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-5593028
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5593028 The complaint Miss M complains that Bank of Scotland plc won’t refund payments she made as a result of a scam. What happened Miss M was the victim of a job scam involving the following payments from her Bank of Scotland account: Ref Date Description Amount 1 25 August 2023 P... (3 pages)View decision -
Decision Reference DRN-5627118
19 Jun 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5627118 The complaint Ms X’s complaint is about a joint mortgage endowment policy she held with Aviva Life & Pensions UK Limited. She is unhappy that Aviva allowed her ex-husband to ‘fraudulently’ claim the entire maturity value in 2019, due to what she considers is Aviva’s lack... (4 pages)View decision -
Decision Reference DRN-5634805
19 Jun 2025 Travelers Insurance Company Limited UpheldInsuranceDRN-5634805 The complaint Mr J complains that Travelers Insurance Company Limited (‘Travelers’) declined a claim he made on his Narrowboats and Inland Craft insurance policy in addition to retaining his premium. What happened In March 2024 Mr J contacted Travelers to make a claim after... (3 pages)View decision -
Decision Reference DRN-5403581
19 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5403581 The complaint Mr L complains HSBC UK Bank Plc didn’t do enough to help get a refund for a purchase made on his debit card. What happened In September 2024, Mr L booked a holiday, paying with his HSBC debit card. While on the holiday in November 2024, Mr L found the hotel to... (3 pages)View decision -
Decision Reference DRN-5634661
19 Jun 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5634661 The complaint Mrs J is unhappy with Frasers Group Financial Services Limited, trading as Studio (Frasers) because she says they did not correctly adjust the balance on her running credit account when a refund was applied to the account. Mrs J is represented in this matter b... (5 pages)View decision -
Decision Reference DRN-5415539
19 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5415539 The complaint Mr D complains that National Westminster Bank Public Limited Company (NatWest) failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) investment scam. What happened The details of this complaint are well known to both p... (2 pages)View decision -
Decision Reference DRN-5415624
19 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5415624 The complaint Mr D says Moneybarn No. 1 Limited, (‘Moneybarn’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a conditional sale agreement to purchase a car. He says that, at the time of sale, he had... (4 pages)View decision -
Decision Reference DRN-5616795
19 Jun 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5616795 The complaint Mr B has complained Highway Insurance Company Limited unfairly declined a storm damage claim under a buildings insurance policy. What happened The details of this complaint are known to the parties, so I won’t repeat them here. Instead, I will focus on the reas... (2 pages)View decision -
Decision Reference DRN-5570455
19 Jun 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5570455 The complaint Mr O complains about advice he was given by First Central Underwriting Limited (‘First Central’) when he made a claim on his car insurance policy. What happened In July 2024, Mr O contacted First Central to make a claim on his car insurance policy after his ca... (3 pages)View decision -
Decision Reference DRN-5293431
19 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5293431 The complaint Mr K complains that HSBC UK Bank Plc (HSBC) won’t reimburse him for payments he made to a scam. Mr K’s complaint is brought by a professional representative but for ease I will refer only to Mr K in this decision. What happened The detailed background to this c... (4 pages)View decision
