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 367300 results
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Decision Reference DRN-5578644
27 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5578644 The complaint Mr and Mrs J complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY wouldn’t lend them extra money on their mortgage, because it said they had bad debts. Mr and Mrs J said there was nothing whatsoever on their credit files to support that. What happened... (4 pages)View decision -
Decision Reference DRN-5186017
27 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5186017 The complaint Mr M complains that HSBC UK Bank Plc wouldn’t reimburse him money he lost from what he believes to be fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr M sought the services of a... (4 pages)View decision -
Decision Reference DRN-5092384
27 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5092384 The complaint Miss W is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss W fell victim to a cruel investment scam. After responding to an online advert that appea... (6 pages)View decision -
Decision Reference DRN-5585219
27 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5585219 The complaint Mrs P’s representative complains on her behalf that U K Insurance Limited (UKI) have made an unfair offer to finalise her claim on her home insurance policy. References to Mrs P, or her representative, will include the other. UKI are the underwriters of this po... (4 pages)View decision -
Decision Reference DRN-5573849
27 May 2025 First Complete Limited UpheldMortgagesDRN-5573849 The complaint Mr and Mrs S complain about what happened when they approached a broker working under the umbrella of First Complete Limited trading as PRIMIS Mortgage Network (“PRIMIS”) to help them secure additional mortgage borrowing. What happened Mr and Mrs S were very un... (7 pages)View decision -
Decision Reference DRN-5501041
27 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5501041 The complaint Ms S complains about the way Aviva Insurance Limited (Aviva) handled the claim she made under her home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In November 2023 Ms S re... (6 pages)View decision -
Decision Reference DRN-5581391
27 May 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5581391 The complaint Mr P complained about Liverpool Victoria Insurance Company Limited. He isn’t happy about the way it recorded an incident after he reported a theft from his car under his motor insurance policy. What happened Unfortunately, Mr P’s car was broken into, and his go... (2 pages)View decision -
Decision Reference DRN-5519273
27 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5519273 The complaint Mrs K is unhappy Monzo Bank Ltd will not refund £4,876 she lost as the result of an authorised push payment (APP) scam. Mrs K brought her complaint to this service through a representative. For ease of reading, I will refer solely to Mrs K in this decision. Wha... (5 pages)View decision -
Decision Reference DRN-5519703
27 May 2025 MBNA Limited UpheldConsumer CreditDRN-5519703 The complaint Miss D has complained about how MBNA Limited handled her loan application, and the delay in receiving the funds. What happened On 12 August 2024, Miss D applied for a loan with MBNA. However, she was later told she’d need to reapply. Ultimately, she received th... (2 pages)View decision -
Decision Reference DRN-5336193
27 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5336193 The complaint Mrs O complains that Revolut Ltd (‘Revolut’) won’t refund the money she says was lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t set them out in full here. In summary, in late October 2024, Mr... (5 pages)View decision
