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 381194 results
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Decision Reference DRN-5274890
24 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5274890 The complaint Mrs C complained because Bank of Scotland (BoS) refused to refund her for two cash withdrawals she said she hadn’t authorised. What happened On 6 July 2024, Mrs C was on a city break with a friend. When she was home on 8 July, she saw that the balance on her B... (3 pages)View decision -
Decision Reference DRN-5378707
24 Mar 2025 Monument Bank Limited Not upheldBanking and PaymentsDRN-5378707 The complaint Mr C complains about Monument Bank Limited operating a policy that limits him being able to straightaway switch linked accounts as and when he chooses and without having to justify or explain. What happened Mr C held a Notice Account with Monument Bank. Transf... (4 pages)View decision -
Decision Reference DRN-5027028
24 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5027028 The complaint Mr B complains that Revolut Ltd won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr B fell victim to a fake job scam after he was co... (9 pages)View decision -
Decision Reference DRN-5294040
24 Mar 2025 Vida Bank Limited Not upheldMortgagesDRN-5294040 The complaint Mr and Mrs T complain about the buy-to-let mortgage they have with Vida Bank Limited trading as Vida Homeloans. They are unhappy that they were charged an early repayment charge (ERC) when they redeemed their mortgage. What happened Mr and Mrs T took out their mor... (3 pages)View decision -
Decision Reference DRN-5394262
24 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5394262 The complaint Mr D has complained about the way Admiral Insurance (Gibraltar) Limited handled a claim he made under his buildings insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr D got in touch with Admiral after w... (3 pages)View decision -
Decision Reference DRN-5375605
24 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5375605 The complaint Ms A has complained about a credit card she took out in June 2015 with Vanquis Bank Limited. She’s said the credit card was unaffordable and shouldn’t have been approved. What happened Ms A took out this Vanquis credit card account in June 2015 with a credit li... (3 pages)View decision -
Decision Reference DRN-4634252
24 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4634252 The complaint Mr C complains that Revolut Ltd won’t refund money he lost when he fell victim to a safe account scam. What happened The detailed background to this complaint is well known to both parties and has also been set out previously by the investigator. The facts abou... (3 pages)View decision -
Decision Reference DRN-4901320
24 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4901320 The complaint A company, which I’ll refer to as M, complains that National Westminster Bank Public Limited Company unfairly closed its Bounce Back Loan (BBL) and bank account. What happened M had a business bank account with NatWest, with an overdraft facility. In May 2020, ... (3 pages)View decision -
Decision Reference DRN-5334363
24 Mar 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5334363 The complaint Mr I complains that Metro Bank PLC have unreasonably blocked access to his accounts and then issued a notice to close them. He’d like access to the funds, and compensation. What happened Mr I held personal accounts with Metro – but in November 2024 he found th... (2 pages)View decision -
Decision Reference DRN-5271882
24 Mar 2025 One Call Insurance Services Limited Not upheldInsuranceDRN-5271882 The complaint Mr T is unhappy with the renewal process used by One Call Insurance Services Limited, trading as One Click. What happened In August 2023 Mr T took out a motor insurance policy, which included an automatic renewal service. Prior to the expiry date of the policy... (2 pages)View decision
