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 381196 results
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Decision Reference DRN-5775964
26 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5775964 The complaint Ms Y complains National Westminster Bank Public Limited Company (NatWest) treated her account with them as dormant without notification. Ms Y is also unhappy with the service provided by NatWest trying to sort out what had happened with the account closure. W... (3 pages)View decision -
Decision Reference DRN-5780885
26 Sep 2025 Skrill Limited UpheldBanking and PaymentsDRN-5780885 The complaint Miss L complains that Skrill Limited won’t fully reimburse money she lost to a scam. What happened Miss L fell victim to a scam. She reported it to Skrill. It eventually decided to reimburse her under the FPS Reimbursement Rules (“the Reimbursement Rules”) min... (2 pages)View decision -
Decision Reference DRN-5574354
26 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5574354 The complaint Mr P is unhappy with the decision made by Intact Insurance UK Limited (Intact) following a claim for storm damage under his residential property insurance policy. Mr P is being represented by Mrs K for the purposes of his complaint to this Service. For ease of... (3 pages)View decision -
Decision Reference DRN-5562207
26 Sep 2025 EE Limited Not upheldConsumer CreditDRN-5562207 The complaint Mrs S complains about the information given to her by EE Limited, when she took out a fixed sum loan agreement to pay for a mobile telephone handset. What happened In October 2024, Mrs S went to an EE store and spoke to a sales advisor about changing her handse... (4 pages)View decision -
Decision Reference DRN-5494979
26 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5494979 The complaint Mr H is unhappy that Lloyds Bank UK Plc decided not to refund it after Mr H says it was the victim of a scam. Mr H is using a professional representative to bring this complaint. I’ll refer to them as F. What happened Mr H entered into an investment opportuni... (3 pages)View decision -
Decision Reference DRN-5735101
26 Sep 2025 Right Choice Insurance Brokers Ltd Not upheldInsuranceDRN-5735101 The complaint Mr P complains that Right Choice Insurance Brokers Ltd (RCIB) charged him for a motor insurance policy that included his wife as a named driver, but didn't provide cover for her. Mr P’s been helped to bring this complaint by a relative. But for ease of rea... (3 pages)View decision -
Decision Reference DRN-5258743
26 Sep 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5258743 The complaint Mr M complains that Metro Bank PLC hasn’t reimbursed a payment that was made from his account to a safe account scam. What happened Mr M received a call from someone he thought was part of Metro’s fraud team. They told him there was suspicious activity on his a... (4 pages)View decision -
Decision Reference DRN-5697269
26 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5697269 The complaint Miss F complains National Westminster Bank Plc (NatWest) acted irresponsibly when making their decision to lend to her. What happened In June 2024, Miss F took out a personal loan with NatWest for £14,100. The agreement required her to make 60 monthly repayment... (5 pages)View decision -
Decision Reference DRN-5343869
26 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5343869 The complaint Mr D complains Barclays Bank UK PLC trading as Barclaycard (Barclaycard) is holding him liable for transactions made on his credit card that he considers fraudulent. What happened Mr D raised concerns when it came to his attention that Barclaycard had taken a ... (4 pages)View decision -
Decision Reference DRN-5612732
26 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5612732 The complaint Mr E complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam. What happened Between 1 September and 19 November 2023 Mr E made debit card payments totalling around £11,000 from his Revolut account to a c... (4 pages)View decision
