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 375868 results
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Decision Reference DRN-5292947
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5292947 The complaint Miss D complains that Barclays Bank UK PLC (“Barclays”), have failed to refund money that she lost as part of an investment scam. What happened Miss D came across a company that purported to be a trading advice service, but she says it was actually a scammer th... (3 pages)View decision -
Decision Reference DRN-5498581
31 Jul 2025 British Friendly Society Limited Not upheldInsuranceDRN-5498581 The complaint Miss M is unhappy with how her claim on her income protection policy was handled by British Friendly Society Limited. What happened Miss M has an income protection policy underwritten by British Friendly Society Limited with a deferred period of one week. In ... (3 pages)View decision -
Decision Reference DRN-5549147
31 Jul 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5549147 The complaint Mrs E complained about First Central Underwriting Limited’s (“First Central”) handling of her claim following the theft of her car, under her motor insurance policy. What happened Mrs E’s car was stolen on 28 November 2024, and so she contacted First Central to... (3 pages)View decision -
Decision Reference DRN-5688585
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5688585 The complaint Ms N complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”), have failed to refund money that she lost as part of a scam. What happened Ms N met a person online. After a few months this person who I will call C persuaded Ms N using a number... (2 pages)View decision -
Decision Reference DRN-5363569
31 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5363569 The complaint Mr B is unhappy with Nationwide Building Society’s (Nationwide) handling of his refund claims. What happened Mr B purchased two mobile phones and two chargers on 16 November 2024 from a supplier I shall call D using his Nationwide debit card. He said these wer... (5 pages)View decision -
Decision Reference DRN-5142925
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5142925 The complaint Miss C complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost when she was the victim of blackmail. Miss C brings her complaint with the assistance of a family member. For ease of reading within this final decision, I will refer solely to Miss... (5 pages)View decision -
Decision Reference DRN-5657299
31 Jul 2025 Savvy Loan Products Limited Not upheldConsumer CreditDRN-5657299 The complaint Mr P complains that Savvy Loan Products Limited trading as Ticktockloans.com (“Savvy”) irresponsibly provided him with a loan. What happened In July 2024 Mr P was granted with a loan for £300. It was to be repaid over six months with a monthly repayment amount... (3 pages)View decision -
Decision Reference DRN-5345222
31 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5345222 The complaint Mr and Mrs C complain that HSBC UK Bank Plc (‘HSBC’) hasn’t refunded the money they believe they lost to an authorised push payment (‘APP’) scam. The money in dispute was sent from Mr and Mrs C’s joint account. However, for ease of reading, I’ll refer only to ... (4 pages)View decision -
Decision Reference DRN-5728261
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5728261 The complaint Mrs S is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs S fell victim to a cruel investment scam after responding to an advert she saw on social media. She was contacted by the scammer w... (5 pages)View decision -
Decision Reference DRN-5630545
31 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5630545 The complaint Miss D is unhappy with what Accredited Insurance (Europe) Ltd did after she made a claim on her legal expenses insurance policy. What happened In June 2023 Miss D contacted Accredited via the legal helpline provided as part of her policy. She said trees on a ne... (2 pages)View decision
