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 369228 results
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Decision Reference DRN-4791956
20 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4791956 The complaint Miss H complains that Revolut Ltd did not refund transactions she says she did not authorise. What happened Miss H says she was contacted by an individual claiming to be from a third-party bank she has a current account with, I’ll call this bank ‘X’ for the pu... (3 pages)View decision -
Decision Reference DRN-5261452
20 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5261452 The complaint Ms P complains about the way that Topaz Finance Limited trading as Hyalite Mortgages (Hyalite) is handling arrears on a mortgage which she took out alongside her ex-partner, which she believed she was no longer a party to following their divorce. She is also un... (7 pages)View decision -
Decision Reference DRN-5257765
20 Mar 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5257765 The complaint Mr A complains about how First Central Insurance Management Limited trading as First Central (“First Central”) handled a claim under his car insurance policy. What happened Mr A had a car insurance policy with First Central. On 12 December 2023 Mr A was involve... (4 pages)View decision -
Decision Reference DRN-5369642
20 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5369642 The complaint Mr L’s complaint is that Bank of Scotland plc trading as Halifax acted irresponsibly when it offered him a credit card and increased his borrowing limit on the card. To put things right, Mr L would like Halifax to refund interest and charges applied to the acco... (3 pages)View decision -
Decision Reference DRN-5413019
20 Mar 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5413019 The complaint Mrs B is a sole trader. She complains that Zempler Bank Limited (trading as Cashplus) behaved unreasonably as it didn’t undertake affordability checks when she applied for a business credit card. What happened Mrs B told us: In February 2022 she applied for... (5 pages)View decision -
Decision Reference DRN-5360164
20 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5360164 The complaint Mr J complains that Nationwide Building Society treated him unfairly by deciding to withdraw the use of passbooks. What happened Mr J is a long-standing customer of Nationwide and he’s used passbooks to help him manage his savings accounts in branch for several... (2 pages)View decision -
Decision Reference DRN-5344359
20 Mar 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5344359 The complaint Mr D’s complaint is about his mortgage account held with Bank of Scotland plc (BOS). Mr D said that BOS incorrectly led him to believe his interest-only mortgage account had been extended. When BOS later considered Mr D’s request to extend this part of his mort... (5 pages)View decision -
Decision Reference DRN-5007002
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5007002 The complaint Mr R complains that Revolut Ltd won’t refund money he lost to a scam. What happened Mr R fell victim to a cryptocurrency investment scam. He came across an advert online for an investment firm – which I’ll call C. Mr R had been dabbling in cryptocurrency inves... (9 pages)View decision -
Decision Reference DRN-5304902
20 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5304902 The complaint Mr T and Mrs R complain about Aviva Insurance Limited’s (“Aviva”) handling of their claim, including its decision not to pursue recovery of its costs, under their home buildings insurance policy. What happened Mr T and Mrs R say a small fire occurred at their h... (3 pages)View decision -
Decision Reference DRN-5299652
20 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5299652 The complaint Mrs S complains about the decision of Admiral Insurance (Gibraltar) Limited to proportionately pay her motor insurance claim due to her having not disclosed a speeding offence. What happened Mrs S’ car was stolen in August of 2024 and when considering her insur... (3 pages)View decision
