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 375868 results
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Decision Reference DRN-5316824
28 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5316824 The complaint Ms A complains Starling Bank Limited (“Starling”) didn’t do enough to protect her when she fell victim to a scam or recover the funds she lost. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details h... (3 pages)View decision -
Decision Reference DRN-5670989
28 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5670989 The complaint Mrs K complains Liverpool Victoria Insurance Company Limited handled a motor insurance claim poorly. What happened In January 2025 Mrs K’s car was damaged, whilst being driven by her daughter, in a collision with a third-party. Mrs K claimed for the loss again... (2 pages)View decision -
Decision Reference DRN-5751325
28 Aug 2025 Covea Insurance plc Not upheldInsuranceDRN-5751325 The complaint Ms P complains that Covea Insurance plc refused to pay a claim on her motor insurance policy then cancelled it as if it hadn't existed, known as voidance. Ms P’s policy is branded in the name of a motoring organisation. But Covea underwrites the policy and... (3 pages)View decision -
Decision Reference DRN-5741538
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5741538 The complaint Miss I complains that National Westminster Bank Public Limited Company didn’t do enough (as the recipient bank) to prevent her losing money to what she says was a scam. What happened The detailed background to this complaint is well known to both parties. So, ... (3 pages)View decision -
Decision Reference DRN-5470513
27 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5470513 The complaint Mr A and Ms M are unhappy that HSBC UK Bank Plc decided not to refund them after they were the victims of a scam. Mr A and Ms M is bringing the complaint using a claims management company which I’ll refer to as J. What happened Mr A and Ms M invested in a comp... (6 pages)View decision -
Decision Reference DRN-5747673
27 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5747673 The complaint Mr B complains that Vanquis Bank Limited mis-sold a credit card to him and that it shouldn‘t have opened a credit card account for him. What happened Mr B had had two credit card accounts with Vanquis Bank, one that was opened in July 2014 and was closed in Apr... (4 pages)View decision -
Decision Reference DRN-5777259
27 Aug 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5777259 The complaint Ms W complains about a car supplied under a hire purchase agreement, provided by Zopa Bank Limited. What happened Around November 2023 Ms W acquired a used car under a hire purchase agreement with Zopa. The car is listed with a cash price of £17,289 on the agr... (7 pages)View decision -
Decision Reference DRN-5642629
27 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5642629 The complaint Miss M complains that U K Insurance Limited (“UKI”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, made by a European car-maker and first registered ... (4 pages)View decision -
Decision Reference DRN-5366808
27 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5366808 The complaint Mrs M complains that Lloyds Bank PLC won’t refund the money she lost as the result of a scam. Mrs M has been represented in her complaint by a firm of solicitors. What happened Mrs M says a friend told her about an opportunity to invest in a drinks business (wh... (4 pages)View decision -
Decision Reference DRN-5545897
27 Aug 2025 Topaz Finance Limited Not upheldMortgagesDRN-5545897 The complaint Ms M complains that Topaz Finance Limited trading as Heliodor Mortgages is incorrectly recording missed payments on her credit file. What happened Ms M has a mortgage with Heliodor. In May 2024, Ms M said that Heliodor recorded on her credit file that she had m... (3 pages)View decision
