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 364862 results
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Decision Reference DRN-5346498
27 Mar 2025 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-5346498 The complaint Mr and Mrs C complain that Allied World Assurance Company (Europe) dac declined a loss of rent claim on their commercial property insurance policy. What happened Mr and Mrs C own a property which they let to tenants. In December 2022 there was an escape of wate... (3 pages)View decision -
Decision Reference DRN-5369670
27 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5369670 The complaint Mr A complains about the service he received from Santander UK Plc (“Santander”) when it applied a block to his online banking following an attempt by him to make a payment of £300. In particular, Mr A feels the questions asked of him to have the block lifted w... (4 pages)View decision -
Decision Reference DRN-5207084
27 Mar 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5207084 The complaint Mr W has complained that Creation Consumer Finance Ltd “Creation” sought to collect payments under a credit agreement before the product was fully delivered and installed. What happened Mr W bought a solar panel system (the system) for his home in early 2022. ... (3 pages)View decision -
Decision Reference DRN-5245304
27 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5245304 The complaint Mrs N complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) will not refund the money she lost when she was the victim of a scam. What happened Mrs N had previously been the victim of several different scams, these included an investment sca... (4 pages)View decision -
Decision Reference DRN-5194581
27 Mar 2025 Saxo Capital Markets UK Ltd Not upheldInvestmentsDRN-5194581 The complaint Mr and Mrs H complaint about the service they received from Saxo Capital Markets UK Limited (“Saxo”). They say Saxo terminated their account and liquidated their holdings, without warning. So, to put things right, they’d like their shares reinstated and compen... (6 pages)View decision -
Decision Reference DRN-5318694
27 Mar 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5318694 The complaint Mrs S complains about how Barclays Bank UK PLC handled her mortgage application and that it reduced the amount it was prepared to lend to her. What happened Mrs S had an existing joint mortgage with Barclays. She wanted to remove her ex-partner from the mortgag... (2 pages)View decision -
Decision Reference DRN-5245326
27 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5245326 The complaint Mrs N complains that HSBC UK Bank Plc will not refund the money she lost when she was the victim of a scam. What happened Mrs N had previously been the victim of several different scams, these included an investment scam in 2021, a recovery scam in 2022, and –... (4 pages)View decision -
Decision Reference DRN-5245349
27 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5245349 The complaint Mrs N complains that Monzo Bank Ltd will not refund the money she lost when she was the victim of a scam. What happened Mrs N had previously been the victim of several different scams, these included an investment scam in 2021, a recovery scam in 2022, and – i... (4 pages)View decision -
Decision Reference DRN-4798666
27 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4798666 The complaint Mrs B complains Bank of Scotland plc trading as Halifax won’t reimburse money she lost when she fell victim to an investment scam. What happened In 2022 Mrs B lost over £170,000 to a crypto investment scam. She was tricked into believing she was investing in cr... (3 pages)View decision -
Decision Reference DRN-5245363
27 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5245363 The complaint Mrs N complains that J.P. Morgan Europe Limited (trading as Chase) will not refund the money she lost when she was the victim of a scam. What happened Mrs N had previously been the victim of several different scams, these included an investment scam in 2021, a... (4 pages)View decision
