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 124111 results
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Decision Reference DRN-5713722
28 Aug 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5713722 The complaint X, a limited company represented here by Mrs G – its director – complains that Metro Bank PLC did not reimburse the money X lost to a scam. What happened In December 2022 Mrs G’s spouse, Mrs A, was contacted by someone they both knew – a fellow property invest... (5 pages)View decision -
Decision Reference DRN-5781274
28 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5781274 The complaint Mr C is unhappy that American Express Services Europe Limited (“AmEx”) won’t upgrade his companion voucher and with the information presented by AmEx surrounding that. What happened Mr C held an AmEx credit card account on which he qualified for an airline comp... (4 pages)View decision -
Decision Reference DRN-5780526
28 Aug 2025 Zenauto Limited UpheldConsumer CreditDRN-5780526 The complaint Mrs B complains about the quality of a new car she acquired through a hire agreement with Zenauto Limited (‘Zenauto’). Mrs B says that the car wasn’t of satisfactory quality. Zenauto has now agreed that this is the case, and it has offered to pay compensation. ... (4 pages)View decision -
Decision Reference DRN-5415537
28 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5415537 The complaint Ms N complains that HSBC UK Bank Plc trading as HSBC UK did not reimburse the money she lost to a scam. What happened Ms N was interested in investing and in September 2022 she received an email from a self- help guru she’d had previous dealings with which set ... (5 pages)View decision -
Decision Reference DRN-5501419
28 Aug 2025 Close Brothers Limited UpheldConsumer CreditDRN-5501419 The complaint Mr D is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance was of an unsatisfactory quality. What happened In January 2024, Mr D was supplied with a used car through a condi... (3 pages)View decision -
Decision Reference DRN-5780920
28 Aug 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5780920 The complaint Mr S complains that Barclays Bank UK PLC lent to him irresponsibly when it let him borrow money on his mortgage current account reserve facility. What happened In 2006, Mr S took out a mortgage with Barclays. The mortgage had a mortgage current account reserve ... (4 pages)View decision -
Decision Reference DRN-5621688
28 Aug 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5621688 The complaint Mr D is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. What happened In June 2024, Mr D was supplied with a used car through a conditional sale agreement with Moneybarn. He pa... (4 pages)View decision -
Decision Reference DRN-5566851
28 Aug 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5566851 The complaint C, a business, has complained about its commercial contents insurer, Accelerant Insurance Europe SA/NV UK Branch which has declined C’s claim for items stolen and/or damaged in a fire. What happened C has a premises, surrounded by security fencing featuring lo... (3 pages)View decision -
Decision Reference DRN-5776632
28 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5776632 The complaint Mr R is unhappy with the service he received from AWP P&C S.A. when he claimed on his travel insurance policy. He’s also unhappy with the settlement of his claim. What happened Mr R became very unwell whilst on holiday abroad and required urgent medical tre... (6 pages)View decision -
Decision Reference DRN-5780729
28 Aug 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5780729 The complaint Mrs A and Mr D complain that Royal & Sun Alliance Insurance Plc (RSA) have failed to settle their claim, provided poor service when dealing with their claim for an escape of water. What happened Mrs A and Mr D held a buildings and contents insurance policy... (4 pages)View decision
