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 392389 results
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Decision Reference DRN-5870885
17 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5870885 The complaint Mr and Mrs S’s complaint is, in essence, that First Holiday Finance Ltd (“FHF”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under s.140A of the Consumer Credit Act 1974 (as amended) (“CCA”) and (2) deciding agai... (9 pages)View decision -
Decision Reference DRN-5053094
17 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5053094 The complaint Mr E is unhappy that Lloyds Bank PLC has decided not to refund him after he fell victim to what he says was an investment scam. Mr E is using a professional representative to bring his complaint. I’ll refer to them as C. What happened I’ll summarise the facts... (4 pages)View decision -
Decision Reference DRN-5957047
17 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5957047 The complaint Mr and Mrs K have complained that HSBC UK Bank Plc trading as first direct won’t refund money they lost to a scam. What happened Mr K said he was introduced to an ‘investment opportunity’ by someone he had been talking to on social media, who turned out to be a... (5 pages)View decision -
Decision Reference DRN-5666369
17 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5666369 The complaint G, a limited company, complains that Wise Payments Limited won’t refund the money that its director – Mrs L – lost to a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise what happened relatively b... (4 pages)View decision -
Decision Reference DRN-5768588
17 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5768588 The complaint Mr N complains that Nationwide Building Society (“Nationwide”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr N has said th... (2 pages)View decision -
Decision Reference DRN-5831611
17 Nov 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5831611 The complaint Miss W complains that Metro Bank PLC will not provide a refund for a faulty car she paid for using her Metro Bank debit card. She has been represented in bringing this complaint by a family member, so references to her submissions and arguments include those ma... (3 pages)View decision -
Decision Reference DRN-5841140
17 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5841140 The complaint Mr A complains about a motor finance agreement he had with MONEYBARN NO.1 LIMITED (MB). Mr A is unhappy that the vehicle related to the motor finance agreement was not of satisfactory quality when it was supplied to him. What happened In August 2024, Mr A acqui... (3 pages)View decision -
Decision Reference DRN-4806446
17 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4806446 The complaint Mr E is unhappy that HSBC UK bank Plc has decided not to refund him after he fell victim to what he says was an investment scam. Mr E is using a professional representative to bring his complaint. I’ll refer to them as C. What happened I’ll summarise the fact... (3 pages)View decision -
Decision Reference DRN-5898623
17 Nov 2025 West Bay Insurance Plc UpheldInsuranceDRN-5898623 The complaint Mr D is complaining about the way West Bay Insurance Plc handled two claims made against his commercial vehicle insurance policy. What happened Mr D was involved in two incidents with third party vehicles – the first happened in June 2021 (‘claim one’) and the ... (4 pages)View decision -
Decision Reference DRN-5894283
17 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5894283 The complaint Ms P and Mr K are unhappy with the assistance provided by Admiral Insurance (Gibraltar) Limited under their travel insurance policy (‘the policy’) after Mr K fractured his arm, snowboarding, whilst abroad. All reference to Admiral includes its medical assistan... (3 pages)View decision