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 374385 results
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Decision Reference DRN-5747184
12 Aug 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5747184 Complaint Mr H has complained about a loan Loans 2 Go Limited (“L2G”) provided to him. He says the loan was unaffordable and this would have been determined had proportionate checks been carried out. Background L2G provided Mr H with a loan for £250 in December 2023. The lo... (3 pages)View decision -
Decision Reference DRN-5510233
12 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5510233 The complaint Mrs W complains that HSBC UK Bank Plc trading as First Direct (‘First Direct’) won’t refund the money she says was lost as the result of a scam. What happened Mrs W says a neighbour told her about a company offering investors the ability to invest in artwork. ... (5 pages)View decision -
Decision Reference DRN-5229692
11 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5229692 The complaint Mr W has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In February 2024, Mr W was cold called by scammers claiming to be from HM Revenue & Customs (HMRC). They told Mr W he hadn’t paid his... (3 pages)View decision -
Decision Reference DRN-5540949
11 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5540949 THE COMPLAINT Mrs W complains Barclays Bank UK PLC (“Barclays”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs W was initially represented by Refundee in this matter. However, they have since withdrawn from the case. WHAT HAPPENED The ci... (4 pages)View decision -
Decision Reference DRN-5586749
11 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldInvestmentsDRN-5586749 The complaint Mr D complains about the service he received during a number of telephone calls with the National Westminster Bank plc (‘Natwest’) about his investment. What happened On 2 October 2024, Mr D telephoned Natwest as he was having trouble completing a withdrawal r... (4 pages)View decision -
Decision Reference DRN-5348388
11 Aug 2025 Arval UK Limited Not upheldConsumer CreditDRN-5348388 The complaint Miss K complains that Arval UK Limited won’t refund to her the payments that she made for periods when she was unable to use the car that had been supplied to her under a hire agreement. What happened A new electric car was supplied to Miss K under a hire agree... (2 pages)View decision -
Decision Reference DRN-5540935
11 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5540935 THE COMPLAINT Dr W and Mrs W jointly hold an account with Barclays Bank UK PLC (“Barclays”). Mrs W complains Barclays will not reimburse her money she says she lost when she fell victim to a scam. Mrs W was initially represented by Refundee in this matter. However, they h... (3 pages)View decision -
Decision Reference DRN-5620170
11 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5620170 The complaint Mr A complains that Santander Consumer (UK) plc, trading as Santander Consumer Finance, collected the final payment due from him under a fixed sum loan agreement when a third party had also made that payment. What happened Mr A electronically signed a fixed sum... (3 pages)View decision -
Decision Reference DRN-5589582
11 Aug 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5589582 The complaint Mrs H’s complaint is about the conduct of Allianz Insurance Plc, trading as Pet Plan (‘Allianz’). Mrs H says Allianz treated her unfairly. What happened Mrs H took out a pet insurance policy with Allianz intended to cover a pet she adopted from an animal charit... (3 pages)View decision -
Decision Reference DRN-5742618
11 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5742618 The complaint Mr S complains about the decision by Aviva Insurance Limited (’Aviva’) to decline a claim made against his package bank account, ‘Tech pack’ mobile phone insurance policy. Much of Mr S’ dissatisfaction is about the actions of Aviva’s appointed agents. Aviva are... (6 pages)View decision
