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 121074 results
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Decision Reference DRN-5139919
27 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5139919 Complaint Mr B is unhappy that Nationwide Building Society didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2020, Mr B was contacted and offered an investment opportunity by a company (which I’ll refer to as Company A). It was offering a bond... (4 pages)View decision -
Decision Reference DRN-5584113
27 May 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5584113 The complaint M complain Metro Bank PLC (“Metro”) closed their account without explanation and have caused significant avoidable delay in returning their funds due to errors on its part. M’s director, Mr A, says he borrowed funds from a friend to fly to the UK and to pay for... (6 pages)View decision -
Decision Reference DRN-5534278
27 May 2025 Wakam UpheldInsuranceDRN-5534278 The complaint Miss M has complained about the way Wakam handled the renewal of her pet policy. What happened Miss M had insured her dog and latterly her cat(s) with Wakam. In October 2022, she believed her renewal premium was too expensive. So, she contacted Wakam to discus... (4 pages)View decision -
Decision Reference DRN-5585629
27 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5585629 The complaint Ms H is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. She’s also dissatisfied with the service she received after the fraud was reported, particularly that Revolut didn’t call her to discuss the situation. What... (5 pages)View decision -
Decision Reference DRN-5578644
27 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5578644 The complaint Mr and Mrs J complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY wouldn’t lend them extra money on their mortgage, because it said they had bad debts. Mr and Mrs J said there was nothing whatsoever on their credit files to support that. What happened... (4 pages)View decision -
Decision Reference DRN-5092384
27 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5092384 The complaint Miss W is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss W fell victim to a cruel investment scam. After responding to an online advert that appea... (6 pages)View decision -
Decision Reference DRN-5573849
27 May 2025 First Complete Limited UpheldMortgagesDRN-5573849 The complaint Mr and Mrs S complain about what happened when they approached a broker working under the umbrella of First Complete Limited trading as PRIMIS Mortgage Network (“PRIMIS”) to help them secure additional mortgage borrowing. What happened Mr and Mrs S were very un... (7 pages)View decision -
Decision Reference DRN-5519273
27 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5519273 The complaint Mrs K is unhappy Monzo Bank Ltd will not refund £4,876 she lost as the result of an authorised push payment (APP) scam. Mrs K brought her complaint to this service through a representative. For ease of reading, I will refer solely to Mrs K in this decision. Wha... (5 pages)View decision -
Decision Reference DRN-5519703
27 May 2025 MBNA Limited UpheldConsumer CreditDRN-5519703 The complaint Miss D has complained about how MBNA Limited handled her loan application, and the delay in receiving the funds. What happened On 12 August 2024, Miss D applied for a loan with MBNA. However, she was later told she’d need to reapply. Ultimately, she received th... (2 pages)View decision -
Decision Reference DRN-5410570
27 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5410570 The complaint Mr B has complained that his car was damaged while it was being repaired by his motor insurer, Tradex Insurance Company PLC (Tradex’), after he made a claim on his policy. Tradex is the underwriter of this policy i.e., the insurer. During the claim Mr B also d... (4 pages)View decision
