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 374385 results
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Decision Reference DRN-5741538
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5741538 The complaint Miss I complains that National Westminster Bank Public Limited Company didn’t do enough (as the recipient bank) to prevent her losing money to what she says was a scam. What happened The detailed background to this complaint is well known to both parties. So, ... (3 pages)View decision -
Decision Reference DRN-5470513
27 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5470513 The complaint Mr A and Ms M are unhappy that HSBC UK Bank Plc decided not to refund them after they were the victims of a scam. Mr A and Ms M is bringing the complaint using a claims management company which I’ll refer to as J. What happened Mr A and Ms M invested in a comp... (6 pages)View decision -
Decision Reference DRN-5747673
27 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5747673 The complaint Mr B complains that Vanquis Bank Limited mis-sold a credit card to him and that it shouldn‘t have opened a credit card account for him. What happened Mr B had had two credit card accounts with Vanquis Bank, one that was opened in July 2014 and was closed in Apr... (4 pages)View decision -
Decision Reference DRN-5777259
27 Aug 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5777259 The complaint Ms W complains about a car supplied under a hire purchase agreement, provided by Zopa Bank Limited. What happened Around November 2023 Ms W acquired a used car under a hire purchase agreement with Zopa. The car is listed with a cash price of £17,289 on the agr... (7 pages)View decision -
Decision Reference DRN-5642629
27 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5642629 The complaint Miss M complains that U K Insurance Limited (“UKI”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, made by a European car-maker and first registered ... (4 pages)View decision -
Decision Reference DRN-5366808
27 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5366808 The complaint Mrs M complains that Lloyds Bank PLC won’t refund the money she lost as the result of a scam. Mrs M has been represented in her complaint by a firm of solicitors. What happened Mrs M says a friend told her about an opportunity to invest in a drinks business (wh... (4 pages)View decision -
Decision Reference DRN-5545897
27 Aug 2025 Topaz Finance Limited Not upheldMortgagesDRN-5545897 The complaint Ms M complains that Topaz Finance Limited trading as Heliodor Mortgages is incorrectly recording missed payments on her credit file. What happened Ms M has a mortgage with Heliodor. In May 2024, Ms M said that Heliodor recorded on her credit file that she had m... (3 pages)View decision -
Decision Reference DRN-5643552
27 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5643552 The complaint Mr N complains that Starling Bank Limited hasn’t refunded him after he fell victim to a scam. What happened Mr N heard about an investment opportunity with a party I’ll refer to as Company B. The premise of the investment was for Mr N to send funds to Company B... (3 pages)View decision -
Decision Reference DRN-5643572
27 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5643572 The complaint Mr N complains that The Royal bank of Scotland plc (RBS) hasn’t refunded him after he fell victim to a scam. What happened Mr N heard about an investment opportunity with a party I’ll refer to as Company B. The premise of the investment was for Mr N to send fun... (3 pages)View decision -
Decision Reference DRN-5616448
27 Aug 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5616448 The complaint Ms B complains that ReAssure Limited (ReAssure) didn’t apply a single premium contribution she wanted to make to her stakeholder pension. She said the matter had taken over six months and she still hadn’t had confirmation that it had been applied. She said the ... (5 pages)View decision
