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 366874 results
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Decision Reference DRN-5595835
3 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5595835 The complaint Mr R complains that a car supplied to him under a hire purchase agreement with Black Horse Limited is of unsatisfactory quality. Black Horse Limited have upheld the complaint and offered redress. Mr R is left unhappy at the redress offered by Black Horse Limite... (4 pages)View decision -
Decision Reference DRN-5475112
3 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5475112 The complaint Mr A complains that Nationwide Building Society didn't pay a £175 switch incentive to him when he switched his account to it. What happened At the end of December 2024, to take advantage of Nationwide’s switch incentive offer, Mr A applied to switch his ac... (2 pages)View decision -
Decision Reference DRN-5436350
3 Jun 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5436350 The complaint Mr P complains about Fortegra Europe Insurance Company Ltd (“FEI”) and their decision to decline the claim he made on his Guaranteed Asset Protection (“GAP”) insurance policy. What happened The claim and complaint circumstances are well known to both parties. S... (3 pages)View decision -
Decision Reference DRN-5542030
3 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5542030 The complaint Mr H complains that Zopa Bank Limited lent to him irresponsibly. What happened Mr H complains about the following loans he has with Zopa: Date Amount Loan term Repayment Loan 1 6 January 2020 £15,000 48 months £443.08 Loan 2 7 January 2021 £1,0000 36 months £37.67... (3 pages)View decision -
Decision Reference DRN-5110613
3 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5110613 The complaint Ms G is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms G fell victim to a cruel investment scam. After responding to an advert she saw on social media offering attractive returns that app... (5 pages)View decision -
Decision Reference DRN-5474758
3 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5474758 The complaint Mr Q complains about the service received from Barclays Bank UK PLC (“Barclays”) when attempting to make international payments online. In particular, Mr Q says Barclays have failed to resolve the technical issue he faces when making these payments and that he ... (4 pages)View decision -
Decision Reference DRN-4977342
3 Jun 2025 ClearBank Limited UpheldBanking and PaymentsDRN-4977342 The complaint A company which I’ll refer to as F, complains that ClearBank Limited (‘ClearBank’) won’t refund the money they lost after falling victim to a scam. Miss K, who is a director of F, brings the complaint on F’s behalf. What happened In 2024, Miss K received a ca... (4 pages)View decision -
Decision Reference DRN-5596586
3 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5596586 The complaint Mrs A is complaining about Revolut Ltd because it declined to refund money lost as a result of fraud. What happened Sadly, Mrs A fell victim to a cruel investment scam. She says she received a cold call in August 2023 offering her the chance to invest in foreig... (3 pages)View decision -
Decision Reference DRN-5597740
3 Jun 2025 esure Insurance Limited Not upheldInsuranceDRN-5597740 The complaint Mr B and Miss W complain that esure Insurance Limited unfairly avoided Mr B’s motor insurance policy and refused to pay his claim after his car was stolen. References to Mr B or Miss W will include the other. What happened Mr B took out a motor insurance poli... (5 pages)View decision -
Decision Reference DRN-5528883
3 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5528883 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money he says was lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Mr R made... (6 pages)View decision
