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 384133 results
-
Decision Reference DRN-5849323
27 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5849323 The complaint Mr P complains Lloyds Bank PLC (“Lloyds”) closed his account without explanation nor fair notice. Mr P adds that Lloyds’s actions have unfairly impacted his credit file. To put things right, Mr P wants a detailed explanation, the account reinstated, his credit ... (2 pages)View decision -
Decision Reference DRN-5959849
27 Nov 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5959849 The complaint Mr P has complained about the way AmTrust Specialty Limited (ASL) handled a claim under his landlord’s home emergency policy. What happened On 1 January 2025 Mr P contacted ASL to make a claim as there was no heating in his tenanted property. ASL instructed a ... (3 pages)View decision -
Decision Reference DRN-5898203
27 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5898203 The complaint Miss M has complained Revolut Ltd won’t refund 51 transactions made using her Revolut card and iPhone which she didn’t authorise. What happened In August 2025 Miss M contacted Revolut as she’d seen numerous transactions to gaming websites being made from her Re... (2 pages)View decision -
Decision Reference DRN-5938029
27 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5938029 The complaint The estate of Ms L complains Nationwide Building Society (“Nationwide”) refuses to refund it for unauthorised transactions on its account. This complaint has been brought by the executor of the late Ms L’s will, who I will refer to as “T” in my decision. The co... (3 pages)View decision -
Decision Reference DRN-5897308
27 Nov 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5897308 The complaint Mr M has complained TSB Bank plc won’t refund him for a cash machine withdrawal that wasn’t successfully completed. What happened Mr M has held an account with TSB since August 2020. In July 2025 Mr M used a cash machine at a local Post Office to withdraw money... (3 pages)View decision -
Decision Reference DRN-5982072
27 Nov 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5982072 The complaint Mr M has complained about the service he has received from Aviva Life & Pensions UK Limited (‘Aviva’) while trying to transfer a number of pensions he held with it to another plan within Aviva. Mr M is unhappy about the time taken for the transfer to comple... (8 pages)View decision -
Decision Reference DRN-5573039
27 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5573039 The complaint Mrs W is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. Mrs W is represented by a third-party claims firm, but I will refer to Mrs W here. What happened The background to this complaint is well known to both parties, so I won’t repeat ever... (4 pages)View decision -
Decision Reference DRN-5573014
27 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5573014 The complaint Mrs W is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t reimburse money she lost to a scam. Mrs W is represented by a third-party claims firm, but I will refer to Mrs W here. What happened The background to this complaint is wel... (4 pages)View decision -
Decision Reference DRN-5982118
27 Nov 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5982118 The complaint D says PayPal UK Ltd (“PayPal”) refuses to refund it for unauthorised transactions on its account. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them in detail here. In short, D says in August 2024 it noticed over £... (2 pages)View decision -
Decision Reference DRN-5890520
27 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5890520 The complaint Mr S has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr S opened an account with Monzo in January 2024 not long before his seventeenth birthday. In March of that year Monzo received f... (3 pages)View decision
