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 382298 results
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Decision Reference DRN-5134169
23 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5134169 The complaint Mr G complains National Westminster Bank PLC (NatWest) blocked a payment he authorised and blocked access to his online banking, despite him explaining what the payment was for. What happened Mr G said he arranged a transfer of £10,000 to a family friend abroad... (4 pages)View decision -
Decision Reference DRN-5399005
23 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5399005 The complaint Mrs K complains NewDay Ltd unfairly declined her section 75 Consumer Credit Act 1974 (CCA) claim for wood flooring that she says was misdescribed. What happened On 1 July 2024, Mrs K called an online flooring supplier (which I’ll call “S”) to ask about oak flo... (4 pages)View decision -
Decision Reference DRN-5501523
23 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5501523 The complaint Mr P complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money he lost when he fell victim to a cryptocurrency investment scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to repeat these in detail ... (5 pages)View decision -
Decision Reference DRN-5498407
23 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5498407 The complaint Miss T complains that Nationwide Building Society failed to provide sufficient support for her in respect of her problems with gambling, causing her to lose a lot of money. And that it applied an online block on her account which failed to block online gambling... (3 pages)View decision -
Decision Reference DRN-5332017
23 Apr 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5332017 The complaint Ms W complains that Scottish Widows Limited trading as Clerical Medical (Scottish Widows) caused delays in implementing a Court ordered Pension Sharing Order (PSO) and processed it at a lower value than it should have. She wants the value increased and compensa... (4 pages)View decision -
Decision Reference DRN-5080465
23 Apr 2025 KIRBY THOMAS & CO (IFA) LTD Not upheldPensions and AnnuitiesDRN-5080465 The complaint Mrs D complains that KIRBY THOMAS & CO (IFA) LTD (Kirby Thomas) misadvised her over a number of years that her pension investments were suitable for her when they weren’t, resulting in significant losses. She wants compensation for her losses. Mrs D is ass... (5 pages)View decision -
Decision Reference DRN-5501751
23 Apr 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5501751 The complaint Mr M complained that Zurich Insurance Company Ltd (“Zurich”) unreasonably declined his claim for the cost of emergency works following the report of a gas leak. Zurich were providing a home insurance “block” policy. What happened Mr M’s local gas distribution c... (2 pages)View decision -
Decision Reference DRN-5501705
23 Apr 2025 A plan holdings Not upheldInsuranceDRN-5501705 The complaint Mr J complained that his broker, A plan holdings (“A plan”) mis-sold his home insurance policy. What happened Mr J made a claim to his insurer when a suction handle near his bath lost its grip, fell onto the hot tap at an angle and caused it to “turn on”. Mr J ... (3 pages)View decision -
Decision Reference DRN-5502078
23 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5502078 The complaint Miss M is unhappy with Santander UK Plc. A payment was made into her account by her property managing agent on behalf of a tenant who rents one of her properties. But the payment was then sent by Santander to another account. It claimed this was directly to the... (3 pages)View decision -
Decision Reference DRN-5502001
23 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5502001 The complaint Mr and Mrs L complain Barclays Bank UK PLC froze and subsequently closed accounts after they tried to make two payments which Barclays blocked. They also complain Barclays cancelled a Direct Debit. his What happened Mr and Mrs L explained they tried to make a p... (5 pages)View decision
