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-5800871
8 Sep 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5800871 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘the Lender’), acted unfairly and unreasonably by (1) Being party to an unfair credit relationship with him under Section 140A of the Consumer Cred... (3 pages)View decision -
Decision Reference DRN-5796688
8 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5796688 The complaint Miss M complains that Bank of Scotland Plc trading as Halifax lent to her irresponsibly. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summary. Halifax provided Mi... (6 pages)View decision -
Decision Reference DRN-5527272
8 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5527272 The complaint Mr A complains that Lloyds Bank plc won’t refund money he lost when he fell victim to a scam. What happened The background of this complaint is well known to both parties so I’ll only refer to the key events here. In 2024 Mr A fell victim to a scam when he sen... (3 pages)View decision -
Decision Reference DRN-5756645
8 Sep 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5756645 The complaint A company, which I’ll refer to as R, complains that Accelerant Insurance Europe SA/NV UK Branch declined a claim on its business interruption insurance. Ms K, a director of R, brings the complaint on R’s behalf. What happened R made a claim on its business inte... (3 pages)View decision -
Decision Reference DRN-5644353
8 Sep 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5644353 The complaint Ms O is complaining Haven Insurance Company Limited cancelled her motor insurance policy. What happened Haven was contacted by a third party who said Ms O’s vehicle had collided with their stationary vehicle. The vehicle was in the possession of Ms O’s sister –... (7 pages)View decision -
Decision Reference DRN-5769120
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5769120 The complaint Mr W complains that Nationwide Building Society (“NBS”) failed to provide him with information regarding the interest earned on accounts he held with it resulting in an underpayment of income tax. What happened Mr W held two savings accounts with NBS that close... (3 pages)View decision -
Decision Reference DRN-5692668
8 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5692668 The complaint Mr B complains National Westminster Bank PLC (“NatWest”) failed to act on his instruction to make funds available to him and resolve things to his satisfaction. What happened A summary of what happened is below. Mr B says he has written to NatWest five times si... (2 pages)View decision -
Decision Reference DRN-5623687
8 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5623687 The complaint Mr N complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr N throughout this decision. What happened The background is known to both parties... (3 pages)View decision -
Decision Reference DRN-5799076
8 Sep 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5799076 The complaint Mr O is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited, trading as Mobilize Financial Services, (“RCI”) was of an unsatisfactory quality. When I refer to what Mr O has said and what RCI has said, it shoul... (5 pages)View decision -
Decision Reference DRN-5802522
8 Sep 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5802522 The complaint Mr S complains about how Watford Insurance Company Europe Limited (‘Watford’) handled a claim on his motor insurance following an accident. Mr S’s policy was sold and is administered by a third party company. Watford used another company to handle Mr S’s claim ... (4 pages)View decision
