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 375868 results
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Decision Reference DRN-5692627
4 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5692627 The complaint Mr S complains on behalf of Mrs S about how U K Insurance Limited trading as Churchill (“Churchill”) handled a claim under her car insurance policy. For ease, I’ll refer to Mr S throughout as he’s been the primary point of contact. What happened Mr S had a moto... (3 pages)View decision -
Decision Reference DRN-5395127
4 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5395127 The complaint Mr F has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. Wh... (2 pages)View decision -
Decision Reference DRN-5698762
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5698762 The complaint Miss A complains that Santander UK Plc won’t reimburse a loss she suffered after she was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2021, Miss A came acro... (4 pages)View decision -
Decision Reference DRN-5796495
4 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5796495 The complaint Mr and Mrs D complain about Red Sands Insurance Company (Europe) Limited’s (‘Red Sands’) handling of a claim made on their home insurance policy. Except where otherwise stated, references to Red Sands include its agents. What happened Both parties will be fam... (18 pages)View decision -
Decision Reference DRN-5546612
4 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5546612 The complaint Miss M complains that a car supplied to her under a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (SMF) is of unsatisfactory quality. What happened In December 2023, Miss M entered into a hire purchase agreement with SMF to acquire a used car. T... (3 pages)View decision -
Decision Reference DRN-5786698
4 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5786698 The complaint Ms G complains that HSBC UK Bank Plc won’t refund money she lost when she was a victim of an investment scam. Ms G is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer... (12 pages)View decision -
Decision Reference DRN-5600068
4 Sep 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5600068 The complaint Mr W complains that Bank of Scotland plc trading as Halifax was irresponsible in its lending to him and hasn’t done enough to rectify this. He wants his loan written off, additional compensation and a reassessment of his repayment plan. What happened Mr W was p... (3 pages)View decision -
Decision Reference DRN-5451244
4 Sep 2025 Bank of Scotland Plc UpheldMortgagesDRN-5451244 The complaint Ms C complains that Bank of Scotland plc trading as Halifax (Halifax) gave her incorrect information in relation to the amount of overpayments on her mortgage account which were available to her as advances if she wanted to underpay in future. What happened On ... (5 pages)View decision -
Decision Reference DRN-5359563
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5359563 The complaint Miss R complains that Barclays Bank UK PLC won’t refund the money she lost when she was the victim of a scam. What happened In September 2024, Miss R was looking to buy flight tickets and was contacted by someone who said they worked for a well-known online tr... (3 pages)View decision -
Decision Reference DRN-5796473
4 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5796473 The complaint Mr A complains that Nationwide Building Society won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In mid-2020, Mr A says a friend of his told him about an opportunity to invest in a company which leased cars. He w... (4 pages)View decision
