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 401363 results
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Decision Reference DRN-6010109
16 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-6010109 The complaint Ms B complains that Santander UK Plc (‘Santander’) won’t refund the money she lost as the result of a scam. What happened In 2022, Ms B was contacted by someone who said they worked for Santander. They said Ms B’s account had been compromised and three high va... (5 pages)View decision -
Decision Reference DRN-5938021
16 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5938021 The complaint Mr K complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money he lost after falling victim to a scam. What happened Mr K says he was called about an investment opportunity, which involved the purchase of Limited-Editio... (3 pages)View decision -
Decision Reference DRN-5970449
15 Dec 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5970449 The complaint Mr S complains that Close Brothers Limited refused to give him a refund when it recovered more from his insurers than the amount he’d agreed to pay to settle the agreement. What happened In May 2023 Mr S was supplied with a vehicle and entered into a conditiona... (2 pages)View decision -
Decision Reference DRN-5979739
15 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5979739 The complaint Miss E complains that Motability Operations Limited require payment of an early termination fee for ending the agreement early. What happened In May 2025 Miss E entered into a 3 year contract hire agreement with Motability. In August 2025 Miss E contacted Motab... (2 pages)View decision -
Decision Reference DRN-5913913
15 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5913913 The complaint A company which I’ll call ‘V’ complains that HSBC UK Bank Plc (‘HSBC’) didn’t do enough to prevent the loss it suffered when it sent a payment to one of the bank’s customer accounts because of an alleged scam. The complaint is brought on V’s behalf by one of i... (4 pages)View decision -
Decision Reference DRN-6023099
15 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6023099 The complaint Mr A says Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) has unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And he says his creditor-debtor relationship with BPF was unfair to him under s... (3 pages)View decision -
Decision Reference DRN-5960302
15 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5960302 The complaint Mr W has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In summary, in 2022 Mr W found a cryptocurrency investment scheme, which unfortunately was a scam. The scammer offered to invest and trad... (3 pages)View decision -
Decision Reference DRN-5975395
15 Dec 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5975395 The complaint Mrs A complains that Bank of Scotland plc didn’t treat her fairly when she had financial difficulties and asked for support with her mortgage. Mrs A asks that Bank of Scotland capitalises her arrears and extends the term for at least five years at a reduced int... (4 pages)View decision -
Decision Reference DRN-5886454
15 Dec 2025 Accelerant Insurance UK Limited Not upheldInsuranceDRN-5886454 The complaint Mr S has complained that Accelerant Insurance UK Limited (“Accelerant”) unfairly voided a policy following a claim for malicious damage. Any references to Accelerant in this decision include its appointed agents. What happened Mr S owns a commercial premises wh... (4 pages)View decision -
Decision Reference DRN-5916818
15 Dec 2025 Aviva Insurance Limited UpheldInsuranceDRN-5916818 The complaint Mr and Mrs D complain about Aviva Insurance Limited’s handling of their claim for a lost ring. Mr D had buildings and contents insurance underwritten by Aviva. As the policy was in his name, I’ll refer to Mr D throughout. Reference to Aviva’s actions includes ... (2 pages)View decision