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-5665202
7 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5665202 The complaint Mr C has complained the way Admiral Insurance (Gibraltar) Limited dealt with a claim he made under his car insurance policy. What happened Mr C made a claim to Admiral for damage to his car. Mr C wanted Admiral to repair his car. Admiral appointed an approved r... (3 pages)View decision -
Decision Reference DRN-5133837
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5133837 The complaint Mr O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”), have failed to refund money that he lost as part of an investment scam. What happened Mr O came across a company that purported to be an investment firm, but he says it was actual... (2 pages)View decision -
Decision Reference DRN-5146987
7 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5146987 The complaint Mr O complains that Revolut Ltd (“Revolut”), have failed to refund money that he lost as part of an investment scam. What happened Mr O came across a company that purported to be an investment firm, but he says it was actually a scammer that I will call C. Mr O... (2 pages)View decision -
Decision Reference DRN-5457142
7 Aug 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5457142 The complaint With the help of a professional representative (PR), Mrs V complains that FirstRand Bank Limited trading as Motonovo Finance (Motonovo) lent to her irresponsibly. For ease, I’ll refer to the PR’s actions as being those of Mrs V. What happened Mrs V had the foll... (4 pages)View decision -
Decision Reference DRN-5650788
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5650788 The complaint Mr and Mrs R complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money they lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Mr and Mr... (8 pages)View decision -
Decision Reference DRN-5545645
7 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5545645 The complaint Mr I complains that HSBC UK Bank Plc didn’t do enough to prevent him losing money to a job scam. He is also unhappy with the customer service he received. What happened The detailed background to this complaint is well known to both parties. So, I’ll only prov... (2 pages)View decision -
Decision Reference DRN-5545642
7 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5545642 The complaint Mr I complains that Revolut Ltd didn’t do enough to prevent him losing money to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In 2024, Mr I w... (2 pages)View decision -
Decision Reference DRN-5619372
7 Aug 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5619372 The complaint Mrs M complains Lowell Portfolio I Ltd trading as Lowell provided really poor customer service when dealing with fraudulent debts. Mr M has supported Mrs M in bringing this complaint, so I’ll also refer to him in this decision. What happened In April 2023 Mrs M... (4 pages)View decision -
Decision Reference DRN-5596569
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5596569 The complaint B, a limited company, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money they lost as the result of a scam. Mr R, a director of B, brings the complaint on B’s behalf. What happened The background to this complai... (7 pages)View decision -
Decision Reference DRN-5545648
7 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5545648 The complaint Mr I complains that Monzo Bank Ltd didn’t do enough to prevent him losing money to a job scam. He is also unhappy with the service provided. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overvie... (3 pages)View decision