRN-5119138
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5119138 The complaint Mrs and Mr C complain that National Westminster Bank Plc (“NatWest”) won’t refund £84,000 they lost to a scam. What happened Y In 2014 and 2017 Mrs and Mr C invested in a company - Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. They initially heard a... (7 pages)View decision -
Decision Reference DRN-5214391
20 Mar 2025 Charles Street Securities Europe LLP UpheldInvestmentsDRN-5214391 The complaint Mr A has complained about the suitability of the investment advice he was given by CSS Partners LLP (’CSS’), an appointed representative of Charles Street Securities Europe. Mr A is represented in bringing his complaint but for ease of reading I’ll refer to ‘M... (8 pages)View decision -
Decision Reference DRN-5407605
20 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5407605 The complaint Mrs M complains that Santander UK Plc won’t refund payments she made towards an investment scam. What happened On social media, Mrs M came across a fraudster posing as an investment broker that I’ll refer to as ‘N’. After speaking with N via WhatsApp and on the... (7 pages)View decision -
Decision Reference DRN-5177377
20 Mar 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5177377 The complaint Mr D complains that Novia Financial Plc (“Novia”) failed to carry out sufficient due diligence when it allowed him to transfer his existing pensions to a Self-Invested Personal Pension (“SIPP”) and invest in several non-standard investm... (16 pages)View decision -
Decision Reference DRN-5413865
20 Mar 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5413865 The complaint Mr W complains Volkswagen Financial Services (UK) Limited trading as Seat Financial (VWFS) unfairly terminated his car finance agreement. He also complains they didn’t support him during his time of financial difficulty What happened In May 2021, Mr W entered i... (5 pages)View decision -
Decision Reference DRN-5350986
20 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5350986 The complaint Miss A and Mr D complain about delays and other aspects of Liverpool Victoria Insurance Company Limited’s (‘LV’) handling of a claim they made on their car insurance policy. What happened Both parties will be familiar with the background to this complaint, so ... (5 pages)View decision -
Decision Reference DRN-5412056
20 Mar 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5412056 The complaint Miss M is unhappy that a car supplied to her under a hire purchase agreement with Marsh Finance Limited was of an unsatisfactory quality. What happened On 28 August 2023, Miss M was supplied with a used car through a hire purchase agreement with Marsh. She pai... (6 pages)View decision -
Decision Reference DRN-5021330
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5021330 The complaint Mrs G complains that Revolut Ltd won’t refund money she lost when she fell victim to a scam. What happened Mrs G fell victim to a fake job scam after she replied to an advert about a job opportunity on social media. She was contacted on a messaging app and tol... (7 pages)View decision
