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 364422 results
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Decision Reference DRN-5155962
6 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5155962 The complaint Mrs F complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. What happened The detailed background to this complaint is well-known to the parties and has been previously set out by our investigator. Briefly, Mrs F f... (4 pages)View decision -
Decision Reference DRN-5203550
6 Feb 2025 Soteria Insurance Limited UpheldInsuranceDRN-5203550 The complaint Ms B and Mr I complain that Soteria Insurance Limited (“Soteria”) mishandled their home insurance claim following a leak at their property. Any reference to Soteria in this decision include its appointed agents and representatives. What happened In October 2018... (4 pages)View decision -
Decision Reference DRN-5196040
6 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5196040 The complaint Mr G complains that Bank of Scotland plc, trading as Halifax, won’t refund to him the money that he paid to an online retailer. What happened Mr G used his Halifax debit card in December 2023 to pay £72.95 to an online retailer for some jewellery to be delivere... (3 pages)View decision -
Decision Reference DRN-5219282
6 Feb 2025 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-5219282 The complaint Mr K complains that Hargreaves Lansdown Advisory Service (“HLAS”) advised him to invest in the Woodford Equity Income Fund (“WEIF”) when it had grave concerns about the fund internally and that it knowingly misled him about the fund. What happened In 2017 Mr K ... (7 pages)View decision -
Decision Reference DRN-5282407
6 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5282407 The complaint Mr and Mrs M have complained that when Nationwide Building Society (“Nationwide”) changed the travel insurer on its FlexPlus travel insurance, it failed to consider the full costs for its customers. What happened From 15 February 2024, Nationwide wrote out to i... (3 pages)View decision -
Decision Reference DRN-5314111
6 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5314111 The complaint Mr M complains about Healthcare Finance Limited’s (HFL) response to his claim brought under section 75 Consumer Credit Act 1974 (s.75) in respect of dental aligner treatment he bought using a fixed sum loan from it. What happened In August 2023 Mr M bought dent... (5 pages)View decision -
Decision Reference DRN-5210915
6 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5210915 The complaint Mr H complains that Revolut Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr H had an account with Revolut which he’d opened in 2023. On 4 May 2023, a payment of just over £260 was made into Mr H’s account, fro... (4 pages)View decision -
Decision Reference DRN-5220913
6 Feb 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5220913 The complaint Mr C has brought a complaint on behalf of a business “C.” For ease throughout I’ll refer to Mr C rather than the business. Mr C was unhappy that a sudden block was placed on his business, personal and club accounts by Metro Bank Plc. What happened Mr C said t... (3 pages)View decision -
Decision Reference DRN-5272556
6 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5272556 The complaint Mr C complains about issues he experienced with his credit card and the service he received from Vanquis Bank Limited when he reported the issues. What happened Mr C holds a credit card account with Vanquis. On 26 August 2024 Mr C experienced issues with his c... (2 pages)View decision -
Decision Reference DRN-5220893
6 Feb 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5220893 The complaint Mr C is unhappy with Metro Bank PLC. Mr C found that his business, personal and club accounts had suddenly been blocked. This led to problems for him personally while on holiday. What happened Mr C said he received no prior notification about the sudden block.... (3 pages)View decision
