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 380824 results
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Decision Reference DRN-5541363
9 Jul 2025 First Central Underwriting Limited UpheldInsuranceDRN-5541363 The complaint Mr R complains that First Central Underwriting Limited cancelled his motor insurance policy as if it hadn't existed, known as avoidance. What happened Mr R initially took out a First Central policy which covered him for parts of 2022 and 2023. In early May... (4 pages)View decision -
Decision Reference DRN-5607780
9 Jul 2025 Cynergy Bank Plc Not upheldMortgagesDRN-5607780 The complaint Mr N’s complaint is about a personal loan with Cynergy Bank Plc. He complained to Cynergy Bank that he was not aware that the loan had been arranged on an interest-only basis; rather he understood it was a ten-year repayment arrangement that should have been fu... (4 pages)View decision -
Decision Reference DRN-5490394
9 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5490394 The complaint Mr I complains that Santander UK Plc (‘Santander’) won’t refund the money he lost as the result of a scam. What happened Mr I saw an investment advertised online for a company I’ll refer to as P. The investment involved cryptocurrency. Mr I says he was promise... (3 pages)View decision -
Decision Reference DRN-5490501
9 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5490501 The complaint Mr I complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost as the result of a scam. What happened Mr I saw an investment advertised online for a company I’ll refer to as P. The investment involved cryptocurrency. Mr I says he was promised a r... (3 pages)View decision -
Decision Reference DRN-5640881
8 Jul 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5640881 The complaint Mr M complains that Sainsbury’s Bank Plc has not arranged an affordable repayment plan and continues to charge late fees. What happened Mr M says that, following a decision from the Financial Ombudsman Service that a loan was unaffordable, Sainsbury’s should h... (2 pages)View decision -
Decision Reference DRN-5670730
8 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5670730 The complaint Miss B is complaining that National Westminster Bank Public Bank Limited Company (NatWest) didn’t do enough to prevent her making payments to what she says was a scam. What happened I issued my provisional decision on this complaint on 13 June 2025. I wanted t... (5 pages)View decision -
Decision Reference DRN-5679916
8 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5679916 The complaint Ms B complains that Starling Bank Limited trading as Starling Bank (‘Starling’) registered a Cifas marker against them, without due cause. Whilst Starling have now removed the Cifas marker and offered to pay £200 in recognition of the distress and inconvenience... (6 pages)View decision -
Decision Reference DRN-5671117
8 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5671117 The complaint Miss B is complaining that Revolut Ltd didn’t do enough to prevent her making payments to what she says was a scam. What happened I issued my provisional decision on this complaint on 13 June 2025. I wanted to give both sides a chance to provide any further ev... (5 pages)View decision -
Decision Reference DRN-5665803
8 Jul 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5665803 The complaint Mr O complains that Novia Financial Plc (“Novia”) failed to conduct sufficient due diligence when it allowed him to establish a Self-Invested Personal Pension (“SIPP”) and invest in an unregulated collective investment scheme . Mr O is b... (19 pages)View decision -
Decision Reference DRN-5669227
8 Jul 2025 Uinsure Limited UpheldInsuranceDRN-5669227 The complaint Mr and Mrs J have complained about the service they received from Uinsure Limited (“Uinsure”) following discussions about their insurance premium. What happened In 2023, Mr and Mrs J’s policies became due for renewal. They contacted Uinsure as they wanted to di... (2 pages)View decision
