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-5322457
25 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5322457 The complaint Mr H complains Santander UK Plc (‘Santander’) hasn’t reimbursed him following an authorised push payment (‘APP’) investment scam he fell victim to. He says Santander should reimburse him for the money he lost. What happened As both parties are familiar with th... (7 pages)View decision -
Decision Reference DRN-5332805
25 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5332805 The complaint Mr and Mrs C complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund them the amount Mr C lost as the result of a scam. Mr and Mrs C are being represented by a third party. To keep things simple, I will refer to Mr and Mrs... (3 pages)View decision -
Decision Reference DRN-5245239
25 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5245239 The complaint Mr O complains that HSBC UK Bank Plc (“HSBC”), have failed to refund money that he lost as part of an investment scam. What happened Mr O says he came across a company that purported to be an investment firm, but he says it was actually a scammer that I will c... (3 pages)View decision -
Decision Reference DRN-5647957
25 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5647957 The complaint Mr M has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C’), now Pathlines Pensions UK Limited. Mr M says L&C mismanaged his self-invested personal pension (‘SIPP’) and as a result it allowed investments to be ... (39 pages)View decision -
Decision Reference DRN-5536499
25 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5536499 The complaint Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) providing credit to fund the purch... (26 pages)View decision -
Decision Reference DRN-5371089
25 Jun 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5371089 The complaint Mrs D complains about end of contract charges applied by Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (Skoda) after she returned a car supplied under a hire agreement. What happened In June 2020, Mrs D was supplied with a new c... (3 pages)View decision -
Decision Reference DRN-5556887
25 Jun 2025 American International Group UK Limited Not upheldInsuranceDRN-5556887 The complaint This complaint is about the handling of a claim made by Mr and Mrs B under their ‘Leisure Home Insurance’ policy with AMERICAN INTERNATIONAL GROUP UK LIMITED (“AIG”). Sadly, Mrs B passed away in January 2023 while the claim was still ongoing. The complaint is n... (5 pages)View decision -
Decision Reference DRN-5373090
25 Jun 2025 Scottish Widows Administration Services Limited Not upheldPensions and AnnuitiesDRN-5373090 The complaint Ms H complains that Scottish Widows Administration Services Limited (“Scottish Widows”) failed to treat her fairly when she requested information about altering her pension investments in 2021. What happened Ms H has been assisted in her dealings with Scottish ... (3 pages)View decision -
Decision Reference DRN-5275646
25 Jun 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5275646 The complaint Mr W complains that Metro Bank PLC (“Metro”) didn’t do enough to protect him when he made two payments towards an investment opportunity in 2020 which he now believes was a scam. Mr W is being represented by solicitors in this complaint. What happened In 2024... (2 pages)View decision -
Decision Reference DRN-5472424
25 Jun 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5472424 The complaint Miss H and Mr P are unhappy that BUPA Insurance Limited (BUPA) declined their private medical insurance claims. What happened Miss H and Mr P had a group private medical insurance policy through Miss H’s employer. Miss H had left her employment in January 2024.... (3 pages)View decision
