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-5546710
21 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5546710 The complaint Mr S complains that he was mis sold a finance agreement in relation to a car that was supplied through a hire purchase agreement with Black Horse Limited trading as Jaguar Financial Services (BHL). As a note, Mr S has been represented during the complaint. For ... (3 pages)View decision -
Decision Reference DRN-5122338
21 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5122338 The complaint Mr K complains that HSBC UK Bank Plc did not reimburse the funds he says he lost to a scam. What happened Mr K came across an investment opportunity in a company I’ll call ‘HS’ for the purpose of this decision. HS had several different building projects they we... (3 pages)View decision -
Decision Reference DRN-5277439
21 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5277439 The complaint Mr M complains that Monzo Bank Ltd didn’t provide sufficient protection against a scam resulting in him losing £16,668.87. He wants the money he lost refunded along with statutory interest and £1,000 for the distress and inconvenience he has been caused while d... (3 pages)View decision -
Decision Reference DRN-5389397
21 Aug 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5389397 The complaint Mr P complains that Yorkshire Building Society (YBS) didn’t do enough to protect him from financial harm. He said he was the victim of an impersonation scam and wants the amount he lost, £3,320, refunded along with interest and £300 compensation for the upset h... (3 pages)View decision -
Decision Reference DRN-5085429
21 Aug 2025 Phoenix Life CA Limited Not upheldInvestmentsDRN-5085429 The complaint Mr and Mrs F have complained they received conflicting information from Phoenix Life CA Limited (‘Phoenix’) about the amount of funds invested into their Standard Cannon Bond Plan (‘the Plan’). Phoenix says it returned £2,000 to them but Mr and Mrs F say this w... (3 pages)View decision -
Decision Reference DRN-5232044
21 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5232044 The complaint Mr F complains that J.P. Morgan Europe Limited trading as Chase should have done more to assist him when he was the victim of a scam. What happened Mr F has explained that he read about an investment online which would guarantee high returns each month. He subm... (3 pages)View decision -
Decision Reference DRN-5552698
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5552698 The complaint Ms B complains that Barclays Bank UK PLC won’t provide her with a refund when she lost money to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events ... (4 pages)View decision -
Decision Reference DRN-5671674
21 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5671674 Complaint Miss L complains that Moneybarn No.1 Ltd (“Moneybarn”) unfairly entered into a conditional- sale agreement with her. She’s said the agreement was unaffordable for her. Background In February 2019, Moneybarn provided Miss L with finance for a used car. The cash pri... (3 pages)View decision -
Decision Reference DRN-5599708
20 Aug 2025 AWP P&C S.A. Not upheldInsuranceDRN-5599708 The complaint Mr B has complained that AWP P&C S.A. (“AWP”) unfairly declined a claim he made under his home emergency policy. What happened In August 2024, Mr B found a leak at his property and contacted AWP to make a claim under his home emergency policy. A few days la... (4 pages)View decision -
Decision Reference DRN-5530733
20 Aug 2025 Ulster Bank Ltd Not upheldBanking and PaymentsDRN-5530733 THE COMPLAINT Mrs G and Mr G holds/held an account with Ulster Bank Ltd (“Ulster”). Mr G complains Ulster will not reimburse him money he says he lost when he fell victim to a scam. The representative in this matter is CEL Solicitors (“CEL”). However, where appropriate, I... (4 pages)View decision