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 401363 results
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Decision Reference DRN-5832680
22 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5832680 The complaint Mr H says Lendable Ltd irresponsibly lent to him. What happened Mr H took out two instalment loans from Lendable. The first, in September 2019, was for £13,000 over 48 months and the monthly repayments were £329.91. The second, in September 2021, was for £6,500... (4 pages)View decision -
Decision Reference DRN-5832630
22 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5832630 The complaint Mr K is unhappy that BUPA Insurance Limited declined a claim under a private health insurance policy (‘the policy’) for treatment he had in 2024. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’l... (3 pages)View decision -
Decision Reference DRN-5785546
22 Sep 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5785546 The complaint Miss G complains that Lowell Portfolio I LTD trading as Lowell Portfolio (Lowell) haven’t treated her fairly when dealing with her accounts. What happened Miss G has three accounts which were owned and serviced by Lowell, at the time of her complaint. One acco... (3 pages)View decision -
Decision Reference DRN-5608336
22 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5608336 The complaint Mr K complains that HSBC UK Bank Plc, won’t refund the money he lost to an investment scam. Mr K is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both partie... (7 pages)View decision -
Decision Reference DRN-5608328
22 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5608328 The complaint Mr K complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost to an investment scam. Mr K is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is w... (7 pages)View decision -
Decision Reference DRN-5832539
22 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5832539 The complaint Mr K complains that National Westminster Bank Plc (NatWest) won’t refund the money he lost to an investment scam. Mr K is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is wel... (7 pages)View decision -
Decision Reference DRN-5551820
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5551820 The complaint Mr S is unhappy Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened Mr S was looking to purchase flights online. He came across an advert on social media for a travel agency (“T”). He agreed to purchase a flight from it. He provided his card ... (2 pages)View decision -
Decision Reference DRN-5640884
22 Sep 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5640884 The complaint Mr and Mrs R have complained about the amount Tradex Insurance Company PLC has paid in settlement of their motor insurance claim under a policy in the name of Mr R. What happened The details of this complaint are well known to both parties, so I will not repeat... (2 pages)View decision -
Decision Reference DRN-5823143
22 Sep 2025 Ford Retail Limited Not upheldInsuranceDRN-5823143 The complaint Ms F complains that Ford Retail Limited trading as TrustFord (“Ford Retail”) mis-sold her a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, she says the policy didn’t offer fair value and they didn’t disclose to her they would be earning co... (5 pages)View decision -
Decision Reference DRN-5600698
22 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5600698 The complaint Mrs C is being represented by solicitors. She’s complaining about National Westminster Bank Public Limited Company because it declined to refund money she lost as a result of fraud. What happened Mrs C says she fell victim to a cruel investment scam after she w... (4 pages)View decision