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 392389 results
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Decision Reference DRN-5926225
12 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5926225 The complaint Mr S has complained that when his Nationwide Building Society Loyalty Saver account was transitioned to being a Reward Saver account he started receiving his statements by post, which greatly upset him as he has experienced many mail problems over the years. Wh... (4 pages)View decision -
Decision Reference DRN-5897938
12 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5897938 The complaint Mr D complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background of this ... (6 pages)View decision -
Decision Reference DRN-5515670
12 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5515670 The complaint Mr L complains Nationwide Building Society (“Nationwide”) has not reimbursed the funds he believes he lost to an investment scam. What happened Mr L came across an investment opportunity in a company I will refer to as “H”. H had several different building proj... (4 pages)View decision -
Decision Reference DRN-5859511
12 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5859511 The complaint Mrs S has complained that when her Nationwide Building Society Loyalty Saver account was transitioned to being a Reward Saver account she started receiving her statements by post, which greatly upset her as she has experienced many mail problems over the years.... (4 pages)View decision -
Decision Reference DRN-5830148
12 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5830148 The complaint Miss D complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) hasn’t refunded her after she reported falling victim to a scam. What happened Both parties are familiar with the background to this complaint and so I’ll only summarise the key de... (4 pages)View decision -
Decision Reference DRN-6018328
12 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-6018328 The complaint Mr S complains that Nationwide Building Society (Nationwide) hasn’t fully refunded him the money he lost in an investment scam. Mr S is being represented by a family member, but for ease of reading I’ll just refer to Mr S. What happened The circumstances surrou... (7 pages)View decision -
Decision Reference DRN-5542933
12 Dec 2025 Countrywide Assured Plc Not upheldInsuranceDRN-5542933 The complaint Mrs O complains that her life insurance with Direct Line (now Countrywide Assured Plc) was for a fixed-term and ended recently. She says this was mis-sold as she only ever intended to take out a policy for life. What happened Mrs O recently received a letter fr... (3 pages)View decision -
Decision Reference DRN-6009889
12 Dec 2025 Society of Lloyd's UpheldInsuranceDRN-6009889 The complaint Mr P has complained about Society of Lloyd’s (SoL’s) handling of a claim he made under his new home building warranty (warranty). Any reference to SoL in this decision, where relevant, also includes the underwriting syndicate, L, which provided the cover under ... (25 pages)View decision -
Decision Reference DRN-5820170
12 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5820170 The complaint Mr B complains that Barclays Bank UK PLC decided not to refund him the money he lost through a scam. Mr B has brought his complaint to us via a representative, but I will refer to him throughout for simplicity. What happened Mr B said that he found out about ... (4 pages)View decision -
Decision Reference DRN-5933447
12 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5933447 The complaint Mr M complains about how Bank of Scotland plc trading as Halifax responded to a claim for money back in relation to a purchase made using his debit card. What happened In August 2024, Mr M used his debit card with Halifax to buy four alloy wheels and four tyres... (4 pages)View decision