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-5647503
25 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5647503 The complaint Mrs D complains that National Westminster Bank Plc won’t reimburse her for funds that she says she was scammed out of. Mrs D has appointed professional representatives for this complaint, but for ease of reading I’ll only refer to Mrs D in this decision. What... (2 pages)View decision -
Decision Reference DRN-5705664
25 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5705664 The complaint Ms A complains Nationwide Building Society (NBS) stopped issuing certificates of interest. She also complains about the service she has received from NBS. What happened Ms A complains NBS has stopped sending her certificates of interest for her savings accounts... (4 pages)View decision -
Decision Reference DRN-5583339
25 Jul 2025 Black Horse Limited UpheldConsumer CreditDRN-5583339 The complaint Mr C complains that Black Horse Limited, trading as Jaguar Financial Services (J,FS) increased the interest rate on a finance offer. He doesn’t feel this is fair. To put this right, he would like JFS to honour its original offer or to compensate him for the di... (2 pages)View decision -
Decision Reference DRN-5311894
25 Jul 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5311894 The complaint Mr G complains that a car supplied to him under a hire agreement with Ald Automotive Limited trading as Kia Contract Hire (KCH) was of unsatisfactory quality. What happened In December 2022 Mr G entered into a hire agreement with KCH to acquire a brand-new car... (3 pages)View decision -
Decision Reference DRN-5447607
25 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5447607 The complaint Mr L and Ms L complain Lloyds Bank General Insurance Limited (Lloyds) declined the claim they made under their home insurance policy. This complaint has been bought by both Mr L and Ms L, but as Ms L has been leading in this complaint, and for ease, I’ve referr... (3 pages)View decision -
Decision Reference DRN-5647776
25 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5647776 The complaint Mrs S complains that Revolut Ltd won’t refund money she lost when she fell victim to a scam. What happened In November 2023, Mrs S fell victim to an impersonation scam. She states she’d just paid for her citizenship application when she received a call from so... (3 pages)View decision -
Decision Reference DRN-5537796
25 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5537796 The complaint Mr S complains Monzo Bank Ltd unfairly closed his account and recorded a Cifas marker. What happened The details that led to Mr S bringing this complaint are not in dispute and were relayed by our investigator when they gave their view, so I won’t repeat them h... (2 pages)View decision -
Decision Reference DRN-5480805
25 Jul 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5480805 The complaint Mr P complains that St. James’s Place Wealth Management Plc (‘SJP’) gave him unsuitable advice to invest regular monthly contributions into an investment-based Individual Savings Account (ISA). He also says that, despite being charged an Ongoing Advice Charge (... (5 pages)View decision -
Decision Reference DRN-5687772
25 Jul 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5687772 The complaint Mr P complains that Marsh Finance & Commercial Limited (“Marsh”) provided him with a hire purchase agreement that wasn’t affordable for him. What happened In October 2023, Marsh provided Mr P with a hire purchase agreement, for a used car, through a credit... (3 pages)View decision -
Decision Reference DRN-5476041
25 Jul 2025 PMGI Limited Not upheldInsuranceDRN-5476041 The complaint Mr and Mrs W complain that PMGI Limited gave incorrect information about the cover available under their Family Legal Protection (FLP) insurance policy and didn’t pass on a claim. Where I refer to PMGI Limited, this includes the actions of its agents and claim... (3 pages)View decision