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
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Decision Reference DRN-5492672
3 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5492672 The complaint Mrs D complains that National Westminster Bank Public Limited Company (NatWest) didn’t protect her from an investment scam. Mrs D is being supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs D in this decision. What happe... (5 pages)View decision -
Decision Reference DRN-5855006
3 Oct 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5855006 The complaint Ms G has complained because Accredited Insurance (Europe) Ltd declined her buildings insurance claim. What happened Ms G made a claim on her buildings insurance policy because part of the chimney was blown off the roof. Accredited declined the claim because it... (4 pages)View decision -
Decision Reference DRN-5319928
3 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5319928 The complaint Mrs M is unhappy that Lloyds Bank PLC haven’t refunded money she lost as a result of a scam. Mrs M is being represented by a claims management company but for ease of reading I’ll only refer to Mrs M in the decision. What happened The detailed background to t... (3 pages)View decision -
Decision Reference DRN-5749132
3 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5749132 The complaint Mr M complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) reported two late payment markers on his credit file, without contacting him in the agreed way. He wants his credit file amended, and the late payment mark... (3 pages)View decision -
Decision Reference DRN-5859092
3 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5859092 The complaint The estate of Ms B complains HSBC UK Bank Plc still hasn’t sent the proceeds of the late Ms B’s account to her next of kin. What happened Ms B lived abroad before passing away in 2016. She had an account with HSBC in the UK and an account abroad. She made no wi... (2 pages)View decision -
Decision Reference DRN-5592301
3 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5592301 The complaint Ms G and Ms S complain that Clydesdale Bank Plc, trading as Virgin Money, won’t reimburse a loss they suffered from fraud. They are also unhappy that Virgin Money didn’t close their account when instructed. What happened As the circumstances of this complaint a... (3 pages)View decision -
Decision Reference DRN-5521776
3 Oct 2025 Goldman Sachs International Bank Not upheldBanking and PaymentsDRN-5521776 The complaint Mr B complains that Goldman Sachs International Bank trading as Marcus by Goldman Sachs (“Marcus”) won’t refund a payment made as part of a scam. Mr B is being represented by a claims management company in bringing this complaint. What happened Mr B has an on... (2 pages)View decision -
Decision Reference DRN-5858296
3 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5858296 The complaint Mr M complains that on two occasions when visiting branches of HSBC UK Bank Plc, he experienced poor customer service and discrimination due to his race. What happened Mr M had a restriction on his current account meaning he had to go to branches of HSBC to wit... (2 pages)View decision -
Decision Reference DRN-5783159
3 Oct 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5783159 The complaint The settlor and beneficiary of the B Trust, Mrs B, has complained The Prudential Assurance Company (‘Prudential’) didn’t know the legal owner of the Trust’s policy. She says it was surrendered incorrectly and Prudential didn’t act as it should have done by allo... (9 pages)View decision -
Decision Reference DRN-5677219
3 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5677219 The complaint Mr W complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost to a recovery scam. What happened The events leading up to this complaint are known to both parties. In summary, between July 2023 and January 2024, Mr W fell victim to an ‘investment’... (4 pages)View decision
