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-5518581
19 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5518581 The complaint Mr L on behalf of Mrs D complains that he has lost access to Mrs D’s account and banking via Santander UK Plc’s (“Santander”) mobile app resulting in the limitation of banking features and security on Mrs D’s account. What happened Mr L resides outside the UK a... (3 pages)View decision -
Decision Reference DRN-5412734
19 May 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5412734 The complaint Mrs M complains that MBNA Limited (MBNA) set direct debits up for minimum payments when she wanted the full amount to be repaid each month. What happened In 2024 Mrs M made complaints to MBNA about a credit card ending 221 that she said she didn’t recognise. Sh... (2 pages)View decision -
Decision Reference DRN-5568491
19 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5568491 The complaint Mr D and his mother, Mrs D, have complained about their motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’) and the amount the policy premium on their multi-car policy was increased by after Mr D was involved in two non-fault incidents. Admiral is... (5 pages)View decision -
Decision Reference DRN-5430733
19 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5430733 The complaint Mrs Y complains about the service she received regarding accounts she held with Nationwide Building Society (“Nationwide”). In particular, Mrs Y says that despite being assured by Nationwide her accounts had been closed they weren’t and she continued to receive... (3 pages)View decision -
Decision Reference DRN-5510174
19 May 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5510174 The complaint Miss R has complained about the way Automobile Association Insurance Services Limited (“AA) sold her a roadside assistance insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonab... (1 page)View decision -
Decision Reference DRN-5469860
19 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5469860 The complaint Mr M has complained Santander UK plc took too long to sort out problems with his credit record after he was the victim of impersonation fraud. What happened In early 2023 Mr M noticed credit card bills he was receiving although he’d not taken out a credit card ... (2 pages)View decision -
Decision Reference DRN-5546067
19 May 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5546067 The complaint This complaint is about a business loan Mr E holds with The Royal Bank of Scotland Plc (RBS). The essence of the complaint is that Mr E believed the loan was mis-sold when he took it out. He says RBS failed to do due diligence on the business he was buying. Mr E... (4 pages)View decision -
Decision Reference DRN-5463801
19 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5463801 The complaint Miss A complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund a payment she made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I un... (4 pages)View decision -
Decision Reference DRN-5562834
19 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5562834 The complaint Ms B complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Ms B is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms B herself What h... (2 pages)View decision -
Decision Reference DRN-5568037
19 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5568037 The complaint Mrs S complains that Revolut Ltd (‘Revolut’) hasn’t protected her from losing money to an authorised push payment (‘APP’) investment scam. In bringing her complaint, Mrs S has used the services of a professional representative. For ease of reading within this d... (12 pages)View decision
