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 367926 results
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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-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-5088077
3 Jun 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5088077 The complaint Mr W complains about a motorbike supplied under a conditional sale agreement, provided by Close Brothers Limited trading as Close Brothers Motor Finance (‘CB’). What happened Towards the end of May 2024 Mr W acquired a used motorbike under a conditional sale a... (4 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-5526434
3 Jun 2025 Covea Insurance plc Not upheldInsuranceDRN-5526434 The complaint Mrs K complains about Covea Insurance plc’s decision to decline a claim under a home insurance policy. What happened Mrs K had a home insurance policy with Covea. In September 2024, items were stolen from her home overnight while she was asleep. Mrs K made a cl... (2 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-5504098
3 Jun 2025 Covea Insurance plc Not upheldInsuranceDRN-5504098 The complaint Mr O complains about how Covea Insurance plc (Covea) charged an additional premium on his policy for changing his vehicle and adding a named driver. But only offered a small refund when he told them he no longer required the named driver on the policy. Any ref... (2 pages)View decision -
Decision Reference DRN-5220166
3 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5220166 The complaint Miss P complains that Revolut Ltd won’t reimburse her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. Bu... (2 pages)View decision
