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 366763 results
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Decision Reference DRN-5416551
2 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5416551 The complaint Mr K complains that HSBC UK Bank Plc won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions... (4 pages)View decision -
Decision Reference DRN-5324785
2 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5324785 The complaint Miss M complains that Monzo Bank Ltd did not reimburse the funds she lost to a scam. What happened Miss M was looking for an apartment to rent overseas. She went onto a genuine property agent website and found an apartment she liked. She contacted the agent, wh... (5 pages)View decision -
Decision Reference DRN-5593561
2 Jun 2025 esure Insurance Limited UpheldInsuranceDRN-5593561 The complaint Mr B complains that esure Insurance Limited trading as esure (“esure”) wouldn’t cover his claim for water damage to his car under his car insurance policy. What happened Mr B had a car insurance policy with esure covering his sports car, which is about 19 years... (4 pages)View decision -
Decision Reference DRN-5141768
2 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5141768 The complaint Miss R complains that Revolut Ltd failed to protect her from a scam. Miss R is being represented by a firm I will refer to as “S”. What happened In May 2024, Miss R was contacted via an instant messaging app from someone offering her a remote working opportun... (3 pages)View decision -
Decision Reference DRN-5185879
2 Jun 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5185879 The complaint Mr S complains that ReAssure Limited (“ReAssure”) transferred his pension from a with profits fund to a deposit based fund without his consent. What happened In 1997, Mr S took out a personal pension with ReAssure invested in their with profit fund, his plan h... (3 pages)View decision -
Decision Reference DRN-5515913
2 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5515913 The complaint Mr K complains about how his insurer, Royal & Sun Alliance Insurance Limited (RSA) treated his vehicle as a total loss following an accident. Any reference to RSA in this decision includes their agents. What happened In December 2023 Mr K was involved in ... (5 pages)View decision -
Decision Reference DRN-5013666
2 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5013666 The complaint Mrs F complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an advance fee scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known t... (6 pages)View decision -
Decision Reference DRN-5595576
2 Jun 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5595576 The complaint Miss B complained about the quality of a car provided on finance by Blue Motor Finance Ltd (“BMF”). What happened BMF supplied Miss B with a used car on a hire purchase agreement in January 2024. The cash price of the car was around £6,600 and it had covered a... (4 pages)View decision -
Decision Reference DRN-5595717
2 Jun 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5595717 The complaint Mr W complains about a car supplied to him using a hire purchase agreement taken out with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened Mr W referred a complaint to us along with his representative. As the... (7 pages)View decision -
Decision Reference DRN-5427636
2 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5427636 The complaint Mrs S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to properly dispense funds which she’s been held accountable for. What happened Mrs S explained that on 21 June 2024, she went to a branch of NatWest to withdraw £3,300. Th... (3 pages)View decision
