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
-
Decision Reference DRN-5583099
17 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5583099 The complaint Ms S complains that TSB Bank plc (TSB) didn’t do enough to protect her when she fell victim to an investment scam. Ms S is seeking a refund of the money she lost and is represented in this complaint. As it’s Ms S’s complaint I’ll refer to her. What happened Th... (5 pages)View decision -
Decision Reference DRN-5363049
17 Jun 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5363049 The complaint Mr S is unhappy that Phoenix Life Limited (Phoenix) will not let him take his pension benefits as a lump sum. He would Phoenix to allow him to do this. What happened I have reviewed all the evidence provided by both parties. I have not reproduced all of this in... (4 pages)View decision -
Decision Reference DRN-5630885
17 Jun 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5630885 The complaint Mr M complains about the quality of a used car he acquired through a conditional sale agreement (CSA), financed by Santander Consumer (UK) Plc. What happened In May 2023, Mr M acquired a used car. The cash price of the car was £32,199. An advance payment of £4,... (4 pages)View decision -
Decision Reference DRN-5402566
17 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5402566 The complaint Mr and Mrs M are unhappy with the way Admiral Insurance (Gibraltar) Limited have dealt with a claim on a car insurance policy. What happened An attempted theft of Mr and Mrs M’s car caused damage to it, so they made a claim to Admiral for its repair. The repai... (3 pages)View decision -
Decision Reference DRN-5253754
17 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5253754 The complaint Mr A complains that HSBC UK Bank Plc decided not to refund him the money he lost through a scam. Mr A has brought his complaint to us via a representative but I will refer to him throughout for simplicity. What happened In December 2023, Mr A enquired about a... (3 pages)View decision -
Decision Reference DRN-5601170
17 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5601170 The complaint Miss A is complaining that Revolut Ltd didn’t do enough to prevent her from making payments to a scam. The complaint is brought on her behalf by a professional representative. What happened The circumstances of the complaint are well-known to both parties so I... (12 pages)View decision -
Decision Reference DRN-5449899
17 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5449899 The complaint Mrs K complains about how Admiral Insurance (Gibraltar) Limited settled a claim she made on her motor insurance policy after her car was written off. What happened Mrs K held a motor insurance policy with Admiral. After her car was damaged in a fire, she made a... (3 pages)View decision -
Decision Reference DRN-5619094
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5619094 The complaint Miss C complained that Barclays Bank UK PLC (‘Barclays’) should pay her more compensation than it has so far offered, after it upheld her complaint about being provided with varying information when she was unable to switch her account. What happened Miss C fi... (2 pages)View decision -
Decision Reference DRN-5359062
17 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5359062 The complaint Mr M complains that Barclays Bank UK PLC failed to protect him from being scammed. Mr M also complains that Barclays won’t reimburse him for his losses. What happened Mr M’s explained that he was lured into investing using cryptocurrency by either his sister o... (2 pages)View decision -
Decision Reference DRN-5628758
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5628758 The complaint Ms C has complained Santander UK Plc failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In sum... (3 pages)View decision
