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 375868 results
-
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 -
Decision Reference DRN-5802658
8 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5802658 The complaint Mr W complains that HSBC UK Bank Plc has treated him unfairly in relation (to its obligations with regard) to payments he made on his John Lewis credit card. What happened In November 2020 Mr W paid the merchant (who I will refer to as C) to help him exit his e... (3 pages)View decision -
Decision Reference DRN-5503402
8 Sep 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5503402 The complaint Mr and Mrs H complain that HSBC UK Bank Plc refused their application for further borrowing on their mortgage. What happened In 2020 Mr and Mrs H took a mortgage with HSBC. In 2024, they applied for further borrowing at the same time as taking a new fixed inter... (2 pages)View decision -
Decision Reference DRN-5715603
8 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5715603 The complaint Mr M has complained that U K Insurance Limited (UKI) has declined a claim he made on a travel insurance policy. What happened Mr M became unwell whilst abroad in September 2024 and spent ten days in hospital. Upon his discharge, he made a claim for reimburseme... (2 pages)View decision -
Decision Reference DRN-5648003
8 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5648003 The complaint X complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) misled her about whether she would be able to obtain additional borrowing on her mortgage, and then refused her application. What happened X had a mortgage with NatWest. She planned to car... (8 pages)View decision -
Decision Reference DRN-5799078
8 Sep 2025 NewDay Ltd UpheldConsumer CreditDRN-5799078 The complaint Mr B complains NewDay Ltd incorrectly allocated a payment towards the wrong finance agreement, meaning he’s incurred interest charges. What happened Mr B has a revolving credit facility with NewDay to make purchases with a specific retailer. In October 2022, M... (3 pages)View decision -
Decision Reference DRN-5752142
8 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5752142 The complaint Mr E has complained that Lloyds Bank General Insurance Limited unfairly declined a claim under his home insurance policy, accused him of fraud and cancelled his policy. What happened On 13 August 2024 Mr E made a claim to Lloyds. He said his property had been ... (3 pages)View decision -
Decision Reference DRN-5449991
8 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5449991 The complaint Mr A is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel impersonation scam. He was contacted by scammers who claimed to be from HMRC and who said he needed to pay m... (4 pages)View decision
