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 393318 results
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Decision Reference DRN-5813516
25 Sep 2025 Sytner Group Limited Not upheldInsuranceDRN-5813516 The complaint Mr S complains that Sytner Group Limited (“Sytner”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission. Mr S’s complain... (5 pages)View decision -
Decision Reference DRN-5718225
25 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5718225 The complaint Mr S is unhappy with the quality of a car financed using a conditional sale agreement from Volvo Car Financial Services UK Limited. What happened In January 2024 Mr S entered into a conditional sale agreement with Volvo for a brand new car. The cash price was £... (2 pages)View decision -
Decision Reference DRN-5804932
25 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5804932 The complaint Mr D complains about Nationwide Building Society (“Nationwide”) for applying international currency fees to his account without adequate warning. He wants Nationwide to refund the charges. What happened Mr D held a FlexDirect account with Nationwide. In March 2... (2 pages)View decision -
Decision Reference DRN-5408256
25 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5408256 The complaint Ms V complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary... (2 pages)View decision -
Decision Reference DRN-5555136
25 Sep 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5555136 The complaint Mr A complains to Trading 212 UK Limited about losses he incurred trading a stock with known issues. He feels he ought to have been prevented from making trades which resulted in a loss of over £8,000. What happened Mr A has a trading account with Trading 212 ... (3 pages)View decision -
Decision Reference DRN-5641679
25 Sep 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5641679 The complaint Ms J complains that FirstRand Bank Limited trading as Motonovo Finance (‘Motonovo’) entered into a Hire Purchase agreement with her when it was unaffordable. She complained using a professional representative, but for ease I’ll refer to Ms J throughout. What ... (4 pages)View decision -
Decision Reference DRN-5783379
25 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5783379 The complaint Mr A is unhappy with how National Westminster Bank Public Limited Company (NatWest) handled his chargeback claim. What happened The parties are familiar with the background of this complaint, so I will summarise it briefly here, which reflects my informal remit... (3 pages)View decision -
Decision Reference DRN-5232805
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5232805 The complaint Mr K is unhappy that Revolut Ltd won’t refund payments he made as part of a scam. What happened In 2024 Mr K heard about a cryptocurrency investment opportunity through a group on an instant messaging service. He left his details and was contacted by a broker, ... (4 pages)View decision -
Decision Reference DRN-5718551
25 Sep 2025 Phoenix Life Limited Not upheldInvestmentsDRN-5718551 The complaint Mrs A complains to Phoenix Life Limited about how they’ve dealt with the problem of an old, rediscovered cheque. What happened In 2000, Mrs A took out an endowment plan with a 15-year term. When it matured in January 2015, Phoenix sent her a cheque for the pro... (3 pages)View decision -
Decision Reference DRN-5684759
25 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5684759 The complaint Miss T complains that Inter Partner Assistance SA declined her claim and voided her travel insurance policy. What happened Miss T had an annual multi-trip travel insurance policy, which was provided by IPA. The relevant policy period was between 12 July 2024 a... (4 pages)View decision