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 388057 results
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Decision Reference DRN-5796876
13 Jan 2026 REMITLY U.K., LTD Not upheldBanking and PaymentsDRN-5796876 The complaint Mrs T is unhappy Remitly UK Ltd will not refund the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Mrs T fell victim to a job/task scam. She responded ... (3 pages)View decision -
Decision Reference DRN-5863696
13 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5863696 The complaint Miss Z complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund her the amount she lost as the result of a scam. Miss Z is being represented by a third party. To keep things simple, I will refer to Miss Z throughout my decision. Wh... (2 pages)View decision -
Decision Reference DRN-5852313
13 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5852313 The complaint Mr C is unhappy with National Westminster Bank Plc. Mr C said he could have lost money if he had gone ahead with his international currency transfer through NatWest. What happened Mr C wanted to transfer a large sum of money abroad for a property purchase. Mr... (3 pages)View decision -
Decision Reference DRN-5863708
13 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5863708 The complaint Miss Z complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss Z is being represented by a third party. To keep things simple, I will refer to Miss Z throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5823867
13 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5823867 The complaint Mr H complains that Liverpool Victoria Insurance Company Limited (“LV”) mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a four-wheel drive vehicle first registered in 2010. Mr... (2 pages)View decision -
Decision Reference DRN-5780099
13 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5780099 The complaint Miss K complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Miss K says that she was looking for a job after the birth of her child. She was contacted by someone offering a job opportunity that... (4 pages)View decision -
Decision Reference DRN-6075145
13 Jan 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6075145 The complaint Miss C complained about the way Admiral dealt with matters when she cancelled a claim under her car insurance policy. Miss C is being represented by her father, Mr C in her complaint. What happened Miss C reported an incident to her insurer Admiral on 4 April 2... (3 pages)View decision -
Decision Reference DRN-5913855
13 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5913855 The complaint Mrs H and Mr H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (... (15 pages)View decision -
Decision Reference DRN-5924907
13 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5924907 The complaint Mr W’s complaint is, in essence, that Tandem Bank Limited 1 (the “Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the “CCA”) and (2) deciding ... (12 pages)View decision -
Decision Reference DRN-5947794
13 Jan 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5947794 The complaint Mr M complains that the car he acquired through Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services (“VFS”) was mis-sold to him. He wants to be refunded and compensated for his losses. What happened Mr M entered into a hire purchase a... (3 pages)View decision