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 365917 results
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Decision Reference DRN-5484742
19 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5484742 The complaint Miss M complains that Wise Payments Limited (‘Wise’) won’t refund the money she lost to a job scam. She’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Miss M throughout this decision. What happened The background to this com... (3 pages)View decision -
Decision Reference DRN-5472987
19 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5472987 The complaint Mrs F complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) acted irresponsibly in approving her credit card application as it wasn’t affordable for her. What happened In April 2022 Mrs F applied for a credit card account with Virgin Money. ... (3 pages)View decision -
Decision Reference DRN-5395806
19 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5395806 The complaint Mr M is unhappy with Nationwide Building Society. He held an account with former building societies that were subsequently taken over by Nationwide and Mr M said he never closed his account. He still had the passbook. When he recently requested Nationwide to pa... (2 pages)View decision -
Decision Reference DRN-5324896
19 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5324896 The complaint Miss H complains Nationwide Building Society didn’t do enough to help get a refund for a transaction she made using her debit card. What happened In August 2024 Miss H purchased a sofa and armchair from a company I’ll refer to as F, paying £1,787 using her Nat... (5 pages)View decision -
Decision Reference DRN-5441530
19 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5441530 The complaint Mr H complains Lloyds Bank PLC didn’t intervene when he started compulsive gambling in 2024. What happened Mr H explained during 2024 he started to regularly sign up to and frequently use online gambling services. Mr H said he started to realise he had a proble... (3 pages)View decision -
Decision Reference DRN-5569663
19 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5569663 The complaint Ms W complains that Revolut Ltd won’t refund money she lost when she was the victim of an alleged purchase scam. A representative who I will call “F” complains on behalf of Ms W. What happened The background to this complaint is well known to both parties, so... (4 pages)View decision -
Decision Reference DRN-5268309
19 May 2025 Virgin Money Unit Trust Managers Ltd Not upheldPensions and AnnuitiesDRN-5268309 The complaint Mr C complains that Virgin Money Unit Trust Managers Ltd (Virgin) failed to complete his request to cash out his pension in a timely manner, leading to him having to pay income tax that he wouldn’t otherwise have had to pay. What happened Mr C had a pension wit... (5 pages)View decision -
Decision Reference DRN-5513770
19 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5513770 The complaint Mrs H complains that NewDay Ltd, trading as Aqua, lent to her irresponsibly in relation to a credit card account. In bringing her complaint, Mrs H is supported by a representative. For ease, though, I’ll only refer to Mrs H throughout. What happened In March ... (3 pages)View decision -
Decision Reference DRN-5465869
19 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5465869 The complaint Mr D complains that Admiral Insurance (Gibraltar) Limited haven’t met the full cost of the repairs needed after a leak. What happened Mr D held a buildings insurance policy with Admiral. In January 2022 when he was having his new kitchen fitted, the fitter di... (3 pages)View decision -
Decision Reference DRN-5511793
19 May 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5511793 The complaint Mr and Mrs L complain that Astrenska Insurance Limited declined their claim against their travel insurance policy. Reference to Astrenska includes its agents . Mr and Mrs L also complain about the sale of the policy, which is being dealt with separately. What... (2 pages)View decision
