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 381082 results
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Decision Reference DRN-5682081
30 Oct 2025 Halfords Limited UpheldConsumer CreditDRN-5682081 The complaint Mr F has complained about the way Halfords Limited brokered a fixed sum loan agreement. What happened The circumstances of the complaint are well known to the parties, so I’m not going to go over everything again in detail. But to summarise, Mr F said he took ... (3 pages)View decision -
Decision Reference DRN-5862604
30 Oct 2025 Protector Insurance UK Not upheldInsuranceDRN-5862604 The complaint Mr J and Mrs J complains that Protector Insurance UK hasn’t covered the cost of their claim, and has provided poor service. Mr J and Mrs J are both party to this complaint. Mr J has primarily dealt with this service. For ease of reference, I have referred to M... (2 pages)View decision -
Decision Reference DRN-5684743
30 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5684743 The complaint Mrs T’s complaint is about a claim she made on her U K Insurance Limited trading as Churchill (‘UKI’) legal expenses insurance policy. Mrs T is unhappy with the way in which UKI handled her claim. What happened Mrs T made a claim on her UKI legal expenses insu... (2 pages)View decision -
Decision Reference DRN-5650522
30 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5650522 The complaint Miss K is complaining that Revolut Ltd won’t refund a payment she made as part of a scam. What happened Miss K was selling some items on an online marketplace and she was contacted by someone (“the scammer”) claiming to be a buyer. The scammer said they’d paid ... (3 pages)View decision -
Decision Reference DRN-5634856
30 Oct 2025 Federal Capital Limited Not upheldBanking and PaymentsDRN-5634856 The complaint Miss W complains that Federal Capital Limited behaved unreasonably in pursuing her for debts of a company she was director of under a personal guarantee. She would like to be compensated. What happened Miss W was the director of a company. In November 2023 thi... (2 pages)View decision -
Decision Reference DRN-5629077
30 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5629077 The complaint Mr I complains Lloyds Bank PLC unfairly closed his accounts and wrongly loaded a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to bo... (4 pages)View decision -
Decision Reference DRN-5726827
30 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5726827 The complaint Mr A complains Barclays Bank UK PLC (“Barclays”) hasn’t refunded money he said he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr A told us he was looki... (3 pages)View decision -
Decision Reference DRN-5865761
30 Oct 2025 Federal Capital Limited Not upheldBanking and PaymentsDRN-5865761 The complaint Mr B complains in his capacity of a guarantor for a business loan, that Federal Capital Limited (“FCL”) has acted unfairly and aggressively in pursuing him for repayment of the loan. What happened Mr B is the director of a limited company, which I’ll call C. In... (4 pages)View decision -
Decision Reference DRN-5839279
30 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5839279 The complaint Mr D and Ms H complained because Bank of Scotland plc initially refused to refund them for a transaction they said they hadn’t authorised. It then refunded them. What happened On 7 June 2025, Mr D contacted Bank of Scotland by chat to dispute a payment. It was... (6 pages)View decision -
Decision Reference DRN-5848864
30 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5848864 The complaint Ms M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”), have failed to refund money that she lost as part of an investment scam. What happened Ms M was introduced by a friend to a company that purported to be an investment firm, but ... (3 pages)View decision
