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-5729122
8 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5729122 The complaint Mr N’s complained about how Ageas Insurance Limited have dealt with the claim he made after he discovered cracks in his property. What happened In summer 2022, Mr N noticed cracks appearing in his property. So he contacted Ageas to make a claim. Ageas inspecte... (3 pages)View decision -
Decision Reference DRN-5819484
8 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5819484 The complaint Mrs M complains that HSBC UK Bank Plc trading as first direct (‘First Direct’) hasn’t refunded the money she believes she lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. So, I don... (4 pages)View decision -
Decision Reference DRN-5694834
8 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5694834 The complaint Mr D has complained that Barclays Bank UK PLC won’t refund the money he says he lost in a scam. What happened In late 2024, Mr D complained to Barclays via representatives. His representatives said that Mr D was victim to either a recovery scam or a cryptocurre... (2 pages)View decision -
Decision Reference DRN-5721228
8 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5721228 The complaint Mr K complains about the amount Aviva Insurance Limited charged for his motor insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Ou... (3 pages)View decision -
Decision Reference DRN-5618733
8 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5618733 The complaint Miss F complains about charges in respect of a finance agreement she took out with Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (‘NV’). What happened The parties are familiar with the background details of this complaint – so I will briefly ... (3 pages)View decision -
Decision Reference DRN-5645651
8 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5645651 The complaint Mr G complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What happened The background of this ... (5 pages)View decision -
Decision Reference DRN-5343390
8 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5343390 The complaint D is a not-for-profit sports club. It complains, through its treasurer, Mr M, that Bank of Scotland plc has changed its account from its fee-free Treasurers Account to a new Community Account. What happened D had a Treasurers Account with BoS. That account was ... (2 pages)View decision -
Decision Reference DRN-5823883
8 Oct 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5823883 The complaint Miss M complains that Loans 2 Go Limited (Loans 2 Go) acted irresponsibly in providing her with a personal loan because it was unaffordable for her. What happened Miss M took out a personal loan with Loans 2 Go in September 2022. The loan was for £250. The loa... (3 pages)View decision -
Decision Reference DRN-5802423
8 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5802423 The complaint Mr M complains that Santander UK Plc won’t reimburse him after he fell victim to a cryptocurrency investment scam. Mr M is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissions as being made by Mr M directly... (5 pages)View decision -
Decision Reference DRN-5609536
8 Oct 2025 VANGUARD ASSET MANAGEMENT, LTD. UpheldPensions and AnnuitiesDRN-5609536 The complaint Miss N complains that Vanguard Asset Management, Ltd (Vanguard) acted unfairly when it failed to send her the statement she needed by post, despite her urgent and exceptional need for that statement. What happened Miss N is a UK expat with a Vanguard pension pl... (6 pages)View decision