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-5689951
31 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5689951 The complaint Mr H complains Bank of Scotland plc (“Bank of Scotland”) didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. Mr H referred his complaint to us using a professional representative for ease I will refer to Mr H throughout. W... (5 pages)View decision -
Decision Reference DRN-5724231
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5724231 The complaint The estate of Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY closed an account without consent. Mr H1 is the representative of the estate. What happened Mr H passed away in 2012. In April 2015 NatWest contacted Mr H1 regarding closure of t... (3 pages)View decision -
Decision Reference DRN-5222113
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5222113 The complaint Mrs L complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to an investment scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Mrs L says that, in November 2023, she saw a social media... (3 pages)View decision -
Decision Reference DRN-5721316
31 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5721316 The complaint Mr M complains that Royal & Sun Alliance Insurance Limited (RSA) declined his landlord insurance claim. What happened Mr M held landlord insurance cover with RSA which covered his rental property. He made a claim as the property had been used for the culti... (4 pages)View decision -
Decision Reference DRN-5664560
31 Jul 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5664560 The complaint Mr M complains through a representative that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market (Quid Market) gave him loans which were unaffordable. What happened A summary of Mr M’s borrowing can be found below. loan number loan amount agreement date repay... (3 pages)View decision -
Decision Reference DRN-5522763
31 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5522763 The complaint Mr W complains that Vanquis Bank Limited irresponsibly lent to him. Mr W is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr W himself. W... (4 pages)View decision -
Decision Reference DRN-5708526
31 Jul 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5708526 The complaint Mr M complains about the processes and systems that Stellantis Financial Services UK Limited (Stellantis) use for early settlement quotes. He would like Stellantis to review its early settlement letter, refund one monthly payment and to provide redress for ... (2 pages)View decision -
Decision Reference DRN-5543491
31 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5543491 The complaint Mr C complains that Accredited Insurance (Europe) Ltd hasn’t accepted any claims under his legal expenses insurance policy. Where I refer to Accredited Insurance, this includes the actions of its agents and claims handlers for which it takes responsibility. W... (3 pages)View decision -
Decision Reference DRN-5726325
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5726325 The complaint Mr H says Barclays Bank UK PLC’s IT outage meant he couldn’t buy a car and has suffered a loss as he can’t buy the same car for the same price. What happened Barclays had an IT outage over the weekend of 31 January to 2 February 2025. Mr H had won an online ... (4 pages)View decision -
Decision Reference DRN-5726828
31 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5726828 The complaint Mr W complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost as a result of what he believes was an ‘Authorised Push Payment’ (‘APP’) property investment scam. Mr W brings his complaint with the assistance of a professional representative. For ... (4 pages)View decision
