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-5821666
23 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5821666 The complaint Mr J complains about the actions taken by Nationwide Building Society when it stopped a payment he wanted to make and blocked his online banking. To put things right Mr J would like Nationwide to pay him more substantial compensation to better reflect his time... (4 pages)View decision -
Decision Reference DRN-5634027
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5634027 The complaint Mr A doesn’t believe NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) did enough to protect him from an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview ... (3 pages)View decision -
Decision Reference DRN-5616715
23 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5616715 The complaint Mrs K is unhappy that NewDay Ltd trading as Debenhams (Debenhams) charged her a cash advance fees and interest on her credit card when she used it to purchase an item. When I refer to what Mrs K and/or Debenhams said or did, it should also be taken to include ... (3 pages)View decision -
Decision Reference DRN-5775600
23 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5775600 The complaint Mr and Mrs D complain about how Inter Partner Assistance SA (“IPA”) has handled a claim under their travel insurance policy. What happened Mr and Mrs D bought an annual multi-trip travel insurance policy to cover them between 18 January 2024 and 17 January 202... (3 pages)View decision -
Decision Reference DRN-5628925
23 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5628925 The complaint Mrs C complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost to a scam. What happened The background is known to both parties, so I won’t repeat all the details here. In summary, Mrs C says she was a first-time seller on a well-known online mar... (3 pages)View decision -
Decision Reference DRN-5835703
23 Sep 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5835703 The complaint Mr W complains that a hire purchase agreement he entered with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”) to acquire a car was misrepresented to him. Because of that, he feels the structure of the agreement is unfair. ... (7 pages)View decision -
Decision Reference DRN-5827718
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5827718 The complaint Mr S complains that HSBC UK Bank Plc trading as first direct hasn’t refunded all of his losses for a claim he made under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened Mr S paid a company (who I’ll refer to as “G”) to supply and fit a ... (6 pages)View decision -
Decision Reference DRN-5834453
23 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5834453 The complaint Miss B complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss B is being represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened Miss B has told ... (4 pages)View decision -
Decision Reference DRN-5503365
23 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5503365 The complaint Miss B complains that Lloyds Bank PLC won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In April 2024, Miss B was looking to get some gardening and building work done at her property. She was contacted by a bui... (4 pages)View decision -
Decision Reference DRN-5828380
23 Sep 2025 Ageas Insurance Limited UpheldInsuranceDRN-5828380 The complaint Ms O complains that Ageas Insurance Limited, has unfairly handled a claim made for damage to her commercial property. Ms O feels Ageas should reimburse her for rent she says she has lost out on when the claim settlement was delayed and her property was left wit... (5 pages)View decision