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 375868 results
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Decision Reference DRN-5631885
4 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5631885 The complaint Mrs B is unhappy that Bank of Scotland plc, trading as Halifax, will not refund the money he lost as the result of a scam. Mrs B brough her complaint through a representative, for ease of reading I will refer here solely to Mrs B. What happened As both parties ... (3 pages)View decision -
Decision Reference DRN-5753355
4 Sep 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5753355 The complaint Mr S is unhappy that Marks & Spencer Financial Services Plc, trading as M&S Bank, sent him notifications of his account arrears while he was in an agreed payment plan with them. What happened Mr S couldn’t meet his contractual repayment obligations on h... (2 pages)View decision -
Decision Reference DRN-5754377
4 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5754377 The complaint Mr S complains that Wise Payments Limited has not recovered funds which were credited to the wrong account. What happened In May 2023 one of Mr S’s clients tried to pay an invoice for US$13,000 by way of transfer to his Wise account. Wise is an international mo... (2 pages)View decision -
Decision Reference DRN-5771742
4 Sep 2025 Ageas Insurance Limited UpheldInsuranceDRN-5771742 The complaint Mr D has complained about Ageas Insurance Limited’s decision to cancel his car insurance policy and the consequences of its decision. What happened The background is well known to both parties. In summary Mr D was involved in an incident in December 2023. He ma... (3 pages)View decision -
Decision Reference DRN-5375858
4 Sep 2025 M & G Securities Limited Not upheldInvestmentsDRN-5375858 The complaint Mr B complains M&G Securities Limited (‘M&G’) didn’t fairly allocate investment units to him after merging two of its investment funds. He says the unit prices it used to value the two funds were from different dates. What happened Mr B held units in an... (3 pages)View decision -
Decision Reference DRN-5797103
4 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5797103 The complaint Mr V complains about the way Nationwide Building Society handled a claim he made to it in respect of a purchase he made using his credit card. What happened Mr V made two separate payments for flights using his Nationwide credit card. He purchased the flights ... (5 pages)View decision -
Decision Reference DRN-5660111
4 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5660111 The complaint Mr A complains that Domestic & General Insurance Plc (D&G) damaged his laptop when he claimed for a repair under his device protection insurance policy. What happened Mr A has a device protection insurance policy, insured by D&G. In 2023 he claimed... (3 pages)View decision -
Decision Reference DRN-5726816
4 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5726816 The complaint Mr S is unhappy that National Westminster Bank Public Limited Company (NatWest) won’t refund payments he made because of a cryptocurrency based, job scam. What happened In summary, Mr S was contacted by someone in March 2025, who he thought was making him a jo... (3 pages)View decision -
Decision Reference DRN-5794224
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5794224 The complaint Mr A complains that Santander UK Plc will not refund him for failed cash withdrawals despite the money being debited from his account. What happened On 25 May 2025, Mr A says he attempted to withdraw two amounts of £250 using an Automated Teller Machine (‘ATM’)... (2 pages)View decision -
Decision Reference DRN-5794857
4 Sep 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5794857 The complaint Mr N complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (Startline). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview ... (4 pages)View decision
