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-5506153
30 Oct 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5506153 The complaint Mr J has complained that Kroo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened Mr J came across an advert online about an investment opportunity. He registered his interest and paid an initial deposit by card of £198.19 fro... (4 pages)View decision -
Decision Reference DRN-5679740
30 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5679740 The complaint Mr T is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t reimburse him after he fell victim to a scam. What happened In 2021 Mr T came across an investment opportunity on social media. This was with a company I will call X. Mr T sa... (5 pages)View decision -
Decision Reference DRN-5830359
30 Oct 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5830359 The complaint Mr M and Ms T have complained that a rate switch they applied for on their mortgage with HSBC UK Bank Plc in November 2024 wasn’t fully completed, and by the time they realised that rate had been withdrawn so they had to take a higher interest rate product inst... (4 pages)View decision -
Decision Reference DRN-5914714
30 Oct 2025 Society of Lloyd's UpheldInsuranceDRN-5914714 The complaint Mr H has complained that Society of Lloyd’s (SOL) has refused his claim for storage charges under his commercial vehicle insurance policy. And about its consideration of his claim for loss of income. Any reference to SOL includes the underwriter of Mr H’s poli... (10 pages)View decision -
Decision Reference DRN-5776356
30 Oct 2025 Attivo Financial Services Limited UpheldInvestmentsDRN-5776356 The complaint Mr W has made multiple complaint points about the service he received from Attivo Financial Services Limited. I am upholding the complaint in part. That means I have decided that the business needs to do something different to resolve one of the complaint point... (7 pages)View decision -
Decision Reference DRN-5904109
30 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5904109 The complaint Mr and Mrs O complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t reimburse payments they made to what they now believe to be a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat eve... (4 pages)View decision -
Decision Reference DRN-5898064
30 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5898064 The complaint Miss W complains she was misled about a finance agreement she entered into with Black Horse Limited (‘Black Horse’). She says she wasn’t told about the total amount she would repay and she was told she couldn’t exit the agreement within the cooling off period. ... (5 pages)View decision -
Decision Reference DRN-5916468
30 Oct 2025 The On-Line Partnership Limited UpheldPensions and AnnuitiesDRN-5916468 The complaint Mr S has complained to the On-Line Partnership Limited (‘On-Line’) about the advice he received to transfer his former employer’s defined benefit (‘DB’) pension scheme to a Self-Invested Personal Pension (‘SIPP’). Mr S is being represented in this complaint by... (7 pages)View decision -
Decision Reference DRN-5710437
30 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5710437 The complaint V, a company, complains about a claim it made on its Aviva Insurance Limited (‘Aviva’) film and media insurance policy, which Aviva declined to cover. V says Aviva treated it unfairly. V’s complaint is brought by Mr H, but I shall refer to all submissions as be... (2 pages)View decision -
Decision Reference DRN-5916660
30 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5916660 The complaint Miss I is being represented by a claims manager. She’s complaining about Santander UK Plc because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss I fell victim to a cruel job scam. After someone claiming to be a recruiter co... (7 pages)View decision