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 381195 results
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Decision Reference DRN-5301149
11 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5301149 The complaint Mr Y complains about Barclays Bank UK PLC. He says that he has been the victim of a scam and would like Barclays to refund him the money he has lost as a result. What happened Mr Y met an individual while he was providing a taxi service to the individual’s ho... (2 pages)View decision -
Decision Reference DRN-5618843
11 Jun 2025 Auto Accept Finance Limited UpheldConsumer CreditDRN-5618843 The complaint Mr and Mrs M complain about a car supplied under a hire purchase agreement, provided by Auto Accept Finance Limited (‘AAF’). What happened Around July 2023 Mr and Mrs M acquired a used car under a hire purchase agreement with AAF, from a dealer I’ll refer to as... (8 pages)View decision -
Decision Reference DRN-5595008
11 Jun 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5595008 The complaint Mr J complains that Barclays Bank UK PLC trading as Tesco Bank was irresponsible in its lending to him. What happened Mr J was provided with a £30,000 loan by Tesco Bank in November 2018. The loan term was 122 months and Mr J was required to make 120 monthly re... (3 pages)View decision -
Decision Reference DRN-5029823
11 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5029823 The complaint Mrs P complains about Santander UK Plc. She says that she has fallen victim to a scam and would like Santander to refund her the money she has lost as a result. What happened In December 2019, Mrs P made a payment of £10,000 to a company I will refer to as HS... (3 pages)View decision -
Decision Reference DRN-5308530
11 Jun 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5308530 The complaint Mrs M complains that Kroo Bank Ltd (“Kroo”) won’t refund a payment made as part of a scam. What happened In March 2024, Mrs M unfortunately fell victim to an impersonation scam. She received a call purportedly from Amazon about suspicious activity on her accou... (3 pages)View decision -
Decision Reference DRN-5562511
11 Jun 2025 Covea Insurance plc UpheldInsuranceDRN-5562511 The complaint Mr and Mrs M are complaining that they think Covea Insurance plc overpaid on a claim they made for subsidence against their buildings insurance policy. They think this has meant they’re now paying more for their annual premium than they should be. What happened... (3 pages)View decision -
Decision Reference DRN-5234951
11 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5234951 The complaint A complains Starling Bank Limited unfairly restricted and closed its account. A is represented by a director – Mr A. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the k... (4 pages)View decision -
Decision Reference DRN-5032745
11 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5032745 The complaint Mrs G is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Mrs G is being represented by solicitors but, for ease of reading, I’ll only refer to Mrs G in the decision. What happened The detailed background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-5182239
11 Jun 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5182239 The complaint Mr P complains about the service provided by Scottish Widows Limited (Scottish Widows) when he tried to take his small pot pension lump sum. He said there was no clear process, the questions asked were not specific to his claim and so he couldn’t complete the p... (5 pages)View decision -
Decision Reference DRN-4856478
11 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4856478 The complaint Mr H complains that Bank of Scotland plc trading as Halifax won’t refund money he lost to a scam. Mr H is represented by a firm I’ll refer to as “C”. For ease, I have referred to comments made by C as though Mr H made them. What happened Mr H is unhappy Halifax... (3 pages)View decision
