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-5482182
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5482182 The complaint Ms P complains that Barclays UK PLC didn’t protect her from an investment scam. Ms P is being supported in making her complaint by her brother (Mr B). But for ease, I’ll mainly refer to Ms P in this decision. What happened Ms P says that having come into some m... (7 pages)View decision -
Decision Reference DRN-4797712
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4797712 The complaint Mr A complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I will f... (2 pages)View decision -
Decision Reference DRN-5543386
8 May 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5543386 The complaint Mrs C complained that Tesco Underwriting Limited (“Tesco”) made an unfair settlement offer after accepting her claim for storm damage. Tesco were providing a home insurance policy. What happened Mrs C suffered storm damage to her conservatory roof. Tesco accept... (3 pages)View decision -
Decision Reference DRN-5543335
8 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5543335 The complaint Mr H is complaining that Lloyds Bank PLC didn’t do enough to prevent him from sending money to a scam. The complaint is brought on his behalf by a professional representative. What happened On 27 March 2019 Mr H sent a payment of £13,500 from his Lloyds accoun... (3 pages)View decision -
Decision Reference DRN-5535892
8 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5535892 The complaint Mr I complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) handled his claim for a refund of a payment charged to his NatWest credit card. .What happened I issued a provisional decision on 22 April 2025 that set out the background to th... (5 pages)View decision -
Decision Reference DRN-5306877
8 May 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5306877 The complaint Ms C says Specialist Motor Finance Limited, (‘SMF’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement for a car. She does not believe the agreement should ever h... (4 pages)View decision -
Decision Reference DRN-5147294
8 May 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5147294 The complaint Mr W complains about Hargreaves Lansdowne Asset Management Limited (HLAM). He said HLAM’s marketing of a new range of funds was misleading, that led him to invest in other similarly named investments. Mr W said he has lost out financially and would like HLAM t... (3 pages)View decision -
Decision Reference DRN-5539427
8 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5539427 The complaint Mr R complains NewDay Ltd trading as Fluid (“NewDay”) lent a credit card and increased the credit limit irresponsibly. Mr R is being represented on this complaint by a professional third party, but for ease of reference, I’ll refer to Mr R throughout. What ha... (3 pages)View decision -
Decision Reference DRN-5409485
8 May 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5409485 The complaint Mrs R complains about Tesco Underwriting Limited’s handling of her subsidence claim. Any reference to Tesco includes the actions of its agents. What happened Mrs R holds buildings insurance cover with Tesco. She made a subsidence claim after noticing cracking... (5 pages)View decision -
Decision Reference DRN-5302058
8 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5302058 The complaint Mr A complained because Santander UK Plc refused to refund him for two payments which he said he didn’t authorise. What happened On 16 October 2024, Mr A contacted Santander. He said he hadn’t authorised two payments which had been debited to his credit card. ... (3 pages)View decision
