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-5904109
30 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5904109 The complaint Mr and Mrs O complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t reimburse payments they made to what they now believe to be a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat eve... (4 pages)View decision -
Decision Reference DRN-5898064
30 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5898064 The complaint Miss W complains she was misled about a finance agreement she entered into with Black Horse Limited (‘Black Horse’). She says she wasn’t told about the total amount she would repay and she was told she couldn’t exit the agreement within the cooling off period. ... (5 pages)View decision -
Decision Reference DRN-5916468
30 Oct 2025 The On-Line Partnership Limited UpheldPensions and AnnuitiesDRN-5916468 The complaint Mr S has complained to the On-Line Partnership Limited (‘On-Line’) about the advice he received to transfer his former employer’s defined benefit (‘DB’) pension scheme to a Self-Invested Personal Pension (‘SIPP’). Mr S is being represented in this complaint by... (7 pages)View decision -
Decision Reference DRN-5710437
30 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5710437 The complaint V, a company, complains about a claim it made on its Aviva Insurance Limited (‘Aviva’) film and media insurance policy, which Aviva declined to cover. V says Aviva treated it unfairly. V’s complaint is brought by Mr H, but I shall refer to all submissions as be... (2 pages)View decision -
Decision Reference DRN-5916660
30 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5916660 The complaint Miss I is being represented by a claims manager. She’s complaining about Santander UK Plc because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss I fell victim to a cruel job scam. After someone claiming to be a recruiter co... (7 pages)View decision -
Decision Reference DRN-5721158
30 Oct 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5721158 The complaint Mr E complains that Jaja Finance Ltd lent irresponsibly when it approved his credit card application. What happened Mr E applied for a Jaja credit card in May 2024. In his application Mr E said he had an annual income of £29,500 that Jaja calculated left him w... (2 pages)View decision -
Decision Reference DRN-5389135
30 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5389135 The complaint Mrs B complains that HSBC UK Bank Plc (“HSBC”) allowed money to be misappropriated from a joint account held with her late husband. What happened Mrs and Mrs B had joint accounts with HSBC. Sadly, Mr B passed away in the late hours of 10 March 2024. On 12 Marc... (3 pages)View decision -
Decision Reference DRN-5729105
30 Oct 2025 Equifax Limited UpheldConsumer CreditDRN-5729105 The complaint Mr S complains Equifax Limited allowed a fraudster to set up a second account and compromise his personal data. What happened Mr S was unfortunately the victim of fraud previously. To safeguard himself from this potentially happening again, he changed a lot of ... (3 pages)View decision -
Decision Reference DRN-5892537
30 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5892537 The complaint Mr E complains that HSBC UK Bank Plc accepted a payment from him for a business he believes was fraudulent. He’d like these losses reimbursed to him. What happened The background to this case is well known to both parties, so I shall cover it only briefly here... (3 pages)View decision -
Decision Reference DRN-5484576
30 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5484576 The complaint Mr C brings the complaint on behalf of C, a limited company. He’s unhappy that TSB Bank plc closed C’s bank account. What happened Mr C has told us that: • In August 2024 he was contacted and asked to provide information about his business and how C used its ... (3 pages)View decision
