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 367928 results
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Decision Reference DRN-5210790
9 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5210790 The complaint Mr M has complained about Barclays Bank PLC not refunding 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. In summary, Mr M fell victim to a ... (4 pages)View decision -
Decision Reference DRN-5420024
9 Jun 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5420024 The complaint Miss S has complained about the length of time Lenvi Servicing Limited took to deal with a Transfer of Equity in relation to her Help to Buy loan. Miss S has asked Lenvi to compensate her for the upset it caused her. What happened I don’t need to set out the ... (2 pages)View decision -
Decision Reference DRN-5604247
9 Jun 2025 OneSavings Bank Plc UpheldMortgagesDRN-5604247 The complaint Mrs F and Mr F complain that OneSavings Bank Plc trading as Kent Reliance agreed to put their mortgage onto an interest-only basis for six months, then change it permanently from repayment to interest-only. But it didn’t, causing distress and credit file impact... (6 pages)View decision -
Decision Reference DRN-5139931
9 Jun 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5139931 The complaint Mr G complains that a personal contract purchase he entered into with MotoNovo Finance Limited (MotoNovo) has been mis-sold to him. When I refer to what Mr G and MotoNovo have said, it should also be taken to include things said on their behalf. What happened... (3 pages)View decision -
Decision Reference DRN-5291088
9 Jun 2025 EGR WEALTH LIMITED UpheldInvestmentsDRN-5291088 The complaint Mr D complains that EGR WEALTH LIMITED (‘EGR’) mis-sold him an investment in a bond, which caused him financial loss when it failed to mature and provide all the expected returns. What happened Mr D was contacted by a third party around September 2019 which pe... (12 pages)View decision -
Decision Reference DRN-5609920
9 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5609920 The complaint Mr W complains Barclays Bank UK PLC trading as Barclaycard unfairly requested further information and won’t consider his Section 75 claim without it. What happened In February 2024, Mr W bought a laptop from a company I’ll call “C”, paying in part with his Bar... (3 pages)View decision -
Decision Reference DRN-5287258
9 Jun 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5287258 The complaint Mr W complains that Zurich Assurance Ltd mis-sold him a Personal Retirement Plan (“PRP”) in June 1988. He says that the value of the plan has been reduced to zero and isn’t paying the benefits that he was promised in retirement. What happened Mr W’s pension pla... (3 pages)View decision -
Decision Reference DRN-5609647
9 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5609647 The complaint Mrs B complains HSBC UK Bank Plc, trading as first direct (‘First Direct’), hasn’t reimbursed her following an authorised push payment (‘APP’) investment scam she fell victim to. She says First Direct should reimburse her for the money she lost. In bringing he... (7 pages)View decision -
Decision Reference DRN-5609879
9 Jun 2025 Avantia Insurance Limited UpheldInsuranceDRN-5609879 The complaint Ms S is unhappy as she thinks Avantia Insurance Limited (“Avantia”) took receipt of her premium without arranging her home insurance cover. Avantia were acting as broker in the arrangement. What happened Following receipt of an invitation to renew her policy, M... (3 pages)View decision -
Decision Reference DRN-5332273
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5332273 The complaint Mr J complains that Revolut Ltd did not refund the money he lost to a scam. What happened Mr J was browsing on social media and came across an investment opportunity with a company I’ll refer to as ‘X’. He clicked onto the website which appeared to be professio... (4 pages)View decision
