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 366874 results
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Decision Reference DRN-5546314
3 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5546314 The complaint Mr and Mrs P complain that Santander UK Plc – as the recipient bank, didn’t do enough to prevent them losing money to an alleged scam. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. In April 2017... (3 pages)View decision -
Decision Reference DRN-5178591
3 Jun 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5178591 The complaint Mr M has complained that Aviva Life & Pensions UK Limited (Aviva) hasn’t applied contributions to his personal pension plan (PPP) properly and that the number of units he holds in his plan is incorrect. What happened The investigator who considered this mat... (9 pages)View decision -
Decision Reference DRN-5551825
3 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5551825 The complaint Mr H gave a personal guarantee for borrowing by his company, which has since been dissolved. He complains that Barclays Bank UK PLC is unfairly relying on his personal guarantee. He says the bank obtained both the company’s loan agreement and his guarantee unde... (3 pages)View decision -
Decision Reference DRN-5592764
3 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5592764 The complaint Mr S complains Barclays Bank UK PLC (“Barclays”) closed his account without notice nor explanation. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting out some ... (3 pages)View decision -
Decision Reference DRN-5108848
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5108848 The complaint Ms M is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. The complaint is brought on Ms M’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat everything h... (13 pages)View decision -
Decision Reference DRN-5395853
3 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5395853 The complaint Mr H and Ms N are unhappy that National Westminster Bank Plc will not refund the money they lost as the result of an authorised push payment (APP) scam. Mr H brought this complaint through a representative, for ease of reading I will refer solely to Mr H in th... (3 pages)View decision -
Decision Reference DRN-5601057
3 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5601057 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 caused... (3 pages)View decision -
Decision Reference DRN-5600188
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5600188 The complaint Mr W complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr W has explained that in April to May 2023 he... (9 pages)View decision -
Decision Reference DRN-5314909
3 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5314909 The complaint Mrs J complains that Bank of Scotland plc will not meet her claim under section 75 of the Consumer Credit Act 1974 (“section 75”) after she bought a car which developed faults. The bank trades in this case under its Halifax brand. What happened In May 2021 Mrs ... (3 pages)View decision -
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
