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 393318 results
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Decision Reference DRN-5919985
7 Nov 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5919985 The complaint Miss A has complained that MetLife Europe d.a.c. has declined a claim she made under her personal accident policy. What happened The background to this complaint is well known to the parties, so I won’t repeat it again in detail here. In summary Miss A took out... (2 pages)View decision -
Decision Reference DRN-5799635
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5799635 The complaint Mrs B complains that Barclays Bank UK PLC did not reimburse the funds she says she lost to a scam. Mrs B has a professional representative, but I will only refer to her throughout this decision for simplicity. What happened Mrs B’s son introduced her to an indi... (3 pages)View decision -
Decision Reference DRN-5706890
7 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5706890 The complaint Mr G complains that Santander UK Plc won’t refund the money he lost to an investment scam. Mr G is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both parties... (4 pages)View decision -
Decision Reference DRN-5933147
7 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5933147 The complaint Mr N complains about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) handled his claim for a refund. What happened The background to this complaint is well known by both parties, so I’ll only summarise it here. In July 2024, ... (3 pages)View decision -
Decision Reference DRN-5703987
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5703987 The complaint Mrs B complains that Barclays Bank UK PLC did not prevent scam payments from being received into their customer’s account. Mrs B has a professional representative, but I will only refer to her throughout this decision for simplicity. What happened Mrs B’s son i... (2 pages)View decision -
Decision Reference DRN-5713357
7 Nov 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5713357 The complaint Mr and Mrs S complain that Liverpool Victoria Insurance Company Limited (“LV”) declined a claim on their home contents insurance policy. Mr and Mrs S are joint policyholders but Mr S has dealt with the claim and the complaint so I’ll mostly refer to him. What h... (3 pages)View decision -
Decision Reference DRN-5621207
7 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5621207 The complaint Ms M complains that Starling Bank Limited won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In late 2024, Ms M was looking to get some building work done at her property. She was recommended an engineering comp... (3 pages)View decision -
Decision Reference DRN-5759615
7 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5759615 The complaint Mr J complains that Santander UK Plc won’t refund the money he lost as a result of a romance scam. Mr J is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both... (6 pages)View decision -
Decision Reference DRN-5898225
7 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5898225 The complaint Mr D complains that HSBC UK Bank Plc 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 D was told about an opportunity to invest with an investment company by a friend he had known for several year... (3 pages)View decision -
Decision Reference DRN-5802248
7 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5802248 The complaint Mr B complains Santander UK Plc keeps on blocking payments when he’s trying to transfer money abroad. What happened Mr B has an account with Santander with a debit card. He has family abroad and uses a third-party money transfer service to send them money. He s... (2 pages)View decision