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 367300 results
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Decision Reference DRN-5537096
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5537096 The complaint A company, which I will call S, complains that Revolut Ltd introduced a new fee for its Basic Business Account without giving adequate notice. What happened S’s director told us: He originally chose Revolut because it did not charge a monthly fee for its Ba... (3 pages)View decision -
Decision Reference DRN-5337411
14 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5337411 The complaint Mr G complains Santander UK Plc, didn’t do enough to help get a refund for a transaction made on his credit card. What happened In April 2024, Mr G bought a car for £3,700, paying with his Santander credit card. Mr G says he experienced problems with the car a... (3 pages)View decision -
Decision Reference DRN-4963424
14 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4963424 The complaint Mr K complains Revolut Ltd won’t refund him the money he lost as part of a work-tasks scam. What happened The circumstances surrounding this complaint are well known to both parties, so I’ve summarised what I consider are the key points. Mr K says the scammer... (5 pages)View decision -
Decision Reference DRN-5552499
14 May 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5552499 The complaint Ms E complains that Tesco Personal Finance Limited, trading as Tesco Bank, have refused to change her name to her maiden name without a decree absolute. What happened Ms E asked Tesco Bank to change her name to her maiden name as she was divorcing. Tesco Bank w... (2 pages)View decision -
Decision Reference DRN-5412807
14 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5412807 The complaint Mrs N complains about charges applied to her personal current account overdraft by HSBC UK Bank Plc (HSBC). What happened Mrs N has had a personal current account overdraft with HSBC for several years. Since at least 2004, the credit limit has been £2,000. In ... (4 pages)View decision -
Decision Reference DRN-5516108
14 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5516108 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax, didn’t do enough to protect him when he fell victim to a scam when buying a car and didn’t deal properly with his fraud claim. What happened Mr S bought a car via two Faster Payments from his Halifa... (3 pages)View decision -
Decision Reference DRN-5184907
14 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5184907 The complaint Miss F complains that Monzo Bank Ltd gave her an overdraft and subsequent limit increase which she couldn’t afford to repay. What happened In June 2023 Monzo agreed a £250 overdraft on Miss F’s current account. Shortly after this in October 2023, Monzo agreed a... (3 pages)View decision -
Decision Reference DRN-5458856
14 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5458856 The complaint Mr S complains on behalf of his business, N Ltd, that Santander UK Plc suddenly and without justification restricted his access to his business account, with catastrophic results. What happened N Ltd’s account was restricted by Santander on 11 October 2024. Mr... (4 pages)View decision -
Decision Reference DRN-5528304
14 May 2025 Zurich Insurance PLC UpheldInsuranceDRN-5528304 The complaint Mr and Mrs M complain about Zurich Insurance PLC’s handling of a claim under a buildings insurance policy. What happened In summary, Mr and Mrs M own a property they rent to tenants. The building was insured with Zurich under a block policy provided through the... (3 pages)View decision -
Decision Reference DRN-5558209
14 May 2025 Legal and General Assurance (Pensions Management) Limited UpheldPensions and AnnuitiesDRN-5558209 The complaint Mr C complains that Legal and General Assurance (Pensions Management) Limited (‘L&G’) caused unnecessary delays in processing his annuity request which caused him to lose out on a higher annuity income. What happened Mr C had a pension with AJ Bell and obta... (6 pages)View decision
