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 392389 results
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Decision Reference DRN-5593377
5 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5593377 The complaint Mr C complains HSBC UK Bank Plc (“HSBC”) won’t refund the money he lost as a result of a scam. What happened Between July and September 2024, Mr C made three payments for the purpose of leasing a vehicle. Mr C was looking for a new vehicle and searched for ve... (6 pages)View decision -
Decision Reference DRN-5925474
5 Nov 2025 WPS ADVISORY Ltd UpheldPensions and AnnuitiesDRN-5925474 The complaint Mr Z has complained to WPS Advisory Ltd (WPS) about its retention of the advice fee it charged him for facilitating a transfer of his pension benefits. Mr Z considers that, given what he considers to be the errors involved in the transfer of his pension benefit... (9 pages)View decision -
Decision Reference DRN-5746648
5 Nov 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5746648 The complaint Mr B and Miss M have complained that Inter Partner Assistance (“IPA”) declined a claim made under their travel insurance policy. What happened The background to this complaint is well known to the parties so it serves no purpose for me to repeat it in detail he... (3 pages)View decision -
Decision Reference DRN-5929415
5 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5929415 The complaint K, a limited company, is complaining that Lloyds Bank PLC didn’t do enough to prevent it from making payments to a scam. The complaint is brought on K’s behalf by its director, Mr W. What happened Both parties are familiar with the circumstances of this complai... (3 pages)View decision -
Decision Reference DRN-5720217
5 Nov 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5720217 The complaint Mr S complains about the way in which Volvo Car UK Limited (Volvo) handled the delivery and pricing of a vehicle he acquired through a conditional sale agreement. What happened In February 2025, Mr S placed an order with Volvo to acquire a new car through a con... (3 pages)View decision -
Decision Reference DRN-5746784
5 Nov 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5746784 The complaint Mr W is unhappy with what Assurant General Insurance Limited told him he needed to provide to prove his claim and why it needed that particular information. From now on, I’ll refer to Assurant General Insurance Limited as AGI. What happened Mr W and AGI already... (3 pages)View decision -
Decision Reference DRN-5906828
5 Nov 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5906828 The complaint Mrs M had a share dealing account with Halifax Share Dealing Limited (“Halifax”). A corporate event took place on one of her holdings. Mrs M’s complaint is that she has not been paid the correct amount owing to her in relation to that event. Mrs M is also un... (6 pages)View decision -
Decision Reference DRN-5751163
5 Nov 2025 RRG Group Limited Not upheldConsumer CreditDRN-5751163 The complaint Mr W is unhappy with how RRG Group Limited brokered a car finance agreement. What happened Around November 2023 Mr W entered into a hire purchase agreement with a company I’ll refer to as ‘T’. The agreement was brokered by RRG. Mr W says he expected the agreem... (3 pages)View decision -
Decision Reference DRN-5758137
5 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5758137 The complaint Mr A complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by our... (3 pages)View decision -
Decision Reference DRN-5762318
5 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5762318 The complaint Mr H is unhappy Bank of Scotland plc (BoS) will not refund the money he lost as the result of a scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Mr H fell victim to a job/task scam. He was... (4 pages)View decision