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-5590844
29 May 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5590844 The complaint Mr K has raised a number of complaints about the overall service he received from Metro Bank PLC’s (“Metro”) agents throughout September and October 2024. What happened Mr K a held bank account with Metro. Mr K made a number of complaints (18 in total) regardin... (5 pages)View decision -
Decision Reference DRN-5511044
29 May 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5511044 The complaint Mrs S complains that Watford Insurance Company Europe Limited (‘Watford’) voided her motor insurance policy and didn’t pay her theft claim. Mrs S has been represented by a family member during this complaint. But for ease of reading, any reference to ‘Mrs S’ i... (4 pages)View decision -
Decision Reference DRN-5590128
29 May 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5590128 The complaint Mr O and Mrs S complain TSB Bank plc closed their account and added Mrs S’ details to a fraud database. What happened Mrs S was sent three payments on behalf of her father, and all three were raised as fraudulent. TSB spoke to Mrs S after the first payment an... (3 pages)View decision -
Decision Reference DRN-5559795
29 May 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5559795 The complaint Miss A complains that Vanquis Bank Limited (‘Vanquis’) misinformed her regarding her credit card account, and set up a direct debit to collect her minimum payments too late. Miss A’s unhappy that this resulted in negative information being recorded on her cred... (3 pages)View decision -
Decision Reference DRN-5590357
29 May 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5590357 The complaint Mr S is unhappy with how Capquest Debt Recovery Limited (Capquest) have engaged with him about an outstanding credit card debt of £7,312.66. What happened I issued my provisional decision to both parties explaining why I thought Mr S’s complaint should be uphe... (6 pages)View decision -
Decision Reference DRN-5588560
29 May 2025 Perspective (North East) Limited UpheldInvestmentsDRN-5588560 The complaint Mr and Mrs V complain that Perspective (North East) Limited (“Perspective”) didn’t give them clear information about the tax treatment of the investments it recommended to them. They say, as a result, they have incurred capital gains tax (CGT). They want Perspe... (8 pages)View decision -
Decision Reference DRN-5439094
29 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5439094 The complaint Mr W complains that Santander UK Plc did not reimburse the £50,000 he lost to a scam. What happened Mr W was interested in investing and a friend and business colleague of his introduced him to an investment opportunity with a company I’ll refer to as ‘V’. Thi... (4 pages)View decision -
Decision Reference DRN-5590030
29 May 2025 Takepayments Limited UpheldBanking and PaymentsDRN-5590030 The complaint Mr D, a sole trader, complains that he has been overcharged on fees associated with plastic card transactions. He holds Takepayments Limited responsible. What happened In October 2023, Mr D wanted his new business to be able to take card payments. He received ... (4 pages)View decision -
Decision Reference DRN-5590071
29 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5590071 The complaint Mr H complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr H is being represented by solicitors in this complaint. What happened In early 2023, Mr H came across a firm, “T”, which promoted itself as ... (10 pages)View decision -
Decision Reference DRN-5054800
29 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsThe complaint Mr W complains that Lloyds Bank PLC (’Lloyds’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr W says that he had an account with an online lottery platform I’ll refer to in this decision as G. He received a call from someone who purported to... (5 pages)View decision
