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-5415686
20 May 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5415686 The complaint Mr N complains that The Royal Bank of Scotland Plc (RBS) has not refunded the money he lost to what he believes was a scam. Mr N is represented in this complaint by a solicitor, but for simplicity I have referred to Mr N throughout this decision, even when ref... (3 pages)View decision -
Decision Reference DRN-4953492
20 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4953492 The complaint Mr G complains that Barclays Bank UK PLC (“Barclays”) have failed to refund money that he lost as part of an investment scam. What happened Mr G came across a company that purported to be an investment firm but was actually a scammer that I will call C. Mr G wa... (3 pages)View decision -
Decision Reference DRN-5488711
20 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5488711 The complaint Mr F and Ms M complain that HSBC UK Bank Plc (‘HSBC’) hasn’t refunded the money they believe they lost to an authorised push payment (‘APP’) scam. The complaint was referred to this service by Ms M, so for ease, I’ll refer only to Ms M throughout my decision. ... (4 pages)View decision -
Decision Reference DRN-5572720
20 May 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5572720 The complaint F complains about how Accelerant Insurance Europe SA/NV UK Branch settled a claim it made on its buildings insurance policy. Reference to Accelerant includes its agents. What happened Following a leak, F made a claim to Accelerant whom it held a buildings insur... (4 pages)View decision -
Decision Reference DRN-5396644
20 May 2025 Close Brothers Limited UpheldConsumer CreditDRN-5396644 The complaint Mrs M complains about the incorrect information Close Brothers Limited trading as Close Brothers Motor Finance (“CBL”) reported to the Credit Reference Agencies (“CRAs”) in respect of her credit agreement with it. She says its mistakes have affected her ability... (3 pages)View decision -
Decision Reference DRN-5426719
20 May 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5426719 The complaint Mr D and Mrs D have complained about how Lloyds Bank General Insurance Limited (Lloyds) settled a claim under their home insurance policy. What happened Mr D and Mrs D contacted Lloyds to make a claim for damage to a computer screen. At Lloyds request, Mr D an... (3 pages)View decision -
Decision Reference DRN-5466760
20 May 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5466760 The complaint Mr and Mrs M are unhappy that Bank of Scotland plc trading as Birmingham Midshires won’t agree to extend the term of their mortgage. What happened In 2007 Mr and Mrs M took a residential mortgage with Birmingham Midshires. They borrowed £425,499 to be repaid on... (5 pages)View decision -
Decision Reference DRN-5546786
20 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5546786 The complaint Mr P complains that Barclays Bank UK PLC trading as Barclaycard applied late payment markers on his credit file and failed to update his account with his health issues. What happened Mr P holds a credit card account with Barclaycard. Mr P experienced financial ... (2 pages)View decision -
Decision Reference DRN-5571781
20 May 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5571781 The complaint Mrs M complains St. James's Place Wealth Management Plc (‘SJP’) didn’t provide her with the ongoing advice service she paid for. She also complains that these missed reviews have affected the performance of her investment. What happened Mrs M engaged with ... (7 pages)View decision -
Decision Reference DRN-5556678
20 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5556678 The complaint Mr B complains about the service from Barclays Bank UK PLC during its IT outage. He also complains about having limited access to his funds and the impact this had. What happened During the weekend of 31 January 2025, Barclays suffered an IT outage which affect... (3 pages)View decision
