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 364766 results
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Decision Reference DRN-5441984
16 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5441984 The complaint Miss A’s complaint is about a credit card issued to her by Vanquis Bank Limited in 2019. Miss A says Vanquis acted irresponsibly when it gave her a credit card, and then later increased her credit limit. To resolve the complaint Miss A would like Vanquis to re... (3 pages)View decision -
Decision Reference DRN-5388751
16 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5388751 The complaint Mr J complains that Santander UK Plc (Santander) won’t refund money he says was part of a scam investment scheme. What happened What Mr J says: Mr J says he was encouraged to invest in a trading ‘bot’ scheme that would provide him with a monthly return. This wa... (5 pages)View decision -
Decision Reference DRN-5489842
16 Apr 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5489842 The complaint Mr S and Miss W’s complaint is about their mortgage account with Clydesdale Bank Plc trading as Virgin Money (and referred to here as Clydesdale). Mr S, who has dealt with the complaint throughout, is unhappy about arrears that have accrued on the account. Mr ... (8 pages)View decision -
Decision Reference DRN-5418926
16 Apr 2025 EUI Limited UpheldInsuranceDRN-5418926 The complaint Miss W complains about what EUI Limited did after she contacted it about a motor accident. What happened Miss W has motor insurance which EUI arranged. On 28 December 2019 Miss W was involved in a car accident. She says she contacted EUI to notify it of the inc... (3 pages)View decision -
Decision Reference DRN-5485359
16 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5485359 The complaint Mr C is unhappy with how Nationwide Building Society (Nationwide) handled a claim he made to them. What happened Mr C purchased flight tickets in April 2024 using his Nationwide credit card to the sum of £158.88. This was for return flights from London to Vien... (6 pages)View decision -
Decision Reference DRN-5368318
16 Apr 2025 Tesco Mobile Limited Not upheldInsuranceDRN-5368318 The complaint Mr B complains Tesco Mobile Limited mis-sold him a mobile phone insurance policy. What happened In October 2021 Mr B took out a new mobile phone contact with Tesco Mobile. Insurance for his phone was included in that package. Mr B complained in September 2024 ... (2 pages)View decision -
Decision Reference DRN-4999911
16 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4999911 The complaint Mr R complains that Lloyds Bank PLC won’t refund the full amount of money he 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 and based on the submissions of both p... (3 pages)View decision -
Decision Reference DRN-4999883
16 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4999883 The complaint Mr R complains that Revolut Ltd won’t refund the full amount of money he 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 and based on the submissions of both parti... (3 pages)View decision -
Decision Reference DRN-5334170
16 Apr 2025 West Bay Insurance Plc UpheldInsuranceDRN-5334170 The complaint Mrs H is unhappy with what West Bay Insurance Plc did after she made a claim on her lifetime pet insurance policy. What happened In July 2024 Mrs H’s dog (B) had surgery to treat an aural haematoma on its right and then left ear. She claimed on her insurance fo... (3 pages)View decision -
Decision Reference DRN-4999837
16 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4999837 The complaint Mr R complains that Bank of Scotland plc trading as Halifax won’t refund the full amount of money he 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 and based on t... (3 pages)View decision
