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 384134 results
-
Decision Reference DRN-5537941
8 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5537941 The complaint Mrs G complains that American Express Services Europe Limited will not refund the balance paid with her credit card after a flight was cancelled. In addition, Amex will not meet the additional cost of re-booking. What happened Mrs G’s husband booked flights for... (3 pages)View decision -
Decision Reference DRN-5678074
8 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5678074 The complaint Mrs T complains that AXA Insurance UK Plc has caused delays with a claim on her home contents insurance and failed to settle the claim fairly. Where I refer to AXA, this includes its agents and claims handlers acting on its behalf. What happened Mrs T made a cl... (2 pages)View decision -
Decision Reference DRN-5678376
8 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5678376 The complaint Mr S has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he says he lost in an alleged scam. What happened Mr S’s representatives have explained that he paid into a cryptocurrency investment scheme following an ... (3 pages)View decision -
Decision Reference DRN-5473675
8 Jul 2025 Yorkshire Building Society UpheldPensions and AnnuitiesDRN-5473675 The complaint Ms H complained that an adviser working for Norwich and Peterborough Building Society (‘NPBS’) gave her unsuitable advice in 1992 to transfer her defined benefit (DB) pension to a personal pension. Yorkshire Building Society (YBS) is now responsible for any adv... (5 pages)View decision -
Decision Reference DRN-5647416
8 Jul 2025 TSB Bank plc Not upheldConsumer CreditDRN-5647416 The complaint Mrs B complains that TSB Bank plc (‘TSB’) unfairly refused her applications for a personal loan of £20,000. Mrs B wants TSB to pay her significant compensation. What happened Mrs B complained to TSB that they’d refused her applications for a personal loan on ... (3 pages)View decision -
Decision Reference DRN-5416686
8 Jul 2025 State Bank Of India (UK) Limited UpheldBanking and PaymentsDRN-5416686 The complaint Two of Mrs K’s sisters, who were appointed as joint attorneys by Mrs K under a lasting power of attorney, complain that State Bank of India (UK) Limited didn’t deal with two separate requests professionally and efficiently. What happened Mrs K has an account wi... (3 pages)View decision -
Decision Reference DRN-5677791
8 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5677791 The complaint Mr M complains Revolut Ltd (“Revolut”) won’t refund the money he lost to a cryptocurrency investment scam. What happened I issued a provisional decision in June 2025 to explain why I thought Mr M’s complaint shouldn’t be upheld - and I said I’d consider anythin... (8 pages)View decision -
Decision Reference DRN-5667189
8 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5667189 The complaint Mr F complains that Revolut Ltd (‘Revolut’) debited his account with two payments totalling roughly £335 which he says he did not make or otherwise authorise. What happened In May 2025 I wrote to both parties to this complaint to explain my thoughts on the case... (3 pages)View decision -
Decision Reference DRN-5666926
8 Jul 2025 Inclusive Finance Limited UpheldConsumer CreditDRN-5666926 The complaint Miss D complains that Inclusive Finance Limited trading as Creditspring (‘Creditspring’) didn’t process her direct debit correctly which caused her distress and inconvenience. Miss D would like Creditspring to increase their offer of compensation. What happened... (2 pages)View decision -
Decision Reference DRN-5678469
8 Jul 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5678469 The complaint Mr K complains Telefonica UK Limited trading as O2 supplied him with an altered mobile phone device through a fixed sum loan agreement. What happened In September 2023, Mr K acquired a mobile phone through a fixed sum loan agreement with O2. The total amount o... (3 pages)View decision
