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 370149 results
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Decision Reference DRN-5469594
24 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5469594 The complaint Mr I is unhappy with National Westminster Bank Plc. Mr I made an international payment for approximately £10,000 to a family member abroad to deal with a family emergency. What happened Mr I made the payment on 13 January 2025. It was expected to arrive on 15 ... (3 pages)View decision -
Decision Reference DRN-5091705
24 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5091705 THE COMPLAINT Mrs F holds/held an account with Barclays Bank UK PLC. Mrs F’s complaint is about Barclays’s refusal to reimburse her money she says she lost due to a scam. Mrs F is represented by Wealth Recovery Solicitors (“WRS”) in this matter. However, where appropriate,... (5 pages)View decision -
Decision Reference DRN-5623180
24 Jun 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5623180 The complaint Mrs K has complained about the way that Great Lakes Insurance SE has handled a claim she made on a travel insurance policy. Mrs K has been represented by her son in making this complaint. However, for ease, I will just be referring to Mrs K in this decision. ... (2 pages)View decision -
Decision Reference DRN-5447641
24 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5447641 The complaint Mr M complains that HSBC Bank Plc (HSBC) have not completed an international transfer as he requested. He says the beneficiary has not received the funds. What happened In June 2024, Mr M used his HSBC bank account to make a payment of £4,000 to a business in T... (2 pages)View decision -
Decision Reference DRN-5515588
24 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5515588 The complaint Ms A and Mr A are unhappy with Aviva Insurance Limited’s decision not to cover Mr A’s treatment costs. What happened Ms A had private medical cover through her previous employer. She added her son, Mr A, to the policy. Ms A made a claim for Mr A’s treatment, se... (2 pages)View decision -
Decision Reference DRN-5634486
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5634486 The complaint Miss C complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing her with an overdraft facility she says she couldn’t afford. What happened Miss C was given an overdraft with her Monzo account in September 2022. The overdraft limit was £2,000. ... (3 pages)View decision -
Decision Reference DRN-5028773
24 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5028773 The complaint Mr S complains that Santander UK Plc (“Santander”) didn’t do enough to protect him when he paid what he now believes was a scam, and that it won’t refund the money he lost. What happened In July 2019, Mr S invested £10,000 into a property development company I’... (3 pages)View decision -
Decision Reference DRN-5605825
24 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5605825 The complaint Mr L is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Nissan Financial Services (RCI) was of an unsatisfactory quality. What happened In July 2023 Mr L was supplied with a used car through a hi... (5 pages)View decision -
Decision Reference DRN-5455062
24 Jun 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5455062 The complaint Mr M complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. He wants the interest charged above the base rate refunded along with interest. What happened Mr M was provided with two loans by 118 118 Money. Loan Dat... (4 pages)View decision -
Decision Reference DRN-5644615
24 Jun 2025 St James's Place UK plc UpheldPensions and AnnuitiesDRN-5644615 The complaint Ms P complains that St James’s Place UK plc (SJP) delayed the transfer of her personal pension account to another provider and failed to provide transparent information about the early withdrawal charges (EWCs) it applied. What happened Ms P opened a Retirement... (10 pages)View decision
