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 370902 results
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Decision Reference DRN-5416460
29 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5416460 The complaint Mr K complains that Revolut Ltd won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of b... (2 pages)View decision -
Decision Reference DRN-5511044
29 May 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5511044 The complaint Mrs S complains that Watford Insurance Company Europe Limited (‘Watford’) voided her motor insurance policy and didn’t pay her theft claim. Mrs S has been represented by a family member during this complaint. But for ease of reading, any reference to ‘Mrs S’ i... (4 pages)View decision -
Decision Reference DRN-5341555
29 May 2025 Stagemount Limited Not upheldConsumer CreditDRN-5341555 The complaint Mr K complains that Stagemount Limited trading as Quidmarket (“Quidmarket”) lent to him irresponsibly. What happened Mr K took three loans. This table gives brief details. Loan Approved Amount Monthly Repayments (rounded) Repaid 1 26 November 2021 £300 3 mont... (9 pages)View decision -
Decision Reference DRN-5590128
29 May 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5590128 The complaint Mr O and Mrs S complain TSB Bank plc closed their account and added Mrs S’ details to a fraud database. What happened Mrs S was sent three payments on behalf of her father, and all three were raised as fraudulent. TSB spoke to Mrs S after the first payment an... (3 pages)View decision -
Decision Reference DRN-5559795
29 May 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5559795 The complaint Miss A complains that Vanquis Bank Limited (‘Vanquis’) misinformed her regarding her credit card account, and set up a direct debit to collect her minimum payments too late. Miss A’s unhappy that this resulted in negative information being recorded on her cred... (3 pages)View decision -
Decision Reference DRN-5586781
29 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5586781 The complaint Mrs C complains that Nationwide Building Society failed to update her address correctly. She says this resulted in, amongst other things, a default being unfairly recorded against her. What happened Mrs C holds a credit card account with Nationwide. She was st... (3 pages)View decision -
Decision Reference DRN-5590357
29 May 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5590357 The complaint Mr S is unhappy with how Capquest Debt Recovery Limited (Capquest) have engaged with him about an outstanding credit card debt of £7,312.66. What happened I issued my provisional decision to both parties explaining why I thought Mr S’s complaint should be uphe... (6 pages)View decision -
Decision Reference DRN-5456580
29 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5456580 The complaint Mr B complains that an error made by HSBC UK Bank Plc (HSBC) resulted in adverse impact to his credit rating. What happened Mr B took out a credit card with HSBC on 14 July 2024. On 5 January 2025, he requested a credit limit increase via internet banking, wh... (3 pages)View decision -
Decision Reference DRN-5588560
29 May 2025 Perspective (North East) Limited UpheldInvestmentsDRN-5588560 The complaint Mr and Mrs V complain that Perspective (North East) Limited (“Perspective”) didn’t give them clear information about the tax treatment of the investments it recommended to them. They say, as a result, they have incurred capital gains tax (CGT). They want Perspe... (8 pages)View decision -
Decision Reference DRN-5439094
29 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5439094 The complaint Mr W complains that Santander UK Plc did not reimburse the £50,000 he lost to a scam. What happened Mr W was interested in investing and a friend and business colleague of his introduced him to an investment opportunity with a company I’ll refer to as ‘V’. Thi... (4 pages)View decision
