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 364422 results
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Decision Reference DRN-4914593
13 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4914593 The complaint Mrs H complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. What happened Mrs H tells us she was called by a scammer I will call “X” from a withheld phone number. X explained that it was calling from NatWest... (7 pages)View decision -
Decision Reference DRN-5141670
13 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5141670 The complaint Mr D complains that Barclays Bank UK PLC provided poor service, didn’t send him a replacement bank card and gave him incorrect information. What happened Mr D was travelling abroad for an extended period. He explains he contacted Barclays in March 2023 to arran... (3 pages)View decision -
Decision Reference DRN-5170722
13 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5170722 The complaint Mr G complains that a payment he instructed wasn’t made by National Westminster Bank Plc. What happened Mr G has explained that on 11 August 2024 he instructed a payment via NatWest’s mobile banking app to be made to a business. Mr G originally instructed the ... (2 pages)View decision -
Decision Reference DRN-5209768
13 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5209768 The complaint Mr E’s complaint is about buy-to-let mortgages he and a relative (who has now been declared bankrupt) had with Bank of Scotland plc trading as Birmingham Midshires. He has said he did not sign key documents necessary for the mortgages to be set up and is a vict... (3 pages)View decision -
Decision Reference DRN-5209992
13 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5209992 The complaint Mr D complains that Revolut Ltd won’t refund money he lost when he fell victim to an impersonation scam. What happened On 24 August 2023, Mr D received a call from a No Caller ID and the individual claimed they were calling from his bank “M”. The caller told M... (10 pages)View decision -
Decision Reference DRN-5209465
13 Dec 2024 Scottish Friendly Assurance Society Limited UpheldInsuranceDRN-5209465 The complaint Mr M complains about the way that Scottish Friendly Assurance Society Limited has administered his life with critical illness insurance policy. All references to Scottish Friendly include the actions of its appointed representative. What happened The backgrou... (5 pages)View decision -
Decision Reference DRN-5155815
13 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5155815 The complaint Ms C complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Ms C was approved for an Aqua credit card in April 2022 with a £1,200 credit limit. Ms C says this was irresponsibly lent to her. Ms C made a complaint to Aqua, who did not ... (3 pages)View decision -
Decision Reference DRN-5070205
13 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5070205 The complaint Miss H complains that Legal and General Assurance Society Limited (“L&G”) declined an incapacity claim she made on a group income protection insurance policy. What happened Miss H was a member of her employer’s group income protection policy. The policy pr... (7 pages)View decision -
Decision Reference DRN-5204741
13 Dec 2024 Universal Leasing Limited Not upheldConsumer CreditDRN-5204741 The complaint Miss M complains about how Universal Leasing Limited trading as Admiral Leasing & Loans (AL&L) handled her hire agreement. What happened Miss M told us she was a sole trader and that she acquired goods, for her disabled mother to use, through a 36 month... (6 pages)View decision -
Decision Reference DRN-5127462
13 Dec 2024 LEASYS UK LTD Not upheldConsumer CreditDRN-5127462 The complaint Mr S complains that a car he financed through an agreement with LEASYS UK LTD (LEASYS) was misrepresented to him. What happened Mr S took receipt of a new car in March 2024. He financed the deal through a hire agreement with LEASYS. The car was ordered three mo... (2 pages)View decision
