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-5830863
13 Oct 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5830863 Complaint Mr H complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance (“Barclays PF”)) unfairly entered into a conditional sale agreement with him. He’s said that the agreement was unaffordable for him and so shouldn’t have been provided. ... (3 pages)View decision -
Decision Reference DRN-5840183
12 Oct 2025 Killik & Co LLP Not upheldInvestmentsDRN-5840183 The complaint Mrs K complains that a cheque she submitted to Killik & Co LLP to fund her investment ISA was rejected. This resulted in Mrs K being unable to utilise her ISA allowance for the tax year which she’d now like to be compensated for. Mrs K is supported in the c... (8 pages)View decision -
Decision Reference DRN-5808640
12 Oct 2025 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5808640 The complaint Mrs K complains that Aviva Life & Pensions UK Limited failed to follow her request to pay a monthly cash income from her investment bond. What happened Mrs K holds two investment bonds with Aviva. In October 2024, she elected to take a monthly withdrawal f... (4 pages)View decision -
Decision Reference DRN-5513140
12 Oct 2025 Society of Lloyd's UpheldInsuranceDRN-5513140 The complaint A complaint has been brought on behalf of limited company “J” by its directors, about Society of Lloyds’ (SOL) and its handling of a claim for stolen jewellery following a robbery. What happened J is a retail jewellery business which holds a Retail Jewellers’ B... (4 pages)View decision -
Decision Reference DRN-5196535
10 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5196535 The complaint Mrs M is unhappy that National Westminster Bank Public Limited Company “NatWest” decided not to refund her after she says she was the victim of a scam. Mrs M is using a professional representative to bring her complaint, I’ll refer to them as K. What happened... (5 pages)View decision -
Decision Reference DRN-5704351
10 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5704351 The complaint Miss K complains about Lloyds Bank PLC. She would like it to refund her the money she lost when she was scammed while trying to purchase a car. What happened Miss K saw that one of her acquaintances was advertising a car for sale on social media for around £5... (3 pages)View decision -
Decision Reference DRN-5196536
10 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5196536 The complaint Mrs M is unhappy that Revolut Ltd decided not to refund her after she says she was the victim of a scam. Mrs M is using a professional representative to bring her complaint, I’ll refer to them as K. What happened K’s original submission is that Mrs M says she... (4 pages)View decision -
Decision Reference DRN-5728226
10 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5728226 The complaint Miss H complains about HSBC UK Bank Plc. She says that she has fallen victim to a scam and would like HSBC to refund her the money she has lost as a result. What happened Miss H says that ‘E’ reached out to her offering her an opportunity that could potential... (3 pages)View decision -
Decision Reference DRN-5635651
10 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5635651 The complaint Mrs B complains MONEYBARN NO.1 LIMITED (Moneybarn) irresponsibly lent because it entered into a car finance agreement with her without carrying out reasonable and proportionate checks to ensure the lending was affordable. What happened Mrs B entered into a con... (4 pages)View decision -
Decision Reference DRN-5649034
10 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5649034 The complaint Mr A complains about HSBC UK Bank Plc. He would like HSBC to refund him the money he lost when he fell victim to a scam. What happened In July 2024, Mr A made two payments to the same beneficiary of £3,000 and £25 for a visa application on behalf of his wife.... (2 pages)View decision