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 360982 results
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Decision Reference DRN-5389626
18 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5389626 The complaint Mr M is unhappy that Bank of Scotland plc trading as Halifax won’t reimburse money he lost to a scam. What happened On 24 February 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence an... (7 pages)View decision -
Decision Reference DRN-5116861
18 Mar 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5116861 The complaint Mrs R is complaining about Prepay Technologies Ltd (Mettle) because it declined to refund money she lost as a result of fraud. What happened On 24 January 2024, Mrs R received a call from a scammer claiming to be from Mettle. The call was preceded by a text mes... (3 pages)View decision -
Decision Reference DRN-5345179
18 Mar 2025 MoneyGram International Limited UpheldBanking and PaymentsDRN-5345179 The complaint Mr H says MoneyGram International Limited has made a mistake with an international payment that he asked it to make for him. He says he’s lost out as a result. What happened A summary of what happened is below. Mr H used MoneyGram’s payment services to send mon... (2 pages)View decision -
Decision Reference DRN-5230828
18 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5230828 The complaint Mr E complains that National Westminster Bank Plc (“NatWest”), lent to him irresponsibly by increasing his overdraft limit without carrying out proper affordability checks. What happened In December 2023 NatWest approved an increase in Mr E’s overdraft limit fr... (3 pages)View decision -
Decision Reference DRN-5342629
18 Mar 2025 Swift 1st Limited Not upheldMortgagesDRN-5342629 The complaint Miss R complains about the sale and administration of a second charge mortgage that is administered by Swift 1 st Limited trading as Swift Advances. What happened In 2007, Miss R took out a second charge secured loan with Swift Advances Plc of £25,000 over a te... (4 pages)View decision -
Decision Reference DRN-5394856
18 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5394856 The complaint Mr R has complained about AXA Insurance UK Plc. He isn’t happy about the way its agent dealt with a replacement windscreen following a claim under his motor insurance policy. Any reference to AXA includes any agents that it is responsible for unless specified. ... (2 pages)View decision -
Decision Reference DRN-5172822
18 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5172822 The complaint Ms C complains that Clydesdale Bank Plc trading as Virgin Money (as the recipient bank) didn’t do enough to prevent her losing money to a scam. Ms C has used a representative to bring her complaint. But for ease of reading, I’ll mostly just refer to Ms C herse... (3 pages)View decision -
Decision Reference DRN-5400201
18 Mar 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5400201 The complaint Mrs B complains St. James's Place Wealth Management Plc (‘SJP’) charged her for ongoing advice services it failed to provide. What happened Mrs B inherited an investment bond in 2013. The bond was originally advised and arranged in 1999 and until Mrs B in... (6 pages)View decision -
Decision Reference DRN-5400206
18 Mar 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5400206 The complaint Mr B complains St. James's Place Wealth Management Plc (‘SJP’) charged him for ongoing advice services it failed to provide. What happened Mr B inherited an investment bond in 2013. The bond was originally advised and arranged in 1999 and until Mr B inher... (6 pages)View decision -
Decision Reference DRN-5072538
18 Mar 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5072538 The complaint Mr P complains about the quality of a new car he acquired through a fixed sum loan with Hyundai Capital UK Limited, trading as Kia Finance (‘Kia Finance’). Mr P says that he had significant problems with the car over the time he has used it and would like compe... (4 pages)View decision
