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 401363 results
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Decision Reference DRN-5363526
15 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5363526 THE COMPLAINT Mr S complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. ... (2 pages)View decision -
Decision Reference DRN-6022502
15 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-6022502 The complaint Mr E complains that Nationwide Building Society irresponsibly gave him an overdraft and several overdraft limit increases that were unaffordable to him. He says it also failed to step in and support him when he was struggling to repay the overdraft. What happen... (5 pages)View decision -
Decision Reference DRN-5984518
15 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5984518 The complaint Ms O complains that Revolut Ltd won’t reimburse her with the money she lost to a scam. Ms O has brought the complaint to us with the assistance of a professional support worker. For ease, I’ll refer to their submissions as being from Ms O. What happened On 30 O... (7 pages)View decision -
Decision Reference DRN-5725690
15 Dec 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5725690 The complaint Mr W complains that Portafina, now Harbour Rock Capital Limited (Harbour Rock), gave him negligent advice about transferring out of his defined benefits (‘DB’) pension scheme. He complains that he has suffered financial loss as a result. What happened Mr W cont... (7 pages)View decision -
Decision Reference DRN-5962447
15 Dec 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5962447 The complaint Miss L is unhappy with the service provided by Yorkshire Building Society (YBS) and complained about : ▪ problems accessing her savings accounts via the YBS mobile app. ▪ Her experience with branch staff. ▪ YBS recording her phone number incorrectly. ▪ Difficu... (3 pages)View decision -
Decision Reference DRN-5966340
15 Dec 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5966340 The complaint Mrs H complains about the way that National Savings and Investments (NS&I) dealt with her when she wanted to cash in her late husband’s bonds. She said she was given conflicting information as to whether a Grant of Probate (GOP) was needed. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5853480
15 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5853480 The complaint Mr W complains that Barclays Bank UK PLC kept blocking his payments he attempted to make on his mobile payment service. What happened Mr W had his debit card stolen while abroad on 15 June 2025. He called Barclays to advise it and froze the card on the app. The... (3 pages)View decision -
Decision Reference DRN-5694784
15 Dec 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5694784 The complaint Santander Consumer (UK) Plc trading as Santander Consumer Finance (Santander) provided Mrs B with a Conditional Sale Agreement (CSA) in 2019 for the purpose of financing a car. The amount of credit provided was £10,557. Mrs B says the credit provided was unaffo... (2 pages)View decision -
Decision Reference DRN-5919212
15 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5919212 Complaint Mr A is unhappy that HSBC UK Bank Plc didn’t reimburse him after he reported falling victim to a scam. Background In 2020, someone recommended an investment opportunity to Mr A. He was put in touch with a man (Mr W) who offered to help manage Mr A’s funds and told... (2 pages)View decision -
Decision Reference DRN-5926998
15 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5926998 The complaint Mr and Mrs N complain about the handling of their home emergency claim by U K Insurance Limited trading as Privilege (‘UKI’). Any reference to UKI includes the actions of its agents. What happened Mr and Mrs N hold home emergency cover with UKI. A basin tap l... (3 pages)View decision