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-5093818
29 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5093818 The complaint Miss N is unhappy that National Westminster Bank Public Limited Company (“NatWest”) won’t reimburse money she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Miss N ha... (4 pages)View decision -
Decision Reference DRN-5490345
29 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5490345 The complaint Mr M, who is represented, complains that HSBC UK Bank Plc didn’t reimburse him money he lost after he was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In June 2023,... (6 pages)View decision -
Decision Reference DRN-5372318
29 May 2025 Topaz Finance Limited Not upheldMortgagesDRN-5372318 The complaint Mr Z’s complaint is about a buy-to-let (BTL) mortgage he used to hold with Topaz Finance Limited trading as Rosinca Mortgages. Mr Z says that on redemption of the mortgage Topaz charged him an additional amount of £653.81 which he believes it was not entitled ... (2 pages)View decision -
Decision Reference DRN-5537540
29 May 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5537540 The complaint Miss H complains that when she applied to National Savings and Investments (NS & I) to open a Guaranteed Growth Bond (GGB), the application was cancelled. It was only reinstated when she paid back an overpayment of interest. She further complains that it ha... (3 pages)View decision -
Decision Reference DRN-5232159
29 May 2025 Curve UK Limited Not upheldBanking and PaymentsDRN-5232159 The complaint Mr M complains that Curve UK Limited did not handle a chargeback claim as it should have done. What happened Mr M booked a stay at a hotel in Vietnam through a well-known online holiday and travel site. His confirmation recorded that a deposit of 12,020,480 VND... (3 pages)View decision -
Decision Reference DRN-5528600
29 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5528600 The complaint Mr and Mrs J’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 (2)... (24 pages)View decision -
Decision Reference DRN-5453038
29 May 2025 Vodafone Limited UpheldConsumer CreditDRN-5453038 The complaint Mr H complains that Vodafone Limited hasn’t done enough to assist him after his ex-partner took out two agreements on his account without his permission. He wants the agreements removed from his credit file and the loans written off. He also wants compensation ... (4 pages)View decision -
Decision Reference DRN-5535546
29 May 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5535546 The complaint Mr M complains about the handling of his motor insurance claim by Liverpool Victoria Insurance Company Limited (‘LV’). What happened Mr M’s car was damaged by a delivery van in June 2023, and he contacted LV to make a claim under his policy. LV accepted the cl... (2 pages)View decision -
Decision Reference DRN-5527439
29 May 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5527439 The complaint Mr B says Volkswagen Financial Services (UK) Limited (‘VWFS’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. Mr B’s complaint has been brought by... (5 pages)View decision -
Decision Reference DRN-5583237
29 May 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5583237 The complaint Mr D’s complained that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined the claim he made after his fence was blown down in a storm. What happened Towards the end of 2024, Mr D’s fence came down during a storm. So he contacted RSA to start ... (2 pages)View decision
