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 381194 results
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Decision Reference DRN-5473229
9 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5473229 The complaint Mr and Mrs M complain that Bank of Scotland plc trading as Birmingham Midshires Mortgages (“BM”) won’t extend the term of their interest-only Buy To Let (“BTL”) mortgage. Mr M said BM wrote to say it would talk about options, but then said they must pay in full... (3 pages)View decision -
Decision Reference DRN-5421409
9 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5421409 The complaint Miss S is unhappy Lloyds Bank PLC will not refund all of the money she lost as the result of a scam. She says it needs to refund an additional £11,100. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In su... (4 pages)View decision -
Decision Reference DRN-5598457
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5598457 The complaint Mr Y complains that Revolut Ltd blocked a payment he tried to make and that it wouldn't continue the release process without him providing private financial information. What happened In December 2024 Mr Y attempted to make 2 payments on successive days to... (2 pages)View decision -
Decision Reference DRN-5610633
9 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5610633 The complaint Mr B, who is represented, complains that National Westminster Bank PLC (‘NatWest’) didn’t reimburse him money he lost as a result of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below... (2 pages)View decision -
Decision Reference DRN-5531808
9 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5531808 The complaint Miss V complains about how Admiral Insurance (Gibraltar) Limited (Admiral).declined a claim under her motor insurance policy for the theft of her vehicle. References to Admiral in this decision include their agents. Miss V was supported by a representative wh... (5 pages)View decision -
Decision Reference DRN-5604676
9 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5604676 The complaint Mr A complains about the value Aviva Insurance Limited (“Aviva”) said his car was worth following a claim on his motor insurance policy, and that it didn’t provide him with a courtesy or hire car or pay for storage costs. What happened Mr A had a motor insuranc... (6 pages)View decision -
Decision Reference DRN-5473463
9 Jun 2025 Halifax Share Dealing Limited Not upheldInvestmentsDRN-5473463 The complaint Mr L complains about the time it took Halifax Share Dealing Limited trading as IWeb Share Dealing to allocate him some shares after a corporate action. What happened In early 2025 Mr L complained to IWeb about the length of time it was taking for him to receiv... (2 pages)View decision -
Decision Reference DRN-5220792
9 Jun 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5220792 The complaint Mrs A, represented by a Claims Management Company (CMC), complains that investment advice provided to her by St. James's Place Wealth Management Plc (“SJP”) was unsuitable and that it also failed to provide ongoing annual reviews of the recommended investm... (3 pages)View decision -
Decision Reference DRN-5608453
9 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5608453 The complaint Mr and Mrs P complain NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed them following an authorised push payment (‘APP’) investment scam they fell victim to. They say NatWest should reimburse them for the money they lost. In bring... (7 pages)View decision -
Decision Reference DRN-5605956
9 Jun 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5605956 The complaint Mrs P has complained about the service received off the back of purchasing goods using her Frasers Group Financial Services Limited (“FGFS”) credit agreement. What happened The circumstances of the complaint are well known so I’m not going to repeat everything... (3 pages)View decision
