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 381194 results
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Decision Reference DRN-5424081
25 Mar 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5424081 The complaint Mr Q complains that Cabot Credit Management Group Limited, trading as Cabot Financial (Europe) Limited are pursuing him for several debts which he says they haven’t evidenced they own. What happened A debt purchaser (DP) say they acquired three separate debts,... (7 pages)View decision -
Decision Reference DRN-4958184
25 Mar 2025 Quilter Financial Limited Not upheldInvestmentsDRN-4958184 The complaint Mrs F is represented by her daughter Miss S. She has complaint on their behalf about the advice and the quality of the documentation she received from Quilter Financial Limited (Quilter) in 2023. I should point out that I am aware of another complaint Mrs F ha... (3 pages)View decision -
Decision Reference DRN-5423559
25 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5423559 Complaint Mr G has essentially complained that National Westminster Bank Public Limited Company (“NatWest”) unfairly provided him with an overdraft that was unaffordable. He also says that it continued applying charges to his overdraft even after it should have realised tha... (4 pages)View decision -
Decision Reference DRN-5423446
25 Mar 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5423446 Complaint Mr K has essentially complained that The Royal Bank of Scotland Plc (“RBS”) unfairly provided him with an overdraft that was unaffordable. He also says that it continued applying charges to his overdraft even after it should have realised that he couldn’t sustaina... (5 pages)View decision -
Decision Reference DRN-4977868
25 Mar 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4977868 The complaint Miss A complains about the quality of a used car she acquired through a hire purchase agreement with Toyota Financial Services (UK) PLC trading as Redline Finance (‘Redline’). Miss A says that the car started to rust very quickly after she acquired it which ind... (3 pages)View decision -
Decision Reference DRN-5424010
25 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5424010 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost as the result of a scam. What happened In 2023, Mr S found an investment online for a company I’ll refer to as B. Mr S says he saw positive reviews about B, that B’s website looked prof... (4 pages)View decision -
Decision Reference DRN-5000890
25 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5000890 The complaint Mr and Mrs S complain that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost as the result of a scam. What happened In 2023, Mr S found an investment online for a company I’ll refer to as B. Mr S says he saw positive reviews about B, that B’s website ... (3 pages)View decision -
Decision Reference DRN-5261868
24 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5261868 The complaint Mr and Mrs S complain about AXA Insurance UK Plc’s settlement offer following a claim for storm damage to their home. Both Mr and Mrs S are named policyholders on their AXA policy, so any claim or complaint is brought by them both. But for simplicity, and becau... (4 pages)View decision -
Decision Reference DRN-5353182
24 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5353182 The complaint Mr O complains about Barclays Bank UK PLC blocking his card and leaving him in a vulnerable position when he was overseas. What happened Prior to travelling to Country A, Mr O contacted Barclays to let them know he planned to use his account and card in that co... (5 pages)View decision -
Decision Reference DRN-4970443
24 Mar 2025 HSBC UK Bank Plc Not upheldInvestmentsDRN-4970443 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct (‘First Direct’) unreasonably prevented him from responding to a rights issue for stock held in his share dealing account. What happened Mr B holds an online share dealing account with First Direct. ... (4 pages)View decision
