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 381195 results
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Decision Reference DRN-5581787
15 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5581787 The complaint Mr A complains that The Royal Bank of Scotland plc won’t refund to him some payments that he made from his account from March 2022. What happened Mr A made payments from his Royal Bank of Scotland bank account using an online payment system to a named individua... (3 pages)View decision -
Decision Reference DRN-5580954
15 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5580954 The complaint Miss F complains about how British Gas Insurance Limited handled and settled a claim she made under her HomeCare policy What happened Miss F held a HomeCare policy, which is underwritten by British Gas Insurance Limited (BGIL). She held this policy since 2002.... (4 pages)View decision -
Decision Reference DRN-5644438
15 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5644438 The complaint Mr and Mrs T have complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) mis-sold them a fee-paying Advantage Gold account (that was later rebranded as a Select Platinum account) in 2003. Mr and Mrs T say that NatWest failed to draw their ... (5 pages)View decision -
Decision Reference DRN-5646686
15 Jul 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5646686 The complaint Mr M is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to him irresponsibly by providing him with a personal loan. Mr M’s complaint has been handled by a representative but for ease I’ve written as if we’ve dealt with... (4 pages)View decision -
Decision Reference DRN-5592369
15 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5592369 The complaint Ms F and Ms G complain about how AXA Insurance UK Plc handled and settled a claim they made on their buildings insurance policy. Reference to AXA includes its agents. While both Ms F and Ms G brought the complaint as joint policyholders, because Ms G has done m... (3 pages)View decision -
Decision Reference DRN-5410027
15 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5410027 The complaint Mr M is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to a cruel investment scam. In October and November 2023, he made the follo... (3 pages)View decision -
Decision Reference DRN-5636362
15 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5636362 The complaint Mr M is unhappy that NewDay Ltd trading as Fluid gave him incorrect information about a money transfer and reversed a payment without his authority. What happened On 31 January 2024 Mr M phoned NewDay to ask about transferring money from his credit card account... (2 pages)View decision -
Decision Reference DRN-5310913
15 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5310913 The complaint Miss F complains about how Moneybarn No. 1 Limited (*Moneybarn*) dealt with her when she got into financial difficulties with her car finance agreement. What happened Miss F entered a conditional sale agreement with Moneybarn in March 2021 for the supply of a u... (3 pages)View decision -
Decision Reference DRN-5680530
15 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5680530 The complaint Miss B complains that Clydesdale Bank plc, trading as Virgin Money, won’t refund to her the money that she paid for some holiday accommodation. What happened Miss B used her Virgin Money credit card in July 2024 to pay £902.78 for some holiday accommodation. Sh... (3 pages)View decision -
Decision Reference DRN-5013095
15 Jul 2025 Chevening Financial Ltd Not upheldInvestmentsDRN-5013095 The complaint Mr C says Chevening Financial Ltd (Chevening) advised him to invest in an unregulated collective investment scheme (UCIS). Mr C says he did not meet the criteria for such an investment and that it should not have been recommended to him. The investment has not... (6 pages)View decision
