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 375868 results
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Decision Reference DRN-5755834
3 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5755834 The complaint Mr M complains that Wise Payments Ltd has declined to reimburse payments made in relation to an investment scam. What happened As the parties are familiar with the facts of this case, I’ll summarise them briefly. In January 2023, Mr M saw an advert on social me... (3 pages)View decision -
Decision Reference DRN-5734192
3 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5734192 The complaint and background Mr P complains Revolut Ltd won’t reimburse over £20,000 that he lost between February and November 2022 when he fell victim to an investment scam. Our investigator didn’t uphold the complaint. She didn’t think any of the payments looked suspiciou... (2 pages)View decision -
Decision Reference DRN-5643361
3 Sep 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5643361 The complaint Mr W complains about the investment loss he says he suffered when his funds remained uninvested for an extended period during Phoenix Life Limited trading as Standard Life’s (Standard Life) transfer of his existing self-invested personal pension (SIPP) to a new ... (10 pages)View decision -
Decision Reference DRN-5755831
3 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5755831 The complaint Mr M complains that Revolut Ltd has declined to reimburse payments made in relation to an investment scam. What happened As the parties are familiar with the facts of this case, I’ll summarise them briefly. In January 2023, Mr M saw an advert on social media sh... (3 pages)View decision -
Decision Reference DRN-5755839
3 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5755839 The complaint Mr M complains that Nationwide Building Society has declined to reimburse payments made in relation to an investment scam. What happened As the parties are familiar with the facts of this case, I’ll summarise them briefly. In January 2023, Mr M saw an advert on... (3 pages)View decision -
Decision Reference DRN-5795459
3 Sep 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5795459 The complaint Mr H complains about how Assurant General Insurance Limited dealt with his mobile phone insurance claim. What happened Mr H has mobile phone insurance through his building society account. He complains that when he made a claim for a lost phone Assurant sent hi... (5 pages)View decision -
Decision Reference DRN-5473091
3 Sep 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5473091 The complaint Mr and Mrs M complain that Northern Bank Limited trading as Danske Bank has declined to reimburse payments made in relation to an investment scam. What happened As the parties are familiar with the facts of this case, I’ll summarise them briefly. In January 202... (3 pages)View decision -
Decision Reference DRN-5659139
3 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5659139 The complaint Miss A complains about Aviva Insurance Limited (Aviva) declining a claim under her motor insurance policy. Aviva say Miss A deliberately misrepresented what happened in an accident in her initial version of events and withdrew indemnity for the claim. Referenc... (5 pages)View decision -
Decision Reference DRN-5737901
3 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5737901 The complaint Mr B is unhappy that Nationwide Building Society applied a £12 charge to his account. What happened Mr B raised a complaint with Nationwide as he couldn’t understand why a £12 ‘default’ fee applied to his account and was showing on his account statement every m... (2 pages)View decision -
Decision Reference DRN-5742257
3 Sep 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5742257 The complaint Mr G complains that the work done by lawyers appointed by, and working for, HSBC UK Bank Plc, was very poor. He said that HSBC’s lawyers lied to him, and significantly delayed the transfer of this mortgage into his sole name, as well as making him incur extra c... (6 pages)View decision
