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 360982 results
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Decision Reference DRN-5346695
11 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5346695 The complaint Mr D is unhappy that Nationwide Building Society didn’t offer him the option of verifying the authenticity of a transaction he wanted to make via Nationwide’s mobile banking app. What happened Mr D was overseas and attempted to make a purchase using his Nationw... (2 pages)View decision -
Decision Reference DRN-5367485
11 Mar 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5367485 The complaint Mr W complains about the way American Express Services Europe Limited (AESEL) (Amex) administered his accounts and the information it’s recorded on his credit file. What happened The background to Mr W’s complaint and my initial conclusions were set out in a pr... (6 pages)View decision -
Decision Reference DRN-5373507
11 Mar 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5373507 The complaint Mr B complains that National Westminster Bank Plc irresponsibly lent him two personal loans, and that it didn’t treat him fairly when he had difficulties with repayment. What happened In October 2018 Mr B borrowed £7,000 from NatWest over a term of 60 months – ... (5 pages)View decision -
Decision Reference DRN-5272134
11 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5272134 The complaint Mr R has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In September 2022 Mr R entered into a two-year fixed sum loan agreeme... (4 pages)View decision -
Decision Reference DRN-5163472
11 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5163472 The complaint Mrs W complains through her representative that NewDay Ltd lent to her irresponsibly when it approved a credit card for her in 2021 and then increased the credit limit three times. What happened Mrs W was approved for a Fluid account credit card in January 202... (6 pages)View decision -
Decision Reference DRN-5341075
11 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5341075 The complaint Mr C complains HSBC UK Bank Plc unfairly blocked his account and withheld an incoming payment. What happened Mr C held a savings account with HSBC and in early September 2024 he received a large incoming payment. This payment was flagged by HSBC, and it blocke... (3 pages)View decision -
Decision Reference DRN-5386737
11 Mar 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5386737 The complaint Mr O is unhappy with Legal and General Assurance Society Limited’s decision to decline his income protection claim. What happened The background to this decision is set out as part of my provisional findings. To summarise, Mr O became too unwell to work in June... (2 pages)View decision -
Decision Reference DRN-5156111
11 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5156111 The complaint Miss B complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Miss B fell victim to a task-based job scam in which she was convinced to send cryptocurrency to a scammer for a job. Miss B found a fully remote job opportu... (10 pages)View decision -
Decision Reference DRN-5386448
11 Mar 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5386448 The complaint Mrs T complains that American Express Services Europe Limited (Amex) has not refunded a payment she made for a holiday which was unsatisfactory and which she paid for using her Amex credit card. She says too that Amex misled her into thinking that she had recei... (5 pages)View decision -
Decision Reference DRN-5385931
11 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5385931 The complaint Mr W complains, with the help of a representative, that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions) didn’t undertake sufficient due diligence before accepting his application to open a self-invested personal pension (‘SIPP’) and his i... (33 pages)View decision
