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 375119 results
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Decision Reference DRN-5748787
21 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5748787 The complaint Miss R has complained that National Westminster Bank Public Limited Company (NatWest) won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case, and I should keep decisions as anonymous as possible,... (3 pages)View decision -
Decision Reference DRN-5494019
21 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5494019 The complaint Mr R complains that Bank of Scotland plc (trading as Halifax) won’t refund payments as a result of a scam. What happened Mr R was the victim of an investment scam. Further to seeing an online advert, he was duped by a fraudster posing as working for a company I... (3 pages)View decision -
Decision Reference DRN-5771380
21 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771380 The complaint Miss B complains that Monzo Bank Ltd decided not to refund her the money she lost through a scam. Miss B has brought her complaint to us via a representative but I will refer to her throughout for simplicity. What happened Miss B said that she found out about... (4 pages)View decision -
Decision Reference DRN-5697184
21 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5697184 The complaint Mr M complains about the administration of his credit card by NewDay Ltd, trading as Marbles. What happened Mr M complains about various issues he’s encountered with his NewDay credit card; as I understand it the core matters are, in summary: • “Query” marker... (3 pages)View decision -
Decision Reference DRN-5566901
21 Aug 2025 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-5566901 The complaint Mr S complains that Hargreaves Lansdown Asset Management Limited (HL) caused delays in paying his tax-free cash sum from his Self-Invested Personal Pension (SIPP), which he wanted to reinvest, causing him investment losses and inconvenience. He wants compensati... (3 pages)View decision -
Decision Reference DRN-5686831
21 Aug 2025 Harris Balcombe LLP Not upheldInsuranceDRN-5686831 The complaint E, a limited company, complains that Harris Balcombe LLP (“HB”) has misrepresented the facts of their claim to their insurer and this Service in relation to a commercial insurance policy. Any reference to E or HB will include respective agents and/or representa... (6 pages)View decision -
Decision Reference DRN-5625836
21 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5625836 The complaint Miss B complains that Lloyds Bank PLC decided not to refund her the money she lost through a scam. Miss B has brought her complaint to us via a representative but I will refer to her throughout for simplicity. What happened Miss B said that she found out abou... (5 pages)View decision -
Decision Reference DRN-5770392
21 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5770392 The complaint Mr C complains about a new motorbike supplied under a hire purchase agreement, provided by BMW Financial Services(GB) Limited (‘BMWFS’). What happened Around April 2024 Mr C acquired a new motorbike under a hire purchase agreement with BMWFS. The motorbike is ... (5 pages)View decision -
Decision Reference DRN-5771099
21 Aug 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5771099 The complaint Mr H has complained that Highway Insurance Company Limited trading as LV= Highway unfairly decided Mr H was at fault for causing an accident under his motor policy. What happened Mr H was involved in an accident on 26 January 2024 with another driver. Mr H was... (6 pages)View decision -
Decision Reference DRN-5763780
21 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5763780 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer Finance 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 197... (15 pages)View decision
