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 366874 results
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Decision Reference DRN-5093768
14 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5093768 The complaint Mr D complains that Revolut Ltd won’t refund him money he lost in an investment scam. Mr D is represented by a professional representative, but for ease of reading I’ll just refer to Mr D. What happened The background to this complaint is well-known to both p... (3 pages)View decision -
Decision Reference DRN-5427700
14 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5427700 The complaint Mr S complains Barclays Bank UK PLC didn’t complete a transfer he instructed them to. What happened Mr S lives in the USA and described how he travelled to the UK specifically to close a bank account he had held with Barclays for over 40 years. Mr S explained t... (4 pages)View decision -
Decision Reference DRN-5501053
14 May 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5501053 The complaint Mr Q complains that Creation Consumer Finance Ltd (Creation) didn’t sufficiently check whether he could sustain the repayments before they agreed to his opening a credit account. In bringing his complaint Mr Q is represented by a third party. For ease of readin... (2 pages)View decision -
Decision Reference DRN-5503553
14 May 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5503553 The complaint Mr O’s complained about the amount of time The Royal London Mutual Insurance Society Limited, trading as Scottish Provident (“RL”) has taken to consider his claim. What happened Mr O bought a policy from RL in 2000. The policy provided him with cover if he was... (3 pages)View decision -
Decision Reference DRN-5304683
14 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5304683 The complaint Mr S is unhappy that Lloyds Bank PLC hasn’t refunded him in full after he was the victim of a scam. Mr S is using a professional representative to bring his complaint to our service. I’ll refer to the representative as D. What happened The facts are known to ... (6 pages)View decision -
Decision Reference DRN-5330678
14 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5330678 The complaint Mr A has complained about Nationwide Building Society confiscating a counterfeit bank note. What happened In late 2024, Mr A deposited some money in branch. One of the £20 notes was found to be counterfeit. That note was confiscated and sent to the Bank of Engl... (2 pages)View decision -
Decision Reference DRN-5490588
14 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5490588 The complaint Mr and Mrs C are unhappy that U K Insurance Limited (UKI) declined their travel insurance claim. They’re also unhappy with how UKI has handled their claim. What happened Mr and Mrs C have travel insurance alongside their bank current account. UKI is the underwr... (3 pages)View decision -
Decision Reference DRN-5525080
14 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5525080 The complaint Mr J complains Nationwide Building Society says he handed over £980 when he was making a cash deposit when he handed over £1,000. What happened Mr J has a joint account with Nationwide with a substantial balance. On 28 February 2025 Mr J says he went into branc... (2 pages)View decision -
Decision Reference DRN-5497323
14 May 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5497323 The complaint Ms S complains that HSBC UK Bank Plc delayed the start of a new interest rate on her mortgage, and didn’t collect a payment when she was expecting it to. What happened Ms S has a mortgage with HSBC. Her existing fixed rate was due to end on 31 July 2024, and in... (4 pages)View decision -
Decision Reference DRN-5361366
14 May 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5361366 The complaint Mr G and Ms L are unhappy with how Kensington Mortgage Company Limited has administered their mortgage. They believe Kensington’s actions have caused them financial losses. What happened In 2007, Mr G and Ms L originally took out a mortgage with another lender,... (5 pages)View decision
