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 368546 results
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Decision Reference DRN-4880918
28 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4880918 The complaint Mr H is unhappy that HSBC UK Bank Plc (trading as First Direct) has decided not to refund him after he says he was the victim of a scam. Mr H is bringing his complaint via a professional representative, I’ll refer to them as J. What happened Mr H decided to i... (4 pages)View decision -
Decision Reference DRN-5580615
28 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5580615 The complaint Mrs F complains about how Aviva Insurance Limited handled, settled and recorded a claim made on her motor insurance policy. She wants it to change its systems and to amend how the claim is recorded. Mrs F is represented in this matter by Mr F. What happened Mr... (2 pages)View decision -
Decision Reference DRN-5553018
28 May 2025 Santander UK Plc Not upheldMortgagesDRN-5553018 The complaint Mr C complains that Santander UK Plc applied a preferential interest rate product to his joint mortgage without his consent. Mr C asks that Santander accepts he didn’t agree to the new terms and that he no longer wants his name on the mortgage account. What hap... (2 pages)View decision -
Decision Reference DRN-5557157
28 May 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5557157 The complaint Mr P complains that Marshmallow Insurance Limited hasn’t paid him a settlement and a compensation payment following a claim made on his motor insurance policy. He wants compensation for the delayed payments. What happened Mr P was involved in an accident, and h... (2 pages)View decision -
Decision Reference DRN-5462158
28 May 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5462158 The complaint Mr T has complained that Aviva Life & Pensions UK Limited (“Aviva”) caused a delay in transferring the value of his two pension plans he held with it to a Self-Invested Personal Pension (“SIPP”). He believes this delay prevented him from making timely inves... (5 pages)View decision -
Decision Reference DRN-5139945
28 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5139945 The complaint Mr K complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t reimburse money he lost when he fell victim to an employment scam. What happened Mr K sent payments to his own cryptocurrency account which he then passed to the scammer in April ... (2 pages)View decision -
Decision Reference DRN-5244330
28 May 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5244330 The complaint Mr D complains that the car he acquired through Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services (“VFS”), wasn’t of satisfactory quality. He is unhappy with the way it investigated his complaint, and he wants some compensation for ... (4 pages)View decision -
Decision Reference DRN-5224492
28 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5224492 The complaint Ms H complains that Monzo Bank Ltd won’t refund the money she lost as the result of a scam. What happened The background to the complaint is well known to the parties, so I’ll simply summarise it here. Briefly, Ms H’s mother was looking for work, and was contac... (4 pages)View decision -
Decision Reference DRN-5588105
28 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5588105 The complaint Mr M has complained about Wise Payments Limited not refunding several payments he says he made and lost to an authorised push payment (APP) investment and recovery scam. What happened The background to this complaint is well known to both parties, so I won’t re... (5 pages)View decision -
Decision Reference DRN-5314024
28 May 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5314024 The complaint Miss H complains that Clydesdale Bank Plc (trading as Virgin Money) have declined to refund her for transactions she says came as a result of a scam. She’d like the money returned to her. What happened Miss H has appointed representatives for her complaint, bu... (3 pages)View decision
