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 385419 results
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Decision Reference DRN-5657855
2 Jul 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5657855 The complaint Miss B is unhappy that the car supplied to her under a hire agreement with Motability Operations Limited (“MO”) was not the one she ordered. When I refer to what Miss B has said and what MO has said, it should also be taken to include things said on their beha... (4 pages)View decision -
Decision Reference DRN-5663192
2 Jul 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5663192 The complaint Mr B is unhappy that The Co-operative Bank Plc consider his account to be closed and with the service he’s received surrounding that. What happened Mr B held a credit card account with Co-op. On several occasions in 2024, Mr B spoke with Co-op and asked for a ... (4 pages)View decision -
Decision Reference DRN-5552954
2 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5552954 The complaint Ms V is unhappy with Clydesdale Bank Plc trading as Virgin Money’s handling of her ISA transfer from another financial institution I will refer to as “N”. What happened Ms V manually tried to transfer her ISA funds to Virgin Money. She didn’t use the ISA trans... (3 pages)View decision -
Decision Reference DRN-5664763
2 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5664763 The complaint Mr and Mrs G say TSB Bank plc (‘TSB’), hasn’t treated them fairly following an ‘authorised push payment’ (‘APP’) investment scam they fell victim to. They say TSB should reimburse them for the money they lost along with compensatory interest as they have been u... (7 pages)View decision -
Decision Reference DRN-5659962
2 Jul 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5659962 The complaint Mr and Mrs L complain about the handling of their home insurance (buildings and contents) claim by Ageas Insurance Limited (‘Ageas’). Much of Mr and Mrs L’s unhappiness is directed at various agents that acted on behalf of Ageas. As Ageas have accepted responsi... (3 pages)View decision -
Decision Reference DRN-5523565
2 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5523565 The complaint Mr W and Mrs W complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they say was lost as the result of a scam. What happened In 2018, Mr W and Mrs W were introduced to an investment by a longstanding friend who worked in the financia... (3 pages)View decision -
Decision Reference DRN-5586628
2 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5586628 The complaint Mr W complained about the way Santander UK Plc dealt with a dispute he raised for a payment he made using his debit card. What happened Mr W is represented in his complaint, but to keep things simple I have referred to all submissions and actions taken as bein... (4 pages)View decision -
Decision Reference DRN-5598628
2 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5598628 The complaint Mr T is unhappy NATIONAL WESTIMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) did not recognise the unusual transactions he was making through his current account and did not step in to support and prevent him from experiencing financial harm. Mr T says NatWest’... (6 pages)View decision -
Decision Reference DRN-5502103
2 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5502103 The complaint The representative of the estate of the late Mr B is unhappy Revolut Ltd (“Revolut”) won’t reimburse them for the money Mr B lost when he fell victim to a scam. For the sake of readability, I will refer to Mr B throughout this decision rather than the late Mr B... (9 pages)View decision -
Decision Reference DRN-5664561
2 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5664561 The complaint Mr and Mrs G say Santander UK Plc (‘Santander’), hasn’t treated them fairly following an ‘authorised push payment’ (‘APP’) investment scam they fell victim to. They say Santander should reimburse them for the money they lost along with compensatory interest as ... (7 pages)View decision
