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 369228 results
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Decision Reference DRN-5543557
8 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5543557 The complaint Mr J complains on behalf of his business J Ltd, that Bank of Scotland plc trading as Halifax has been unable to trace an account held by J Ltd and would like repayment of the balance. What happened Mr J said there was an old company account for which he holds ... (3 pages)View decision -
Decision Reference DRN-5502785
8 May 2025 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-5502785 The complaint Miss H and Mr A have complained that Mulsanne Insurance Company Limited avoided (treated it as if it never existed) their motor insurance policy and refused to pay their claim. What happened Miss H took out a motor insurance policy with Mulsanne through an onl... (3 pages)View decision -
Decision Reference DRN-5494471
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5494471 The complaint Mrs B complains that Barclays Bank UK PLC (Barclays) won’t refund the money she lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In summary, Mrs B fell victim to a fak... (3 pages)View decision -
Decision Reference DRN-4871882
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4871882 The complaint Ms M complains that Revolut Ltd won’t reimburse money she lost to a scam. Ms M has brought her complaint to us through a professional representative. For ease I’ll refer to all the submissions as being from Ms M. What happened In December 2023 Ms M found on soc... (4 pages)View decision -
Decision Reference DRN-5530117
8 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5530117 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’): failed to explain how it was possible for his account to go overdrawn when there is no overdraft facility on the account and he always paid money into the account to cover plan... (3 pages)View decision -
Decision Reference DRN-5542669
8 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5542669 The complaint F has complained about Tradex Insurance Company PLC’s decision to turn down its claim for storage charges as part of a claim under its motor trade insurance policy and its decision to declare its policy void. It has done this on the basis the claim is fraudulen... (3 pages)View decision -
Decision Reference DRN-5484012
8 May 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5484012 The complaint Mrs W says Barclays Bank UK PLC lent to her irresponsibly. What happened Mrs W has been a customer of Barclays since the 1990’s. Over the course of her relationship with it, she has had up to 28 loans. Due to the time elapsed, we only have details of 16 and som... (4 pages)View decision -
Decision Reference DRN-5482193
8 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5482193 The complaint Mrs B complains that Santander UK Plc didn’t protect her from an investment scam. Mrs B is being supported in making her complaint by her son (Mr B). But for ease, I’ll mainly refer to Mrs B in this decision. What happened In October 2017 Mrs B says Mr B met up... (7 pages)View decision -
Decision Reference DRN-5169860
8 May 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5169860 The complaint Mr C complains about charges applied by MotoNovo Finance Limited after he voluntarily terminated a hire purchase agreement. What happened In July 2022, Mr C was supplied with a used car under a hire purchase agreement through MotoNovo. The cash price of the car... (6 pages)View decision -
Decision Reference DRN-5449962
8 May 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5449962 The complaint Mr O complains that Watford Insurance Company Europe Limited mishandled his 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 with a powerful diesel engine and fi... (4 pages)View decision
