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 392389 results
-
Decision Reference DRN-5610282
18 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5610282 The complaint Mr F is unhappy that a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’) was mis-sold to him. What happened In January 2024, Mr F was supplied with a used electric ca... (3 pages)View decision -
Decision Reference DRN-5199791
18 Sep 2025 AMBER WEALTH CREATION LIMITED Not upheldInvestmentsDRN-5199791 The complaint Mrs S has complained about the ongoing advice charges she paid to Amber Wealth Creation Limited, trading as Amber Financial Planning (‘AFP’), for a service she says she did not receive and had not agreed to. Mrs S is seeking a refund of all charges plus interes... (6 pages)View decision -
Decision Reference DRN-5594365
18 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5594365 The complaint Ms D complains that Nationwide Building Society (Nationwide) won’t refund the money she lost when she fell victim to a job scam. Ms D was initially represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed backgroun... (6 pages)View decision -
Decision Reference DRN-5594333
18 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5594333 The complaint Ms D complains that Starling Bank Limited (Starling) won’t refund the money she lost when she fell victim to a job scam. Ms D was initially represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to thi... (5 pages)View decision -
Decision Reference DRN-5824839
18 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5824839 The complaint Miss D complains that Barclays Bank UK PLC won’t refund the money she lost when she was the victim of what she feels was a scam. Third parties Several third parties feature in the events I shall describe. I don’t need to identify them by their names, and I sh... (10 pages)View decision -
Decision Reference DRN-5073430
18 Sep 2025 IG Markets Limited Not upheldInvestmentsDRN-5073430 The complaint Mr C has an account with IG Markets Limited (‘IG’) and he has complained as he says he has been the victim of a ‘pump and dump’ scam. He says that IG should have detected the suspicious and fraudulent activity that was taking place in the stock he was trading i... (4 pages)View decision -
Decision Reference DRN-5818829
18 Sep 2025 Wirex Limited Not upheldBanking and PaymentsDRN-5818829 The complaint Mr R complains that Wirex Limited (Wirex) won’t refund the money he lost when he fell victim to a scam. What happened In summary: • Mr R had previously been a victim of a scam and lost lots of money. • Mr R took an unexpected call from X (the scammer), who sai... (6 pages)View decision -
Decision Reference DRN-5572258
18 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5572258 The complaint Miss A complains about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) handled her claim for breach of contract. What happened In March 2024, Miss A paid a retailer I’ll refer to as ‘T’ for the supply of laminate flooring as w... (2 pages)View decision -
Decision Reference DRN-5808441
17 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5808441 The complaint Mr L and Mrs L complain about Lloyds Bank General Insurance Limited (“Lloyds”) for declining their claim for damage following a series of storms. They want Lloyds to accept their claims and settle their losses. What happened Mr L and Mrs L insured their home wi... (3 pages)View decision -
Decision Reference DRN-5692721
17 Sep 2025 BISL Limited Not upheldInsuranceDRN-5692721 The complaint Mr C complains about the advice BISL Limited gave him following a claim on his motor insurance. What happened Mr C’s car was written off following an accident in February 2025. Mr C said his insurer accepted and settled the claim “fairly quickly”, and he was ha... (3 pages)View decision