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 380824 results
-
Decision Reference DRN-5704678
8 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5704678 The complaint Mr and Mrs W complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t reimburse them after they fell victim to an authorised push payment (APP) scam. What happened In October 2019, Mr and Mrs W invested £20,000 in a company I’ll call ‘D... (4 pages)View decision -
Decision Reference DRN-5669581
8 Oct 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5669581 The complaint Miss W has complained about the way that West Bay Insurance Plc handled her claim under her motor policy following an accident. What happened Miss W was involved in a road traffic accident with another driver on 6 December 2022. She maintained the accident wa... (4 pages)View decision -
Decision Reference DRN-5846770
8 Oct 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5846770 The complaint Mr C complains about incorrect quotes he believed he received from RCI Financial Services Limited trading as Mobilize Financial Services (“RCI”) when he enquired about purchasing a battery from them. What happened In July 2020, Mr C acquired a battery which wa... (3 pages)View decision -
Decision Reference DRN-5780317
8 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5780317 The complaint Mrs W, who is represented, complains that National Westminster Bank Plc (‘NatWest’) won’t reimburse funds she lost from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In August 2... (3 pages)View decision -
Decision Reference DRN-5852997
8 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5852997 The complaint Mr C complains that HSBC UK Bank Plc deleted payees from his list of saved payees. What happened In May 2025 Mr C wanted to make a payment to his mother in respect of his share of a meal out. He discovered that her details, and those of a number of other payees... (2 pages)View decision -
Decision Reference DRN-5756910
8 Oct 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5756910 The complaint Mrs S complains about end of contract charges when her agreement with Ald Automotive Limited ended. What happened In April 2021 Mrs S was supplied with a car and entered into a hire agreement with Ald Automotive. Following the return of the car in April 2025, A... (3 pages)View decision -
Decision Reference DRN-5672508
8 Oct 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5672508 The complaint Mr S complains that Metro bank PLC unfairly closed his account. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr S had an account with Metro that h... (3 pages)View decision -
Decision Reference DRN-5632479
8 Oct 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5632479 The complaint Mrs K, who is represented by a third party, complains that Santander Consumer (UK) Plc, trading as Mazda Financial Services (“Mazda Financial Services”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In Novem... (3 pages)View decision -
Decision Reference DRN-5327697
8 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5327697 The complaint Mr H and Mrs H, who operate as a business partnership, are unhappy that Lloyds Bank PLC undertook collections and recoveries procedures on the partnership’s accounts and used money in the partnerships business current account (“BCA”) to reduce the balance outst... (4 pages)View decision -
Decision Reference DRN-5651620
8 Oct 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5651620 The complaint Mr B says that after he made a claim on his motor insurance policy, First Central Insurance Management Limited unfairly delayed in paying him a settlement sum for his stolen car. What happened Mr B’s car and a van he used for work were stolen from his driveway ... (2 pages)View decision
