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 367928 results
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Decision Reference DRN-5014896
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5014896 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened In September 2023 Mr A fell victim to what is known as a ‘job’ or ‘task’ scam. He was recruited by someone promising that he could earn money by carrying out simple online ... (8 pages)View decision -
Decision Reference DRN-5379869
3 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5379869 The complaint Ms E complains that Santander UK Plc (“Santander”) haven’t removed her from a joint account she shared with Mr B, and now a default has been recorded. Both Ms E and Mr B have consented to the complaint being considered, but as Ms E is the one bringing the comp... (3 pages)View decision -
Decision Reference DRN-5504751
3 Jun 2025 OneSavings Bank Plc Not upheldBanking and PaymentsDRN-5504751 The complaint Mr G complains about OneSavings Bank Plc (OSB) when a Fixed Rate ISA (FRISA) account matured. What happened After investing into a two-year FRISA in November 2022, OSB wrote to Mr G early November 2024 prior to maturity to make him aware, to detail the availabl... (2 pages)View decision -
Decision Reference DRN-5598693
3 Jun 2025 R. K. Henshall & Co. Limited UpheldInsuranceDRN-5598693 The complaint S complains that R.K.Henshall & Co Limited (RKH) mis sold them a motor fleet policy. This is because it was unaware that the excess payable on one of the vehicles was £1500. What happened S purchased a fleet policy through RKH in November 2024. In Decembe... (3 pages)View decision -
Decision Reference DRN-5584509
3 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5584509 The complaint This complaint is about a mortgage Mr C holds, jointly with a third party, with National Westminster Bank Plc (NatWest). The essence of the complaint is that Mr C believes NatWest is treating him unfairly by refusing to apply forbearance options to the mortgage... (3 pages)View decision -
Decision Reference DRN-5595835
3 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5595835 The complaint Mr R complains that a car supplied to him under a hire purchase agreement with Black Horse Limited is of unsatisfactory quality. Black Horse Limited have upheld the complaint and offered redress. Mr R is left unhappy at the redress offered by Black Horse Limite... (4 pages)View decision -
Decision Reference DRN-5475112
3 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5475112 The complaint Mr A complains that Nationwide Building Society didn't pay a £175 switch incentive to him when he switched his account to it. What happened At the end of December 2024, to take advantage of Nationwide’s switch incentive offer, Mr A applied to switch his ac... (2 pages)View decision -
Decision Reference DRN-5436350
3 Jun 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5436350 The complaint Mr P complains about Fortegra Europe Insurance Company Ltd (“FEI”) and their decision to decline the claim he made on his Guaranteed Asset Protection (“GAP”) insurance policy. What happened The claim and complaint circumstances are well known to both parties. S... (3 pages)View decision -
Decision Reference DRN-5542030
3 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5542030 The complaint Mr H complains that Zopa Bank Limited lent to him irresponsibly. What happened Mr H complains about the following loans he has with Zopa: Date Amount Loan term Repayment Loan 1 6 January 2020 £15,000 48 months £443.08 Loan 2 7 January 2021 £1,0000 36 months £37.67... (3 pages)View decision -
Decision Reference DRN-5110613
3 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5110613 The complaint Ms G is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms G fell victim to a cruel investment scam. After responding to an advert she saw on social media offering attractive returns that app... (5 pages)View decision
