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 374385 results
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Decision Reference DRN-5739894
12 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5739894 The complaint Mr M complains that Capital One (Europe) plc (‘Capital One’) didn’t support him appropriately when he was in financial difficulty and defaulted his credit card account unfairly. Mr M wants to bring his account up to date and have the default removed. What happe... (3 pages)View decision -
Decision Reference DRN-5750561
12 Aug 2025 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-5750561 The complaint Mr H complains Atlanta Insurance Intermediaries Limited (Atlanta) failed to progress his subject access request (SAR) after he made a claim on his motor insurance policy. What happened Mr H made a claim on his motor insurance policy after his car was damaged b... (2 pages)View decision -
Decision Reference DRN-5693830
12 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5693830 The complaint Mr P complains that Lloyds Bank PLC held him liable for two failed cash withdrawals. What happened On 20 November 2024, Mr G says he tried to withdraw £400 from an Automated Teller Machine (ATM) but no cash was dispensed, and his card was retained in the machin... (3 pages)View decision -
Decision Reference DRN-5190344
12 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5190344 Complaint Miss D is unhappy that Revolut Ltd didn’t refund her after she reported falling victim to a scam. Background In late 2023, Miss D was the victim of a scam commonly referred to as a "safe account" scam. She received a phone call from someone claiming to be... (2 pages)View decision -
Decision Reference DRN-5743141
12 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5743141 The complaint Miss H complains that Nationwide Building Society gave her an overdraft and subsequent limit increases which she couldn’t afford to repay. What happened In October 2015 Nationwide agreed an initial overdraft limit of £100 on Miss H’s current account. It then we... (5 pages)View decision -
Decision Reference DRN-5691209
12 Aug 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5691209 The complaint Mr G complains that Aviva Life & Pensions UK Limited (Aviva) won’t pay out his pension benefits. He also thinks it’s unfairly said that the plan it’s sent him statements about for more than twenty years doesn’t belong to him. What happened Mr G said he had ... (6 pages)View decision -
Decision Reference DRN-5734500
12 Aug 2025 Tranzfar Ltd UpheldBanking and PaymentsDRN-5734500 The complaint Mr C complains that Tranzfar Ltd failed to carry out a foreign currency transfer that he instructed and has not refunded the payment that was deducted from his account. What happened On 2 July 2024 Mr C instructed a payment transfer of €3,500 via Tranzfar Ltd ... (2 pages)View decision -
Decision Reference DRN-5748725
12 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5748725 The complaint Mr C has complained about the administration of his car finance agreement by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”). What happened AFS supplied Mr C with a car on a hire agreement in July 2021. The agreement set o... (4 pages)View decision -
Decision Reference DRN-5750386
12 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5750386 The complaint Miss E complains that National Westminster Bank Public Limited Company (“NatWest”) applied charges and interest on an overdraft facility unfairly when she was in financial difficulties. What happened Miss E complained to NatWest in 2023 to say that her account ... (2 pages)View decision -
Decision Reference DRN-5572647
12 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5572647 The complaint Mr S complains Revolut Ltd (‘Revolut’) closed his account and won’t open a new a one for him. What happened Mr S had an account with Revolut. In August 2021, Revolut asked Mr S for some information to conduct source of funds checks. It asked Mr S for evidence ... (5 pages)View decision
