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 370149 results
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Decision Reference DRN-5646331
25 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5646331 The complaint Mr I complains about the cancellation of his car insurance policy by Advantage Insurance Company Limited (‘Advantage’). What happened Mr I held a car insurance policy underwritten by Advantage. His policy most recently renewed on 14 August 2023 and was being p... (3 pages)View decision -
Decision Reference DRN-5287191
25 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5287191 The complaint Miss R complains Zopa Bank Limited are unfairly holding her responsible for a £15,000 loan she says she applied for as part of a scam. What happened Miss R fell victim to an investment scam following an advertisement she saw on social media. During the scam, s... (2 pages)View decision -
Decision Reference DRN-5000761
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5000761 The complaint Ms A complains Revolut Ltd didn’t do enough to protect her when she fell victim to an investment scam and that it won’t refund the money she lost as a result. What happened The background to this complaint is well-known to both parties and so I’ll only refer to... (4 pages)View decision -
Decision Reference DRN-5001036
24 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5001036 The complaint Ms A complains Wise Payments Limited didn’t do enough to protect her when she fell victim to an investment scam and that it won’t refund the money she lost as a result. What happened The background to this complaint is well-known to both parties and so I’ll onl... (4 pages)View decision -
Decision Reference DRN-5465709
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5465709 The complaint Miss Y complains Revolut Ltd won’t refund payments which she says were made without her authority by a scammer. What happened In October 2023, Miss Y received a call from a scammer posing as her bank. They used a spoofed number, which they directed her to look ... (4 pages)View decision -
Decision Reference DRN-5417558
24 Jun 2025 Keighley Broking Services Limited UpheldInsuranceDRN-5417558 The complaint Mr A complains in his capacity as director of a limited company, (which I’ll refer to as “S”), that Keighley Broking Services Limited trading as Coversure (“Coversure”) made a misrepresentation to an insurer on behalf of S when it arranged S’s building insuranc... (4 pages)View decision -
Decision Reference DRN-5639979
24 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5639979 The complaint Mr M complains that Santander UK Plc didn’t do enough to protect him from a scam, or to help him recover the money once he had reported the scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here.... (3 pages)View decision -
Decision Reference DRN-5333076
24 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5333076 The complaint Mr E has complained that Nationwide Building Society (NBS) treated him unfairly as a customer during several phone calls, some of which were terminated. Mr E is also unhappy that NBS decided to close his accounts. As a result, Mr E feels he’s been a victim of d... (5 pages)View decision -
Decision Reference DRN-5333173
24 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5333173 The complaint Mr E was unhappy because Nationwide Building Society (NBS) changed its lending criteria and didn’t inform him. Mr E says NBS ought to have informed him as he’s a vulnerable adult, and NBS were aware of this. What happened Mr E is a long-standing customer with ... (6 pages)View decision -
Decision Reference DRN-5634290
24 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5634290 The complaint Mr G complains that Lloyds Bank PLC won’t meet his claim under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened On 24 March 2024 Mr G bought a mobile phone from a private seller, through eBay. The phone’s description included “unlocked”.... (5 pages)View decision
