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 392389 results
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Decision Reference DRN-5339762
3 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5339762 The complaint Mr R complains about Admiral Insurance (Gibraltar) Limited’s administration of his motor insurance policy. All references to Admiral also include its appointed agents. What happened Below is intended to be a summary of the key issues forming this complaint. The... (3 pages)View decision -
Decision Reference DRN-5077540
3 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5077540 The complaint Mr R complains that HSBC UK Bank Plc (HSBC) won’t reimburse the funds he lost when he fell victim to a scam. Mr R is represented in his complaint by a professional third party, but for ease, I will continue to refer to Mr R throughout this complaint. What happe... (4 pages)View decision -
Decision Reference DRN-5267012
3 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5267012 The complaint Mr P has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr P opened an account with Revolut in January 2024. He told them he’d set up his own reselling business and was in the process of or... (2 pages)View decision -
Decision Reference DRN-5279034
3 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5279034 The complaint Mr L complained because Barclays Bank UK PLC refused to refund him for transactions he said he hadn’t authorised. What happened On 31 July 2024, Mr L contacted Barclays and reported a number of disputed payments on his account. These had taken place on 30 July... (3 pages)View decision -
Decision Reference DRN-5407079
3 Apr 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5407079 The complaint Mr I complains that Capital One (Europe) plc unfairly recorded missed payments on his credit file. What happened In September 2024, Mr I reached out to Capital One because of a change in his circumstances. Unfortunately, Mr I was no longer able to meet his rep... (3 pages)View decision -
Decision Reference DRN-5452323
3 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5452323 The complaint Mr and Mrs C complain that Barclays Bank UK PLC should pay them more compensation than it has offered after they were locked out of online banking. What happened Mr and Mrs C relied on receiving monthly paper statements and using Barclays’ online banking servic... (3 pages)View decision -
Decision Reference DRN-5330376
3 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5330376 The complaint Mr and Mrs H complain that Santander UK Plc (“Santander”) won’t refund the money they lost when they fell victim to a scam. What happened Between July 2019 and October 2020, Mr and Mrs H invested £56,000 in a company called Buy2let/Raedex Consortium Ltd – “R”. ... (7 pages)View decision -
Decision Reference DRN-5237437
3 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5237437 The complaint Mr R has complained Santander UK plc is asking him to repay a personal loan he didn’t take out. What happened In 2024, Mr R fell for an investment scam. Mr R initially invested £200 and quickly invested more. As part of this scam, Mr R believed the scammers app... (2 pages)View decision -
Decision Reference DRN-5401399
3 Apr 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5401399 The complaint Miss U has complained about the quality of a car provided on finance by MotoNovo Finance Limited (MotoNovo). What happened MotoNovo supplied Miss U with a used car on a hire purchase agreement in June 2022. The cash price of the car was around £7,000 and it ha... (8 pages)View decision -
Decision Reference DRN-5374955
3 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5374955 The complaint Mr F complains that AXA Insurance UK Plc (“AXA”) unfairly held him at fault for a collision he was involved in, under his motor insurance policy. What happened In April 2023 Mr F was involved in a collision with a van. He contacted AXA and it was agreed he wou... (4 pages)View decision