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-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 -
Decision Reference DRN-5783766
17 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5783766 The complaint Mr T complains about the way INTACT INSURANCE UK LIMITED (trading as RSA) handled his claim under his home contents insurance policy. In particular, he is unhappy that they cancelled his policy. What happened The details of what happened are well known to both ... (3 pages)View decision