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 376696 results
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Decision Reference DRN-4826445
28 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-4826445 The complaint Mr V complains Tesco Personal Finance Limited (Tesco) defaulted the credit card he held with them in error, which caused him to lose out financially. Mr V’s also unhappy with the service he had from Tesco and with their decision not to let him use of the card. ... (3 pages)View decision -
Decision Reference DRN-5111160
28 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5111160 The complaint N complains that National Westminster Bank Public Limited Company didn’t release money N requested from a saver account within the time frame stipulated in the terms of the account. N is represented in bringing this complaint to us by its director, Mr R. What h... (2 pages)View decision -
Decision Reference DRN-4726162
28 Mar 2025 Next Retail Limited Not upheldConsumer CreditDRN-4726162 The complaint Mrs H complains Next Retail Limited unfairly added a missed payment record to her credit file after her payment towards her catalogue shopping account was rejected. She’s also unhappy with the customer service she received. What happe... (3 pages)View decision -
Decision Reference DRN-5404717
28 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5404717 The complaint Mr M and Miss W complain that Bank of Scotland, trading as Halifax, won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In June 2021, Mr M met a woman on an online dating website. They started messaging and t... (3 pages)View decision -
Decision Reference DRN-5226287
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5226287 The complaint Mr B complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I will focus ... (2 pages)View decision -
Decision Reference DRN-5267073
28 Mar 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5267073 The complaint Mr and Mrs S complained that The National Farmers’ Union Mutual Insurance Society Limited (NFU) have declined to cover the cost of paying for flood defences. What happened Mr and Mrs S have a buildings and contents policy with NFU. I was sorry to hear that thei... (3 pages)View decision -
Decision Reference DRN-5000875
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5000875 The complaint Mr F says Revolut Ltd (“Revolut”) refuses to recall a payment he made to the wrong beneficiary. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary Mr F says on 6 June 2024 he made a paymen... (2 pages)View decision -
Decision Reference DRN-4881816
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4881816 The complaint Mr Z is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a scam. The complaint is brought on Mr Z’s behalf by a professional representative, but I’ll mostly refer to Mr Z here. What happened Both parties are familiar with the... (3 pages)View decision -
Decision Reference DRN-5220057
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5220057 The complaint Mr C is unhappy that Revolut Ltd won’t refund money he lost to an investment scam. Mr C is supported in making his complaint by a representative, but for ease, I’ll only refer to Mr C in this decision. What happened Mr C says that in November 2022 he saw an adv... (11 pages)View decision -
Decision Reference DRN-5391348
28 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5391348 The complaint Mr C complains that Nationwide Building Society, without his consent, merged his two customer profiles into one and won't let him revert to the previous profile number. What happened In September 2024, already being an account holder with Nationwide, Mr C ... (2 pages)View decision
