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 386796 results
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Decision Reference DRN-5584984
1 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5584984 The complaint Mr B is unhappy that Nationwide Building Society asked him to provide several pieces of personal information, including proof of residency, and that Nationwide have said that they will restrict his accounts with them if he does not. What happened Mr B raised a ... (2 pages)View decision -
Decision Reference DRN-5348853
1 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5348853 The complaint Miss B complains that Starling Bank Limited didn’t do enough to prevent her falling victim to a safe account scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key ... (7 pages)View decision -
Decision Reference DRN-5222156
1 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5222156 The complaint Mr and Mrs C complain that HSBC UK Bank Plc didn’t do enough to protect them when they made payments to a property investment opportunity that they now consider was a scam. In bringing their complaint to this service Mr and Mrs C are represented, but for ease ... (4 pages)View decision -
Decision Reference DRN-5659426
1 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5659426 The complaint A company, which I’ll refer to as G, complains that Revolut Ltd won’t reimburse it after it lost money to an impersonation scam. Ms B, who is the director of G, brings the complaint on G’s behalf. For ease of reading, I’ll refer to all submissions as being made... (10 pages)View decision -
Decision Reference DRN-5653784
1 Jul 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5653784 The complaint Mr T has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C”) now Pathlines Pensions UK Limited. Mr T says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate inves... (39 pages)View decision -
Decision Reference DRN-5630870
1 Jul 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5630870 The complaint Mrs A and Mr A complain that Tesco Underwriting Limited (“Tesco”) mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, first registered in 2023. Its price was over £8... (7 pages)View decision -
Decision Reference DRN-5188031
1 Jul 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-5188031 The complaint Mr T complains Interactive Investor Services Limited didn’t tell him in time about a retail offer for shares he held in his execution only share dealing account. What happened Mr T became aware of a retail offer inviting him to participate in a new issue of sha... (3 pages)View decision -
Decision Reference DRN-5660133
1 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5660133 The complaint Mr C has complained about Mitsubishi HC Capital UK PLC (trading as Novuna Personal Finance) holding him liable for a loan which he says was taken out without his knowledge. What happened In 2024, Mr C fell victim to a cryptocurrency investment scam. He sent fun... (4 pages)View decision -
Decision Reference DRN-5434442
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5434442 The complaint Miss T is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. The complaint is brought on Miss T’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat everythi... (4 pages)View decision -
Decision Reference DRN-5657286
1 Jul 2025 TM Advances Limited Not upheldConsumer CreditDRN-5657286 The complaint Mr W, through a representative, says TM Advances Limited, irresponsibly lent to him. What happened Mr W took out a loan for £1,500 over 30 months from TM Advances on 15 March 2023. The monthly repayments were £159. Mr W says TM Advances failed to conduct propor... (2 pages)View decision
