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
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Decision Reference DRN-5810679
11 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5810679 The complaint Mrs W complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mrs W took a call from someone pu... (6 pages)View decision -
Decision Reference DRN-5810960
11 Sep 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5810960 The complaint M’s complaint is about a claim Mrs F made on M’s The National Farmers' Union Mutual Insurance Society Limited (‘NFU’) legal expenses insurance policy. Although this complaint is brought by M, it relates to a claim NFU accepted in respect of Mrs F so I shal... (4 pages)View decision -
Decision Reference DRN-5691491
11 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5691491 The complaint P, a limited company, complains that Lloyds Bank PLC made a mistake when it issued an account statement resulting in financial loss. What happened The director of P explains that he requested a statement up to 7 February 2025 for P’s account. And wanted it to s... (2 pages)View decision -
Decision Reference DRN-5727136
11 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5727136 The complaint Ms L is unhappy with the exchange rate used by Lloyds Bank PLC (Lloyds) for an international payment received in Singapore dollars (SGD) and with the information they provided when she asked about it. What happened In mid-June 2024, Ms L received a payment of 9... (3 pages)View decision -
Decision Reference DRN-5810621
11 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5810621 The complaint Mr O is complaining that Barclays Bank UK PLC hasn’t agreed to refund payments he says he made to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr O here. What happened Both parties are familiar with t... (3 pages)View decision -
Decision Reference DRN-5794669
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5794669 The complaint Mr H complains about the service he received from HSBC UK Bank UK Plc (“HSBC”) when he called it to update his mobile phone number. What happened Mr H called HSBC on 17 January 2025 and explained that he had a new phone and needed to update his mobile phone num... (4 pages)View decision -
Decision Reference DRN-5739857
11 Sep 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5739857 The complaint Mr C received advice from a representative of St. James's Place Wealth Management Plc (‘SJP’) which resulted in him transferring an existing personal pension to a personal pension with SJP. Mr C has complained about the suitability of the advice and SJP’s ... (6 pages)View decision -
Decision Reference DRN-5810884
11 Sep 2025 Match the Cash Limited Not upheldConsumer CreditDRN-5810884 The complaint Mr G complains Match the Cash Limited trading as www.Guarantormyloan.co.uk (MTC) has been unreasonable in its level of engagement about an outstanding debt. What happened MTC arranged a guarantor loan for Mr G in July 2021 through its Peer to Peer (P2P) lending... (4 pages)View decision -
Decision Reference DRN-5303014
11 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5303014 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he’s lost to a scam. What happened Mr A came across a digital dropshipping course on social media. The course promised to help him set-up his own dropsh... (2 pages)View decision -
Decision Reference DRN-5198767
11 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5198767 The complaint Mr P complains National Westminster Bank Public Limited Company (“NatWest”) closed his account without informing him. And by doing so, has failed to reasonably consider his circumstances. Mr P is also unhappy about the service NatWest provided when he tried to... (5 pages)View decision