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-5924737
11 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5924737 The complaint Mr S is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) has decided not to refund him, after he invested in what he now thinks is a scam. What happened I’m satisfied the circumstances of this complaint are well-known to both parties, ... (5 pages)View decision -
Decision Reference DRN-5924740
11 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5924740 The complaint Mr S is unhappy that Lloyds Bank PLC, has decided not to refund him, after he invested in what he now thinks is a scam. What happened I’m satisfied the circumstances of this complaint are well-known to both parties, as such I have summarised them briefly below... (4 pages)View decision -
Decision Reference DRN-5811804
11 Dec 2025 EE Limited Not upheldConsumer CreditDRN-5811804 The complaint Mr H complains about loss of data which occurred whilst EE Limited made repairs to a mobile phone device. The device was purchased through a fixed sum loan agreement with EE Limited. What happened In July 2024 Mr H entered into a fixed sum loan agreement to pur... (2 pages)View decision -
Decision Reference DRN-5876029
11 Dec 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5876029 The complaint Mrs R complains that a car acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (‘Toyota Financial Services’) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of this complaint – so I... (2 pages)View decision -
Decision Reference DRN-5985841
11 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5985841 The complaint C is unhappy with how HSBC UK Bank Plc (HSBC) handled a refund claim they made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. What I’ve decided – and why I’ve cons... (3 pages)View decision -
Decision Reference DRN-6014056
11 Dec 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-6014056 The complaint Miss R complains that a car supplied to her under a hire purchase agreement with Toyota Financial Services (UK) PLC trading as Toyota Financial Services (TFS) was of an unsatisfactory quality. What happened I issued a provisional decision setting out what I tho... (5 pages)View decision -
Decision Reference DRN-5255667
11 Dec 2025 KW Wealth Planning Limited Not upheldInvestmentsDRN-5255667 The complaint Mr and Mrs P complain about a change KW Wealth Planning Limited (“KWFP”) made to their discretionary managed investment portfolio. They are dissatisfied with the change, and how it was carried out. They say: • They gave agreement to switch the multi-asset inves... (5 pages)View decision -
Decision Reference DRN-5956174
11 Dec 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5956174 The complaint Mr V is unhappy that a car supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance was of an unsatisfactory quality. What happened In October 2024, Mr V was supplied with a used car through a co... (4 pages)View decision -
Decision Reference DRN-5538449
11 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5538449 Complaint Miss Y is unhappy that Barclays Bank UK PLC didn’t refund her after she reported falling victim to a scam. Background Miss Y had enquired about joining the waiting list for social housing in her local area. In May 2023, she came across a profile on a social media ... (3 pages)View decision -
Decision Reference DRN-5747164
11 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5747164 The complaint Mr A has complained that Revolut Ltd won’t refund money he lost to a scam. What happened Mr A has said he was contacted by the scammer who he thought was a lawyer in Romania who said his family qualified for citizenship. Mr A wanted his father and sisters to h... (3 pages)View decision