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 381082 results
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Decision Reference DRN-5733080
4 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5733080 The complaint Miss P complains Nationwide Building Society (“Nationwide”) refuses to open her an account with a debit card facility. Miss P wants Nationwide to give her an account which has the use of a debit card and pay her compensation for the distress and inconvenience i... (3 pages)View decision -
Decision Reference DRN-5514147
4 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5514147 The complaint Mr H complains that Bank of Scotland plc trading as Halifax (“Halifax”) held him liable for cash withdrawals he didn’t recognise. What happened Mr H noticed several cash withdrawals that he didn’t recognise. In total there were four withdrawals totalling £480 m... (3 pages)View decision -
Decision Reference DRN-5207107
4 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5207107 The complaint Miss L complains about the actions of Revolut Ltd when she was tricked into making payments as a result of a scam. Miss L is being represented by a legal representative but for ease I’ll only refer to Miss L in the decision. What happened The detailed backgro... (3 pages)View decision -
Decision Reference DRN-5454139
4 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5454139 The complaint Mr B complains that HSBC UK Bank Plc won’t reimburse him after he lost money to an investment – that he now considers to have been a scam – whereby he sent money to an account held at HSBC. Mr B is professionally represented in bringing his complaint, but for e... (4 pages)View decision -
Decision Reference DRN-5534799
4 Aug 2025 Seedrs Limited Not upheldInvestmentsDRN-5534799 The complaint Miss T complains that Seedrs Limited failed to respond to her communications regarding her investment. What happened Miss T has been investing through Seedrs since 22 June 2019 and purchased shares exclusively in a company I shall refer to as Company A, with a ... (3 pages)View decision -
Decision Reference DRN-5655481
4 Aug 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5655481 The complaint Mr M complains about the level of service The Royal Bank of Scotland plc provided when he raised a complaint about the conduct of one of their advisers. He’s also said they failed to adequately explain how interest is charged on the overdraft he has with them. ... (2 pages)View decision -
Decision Reference DRN-5733147
4 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5733147 The complaint Mr K complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and their decision to record his claim as a fault incident. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologically in... (4 pages)View decision -
Decision Reference DRN-5425237
4 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5425237 The complaint Mr B complains that TSB Bank Plc won’t reimburse him, after he made payments towards an investment that he now considers was an Authorised Push Payment (APP) scam. Mr B is professionally represented in bringing his complaint, but for ease of reading, I’ll refer... (5 pages)View decision -
Decision Reference DRN-5568734
4 Aug 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5568734 The complaint Mr S is complaining that Advantage Insurance Company Limited doubled his car insurance premium when his policy was due to renew. He’s unhappy it hasn’t given a clear explanation why it increased so much. What happened In October 2024 Mr S’s broker wrote to him ... (2 pages)View decision -
Decision Reference DRN-5732839
4 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5732839 The complaint A company I will refer to as 2 complains about the way its commercial vehicle insurer, Aviva Insurance Limited (‘Aviva’), dealt with a claim it made on its policy after one of its vehicles was damaged. Mr K who is a director of 2 brings the complaint on its beh... (6 pages)View decision
