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 368546 results
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Decision Reference DRN-5620534
12 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5620534 The complaint Mr H and Ms S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (16 pages)View decision -
Decision Reference DRN-5557966
12 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5557966 The complaint Mr F complains Bank of Scotland plc trading as Halifax didn’t do enough to help get a refund for a transaction made on his debit card. What happened In July 2024, Mr F bought a number of vintage bottles of wine at auction, paying with his Halifax debit card. ... (4 pages)View decision -
Decision Reference DRN-5615703
12 Jun 2025 Nutmeg Saving and Investment Limited UpheldPensions and AnnuitiesDRN-5615703 The complaint Mr A complains that Nutmeg Saving and Investment Limited (“Nutmeg”) proceeded with a transfer of his pension to another provider, despite having been instructed not to do so. He says this resulted in his fund reducing in value. What happened Mr A held a number... (4 pages)View decision -
Decision Reference DRN-5576536
12 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5576536 The complaint Miss O complains about the amount Admiral Insurance (Gibraltar) Limited (Admiral) have paid to settle a claim she made on her motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised eve... (4 pages)View decision -
Decision Reference DRN-5357308
12 Jun 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5357308 The complaint Mr L complains about the actions of Marks & Spencer Financial Services Plc trading as M&S Bank when he attempted to carry out a transaction on his credit card account. What happened In January 2024, M&S Bank issued a new card to Mr L following the ... (3 pages)View decision -
Decision Reference DRN-5154118
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5154118 The complaint Mr A complains that Monzo Bank Ltd did not refund him money, which he believes he has lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary I understand it to be as fol... (3 pages)View decision -
Decision Reference DRN-5421088
12 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5421088 The complaint Miss B said she was unable to take out a new fixed interest rate deal on her mortgage with Bank of Scotland plc trading as Halifax, using its online system. She had to take time off work for an advisor appointment, then wait for paper documents to arrive before... (2 pages)View decision -
Decision Reference DRN-5620461
12 Jun 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5620461 The complaint Miss M is unhappy because she received two annual payments for her Cash-Out Retirement Plan with Legal and General Assurance Society Limited (L&G) in the same tax year and which meant she had to pay additional income tax. What happened I issued a provisiona... (5 pages)View decision -
Decision Reference DRN-5291770
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5291770 The complaint Mr H complains that Revolut Ltd will not refund money he said he lost to a scam. What happened The details of this complaint are well known to both parties so I won’t repeat it all again here. In summary, between February and March 2024 Mr H made two payments t... (2 pages)View decision -
Decision Reference DRN-5284473
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5284473 The complaint Mrs G complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) did not reimburse her £4,500 which she says she lost to an investment scam. What happened Mrs G was informed about an investment opportunity by her financial mentor with a company I wi... (5 pages)View decision
