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 367300 results
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Decision Reference DRN-5321210
12 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5321210 The complaint Mr R complains that National Westminster Bank Plc (‘NatWest’) won’t refund the money he says was lost as the result of a scam. What happened In 2022, Mr R was made aware of an investment opportunity by a professional introducer. Mr R says he previously used th... (4 pages)View decision -
Decision Reference DRN-5057972
12 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5057972 The complaint Mrs P has complained about the quality of a car provided on finance by Moneybarn No.1 Limited (Moneybarn). What happened Moneybarn supplied Mrs P with a used car on a conditional sale agreement in June 2023. The cash price of the car was around £7,000 and it h... (4 pages)View decision -
Decision Reference DRN-5303054
12 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5303054 The complaint Mr Y complains that he didn’t receive a debit card Personal Identification Number (PIN) from TSB Bank plc despite many requests, a letter he received was factually incorrect and TSB handled his complaint poorly. What happened Mr Y holds accounts with TSB. He op... (4 pages)View decision -
Decision Reference DRN-5330363
12 Mar 2025 Wakam UpheldInsuranceDRN-5330363 The complaint Mr R complains that Wakam unfairly cancelled his commercial courier car insurance policy and hasn’t refunded enough of the premium. What happened Mr R was aged between 64 and 75. He had a part-time role as a delivery driver. From about December 2021, Mr R had... (5 pages)View decision -
Decision Reference DRN-5305134
12 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5305134 The complaint Mrs I complains that Royal & Sun Alliance Insurance Limited (“RSA”) rejected a claim on her home buildings and contents insurance policy and said the policy was void. What happened Mrs I made a claim on her home insurance in April 2023 following an escape o... (5 pages)View decision -
Decision Reference DRN-5341039
12 Mar 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5341039 The complaint Ms M complains that Toyota Financial Services (UK) PLC (“TFS”) irresponsibly lent to her when it agreed to provide finance for the purchase of two cars. She says TFS didn’t carry out sufficient checks to make sure she could afford the borrowing. What happened ... (3 pages)View decision -
Decision Reference DRN-5387947
12 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5387947 The complaint Mr G complains that Nationwide Building Society failed to advise him that he could have had a current account that paid interest instead of the one he had. What happened Mr G says he’s had an account with Nationwide for many years. This was a current account (F... (2 pages)View decision -
Decision Reference DRN-5232425
12 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5232425 The complaint Mrs L’s complaint relates to a credit card she has with NewDay Ltd trading as Aquacard. She has said that she considers NewDay was irresponsible when it accepted her application, and later increased her credit limit on several occasions, as none were affordable... (3 pages)View decision -
Decision Reference DRN-5373476
12 Mar 2025 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-5373476 The complaint Ms K’s unhappy that Omni Capital Retail Finance Limited hasn’t accepted responsibility for a claim she’s made against it under the connected lender liability provisions of section 75 of the Consumer Credit Act 1974 (“section 75”). Complaint background I recentl... (7 pages)View decision -
Decision Reference DRN-5250359
12 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5250359 The complaint Mr T complains that Revolut won’t reimburse him the money he lost to an investment scam. Mr T is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr T directly. What happened Mr T has ... (4 pages)View decision
