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 121115 results
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Decision Reference DRN-5141765
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5141765 The complaint Mr F is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr F fell victim to a cruel investment scam. After responding to an online advert, he was contacte... (9 pages)View decision -
Decision Reference DRN-5441106
3 Jun 2025 Brewin Dolphin Limited UpheldInvestmentsDRN-5441106 The complaint Mrs B and Mr B complain that Brewin Dolphin Limited (‘BDL’) failed to transfer investments into their stocks and shares ISAs before the end of the tax year. What happened Mrs B and Mr B had stocks and shares ISAs with BDL. Towards the end of the 2022-23 financi... (7 pages)View decision -
Decision Reference DRN-5600891
3 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5600891 The complaint Mr A and Miss A complain Nationwide Building Society (“Nationwide”) closed their savings account after asking erroneously for a third person - who wasn’t an account holder, nor did they exist - to provide ID. Mr A and Miss A says Nationwide’s actions have cause... (3 pages)View decision -
Decision Reference DRN-5575753
3 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5575753 The complaint Ms F has recently reverted to using her maiden name. So, I will refer to her as Ms F throughout this decision, whereas I previously referred to her as Mrs W. Ms F and Mr W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly an... (24 pages)View decision -
Decision Reference DRN-5121730
3 Jun 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5121730 The complaint Miss V complains that Wise Payments Limited (“Wise”) won’t refund the money she lost as a result of a scam. Miss V has been represented in her complaint by a firm of solicitors. What happened The background to this complaint is well known to both parties, so I’... (3 pages)View decision -
Decision Reference DRN-5312440
3 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5312440 The complaint Mr S and Miss H complain Santander UK PLC (“Santander”) refuses to refund them for transactions on their account they say they didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In ... (2 pages)View decision -
Decision Reference DRN-5575653
3 Jun 2025 Lendable Ltd UpheldConsumer CreditDRN-5575653 The complaint Miss H complains that a car acquired under a hire purchase agreement with Lendable Ltd trading as Autolend (“Autolend”) wasn’t of satisfactory quality when it was supplied to her. What happened The parties are familiar with the background of this complaint so ... (5 pages)View decision -
Decision Reference DRN-5581418
3 Jun 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5581418 The complaint Mr A has complained that Marshmallow Insurance Limited avoided (treated it as if it never existed) his motor insurance policy and refused to pay his claim. He’s also unhappy with delays in the claim, communication, use of non-manufacturer’s parts and not being ... (4 pages)View decision -
Decision Reference DRN-5274918
3 Jun 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5274918 The complaint Ms S complains that Aviva Life & Pensions UK Limited failed to pay her some retirement benefits in a timely manner. What happened Ms S holds pension savings with Aviva. In May 2024 Ms S started to discuss using some of her pension savings to take a pension ... (3 pages)View decision -
Decision Reference DRN-5463107
3 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5463107 The complaint Miss D complains AXA Insurance UK Plc (AXA) didn’t provide her with appropriate alternative accommodation after she made a claim under a home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summ... (3 pages)View decision