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 369228 results
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Decision Reference DRN-5399946
10 Jun 2025 Legal & General Home Finance Limited Not upheldMortgagesDRN-5399946 The complaint Mr and Mrs R’s complaint is about a lifetime equity release mortgage they took out with Legal & General Home Finance Limited (L&G) in March 2024. Mr and Mrs R are represented in the complaint by their daughter, Mrs D, who holds Power of Attorney for the... (3 pages)View decision -
Decision Reference DRN-5613350
10 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5613350 The complaint A company I’ll call A complains that TSB Bank PLC (TSB) blocked its account without notice, then failed to provide adequate assistance to A when it sought help completing the forms TSB requested, and caused unnecessary delays that led to the account remaining b... (3 pages)View decision -
Decision Reference DRN-5609602
10 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5609602 The complaint Mr V is complaining that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t do enough to prevent him making payments to a scam. What happened The circumstances of the scam are well-known to both parties so I won’t go into detail here. But in shor... (3 pages)View decision -
Decision Reference DRN-5604530
10 Jun 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5604530 The complaint Mrs K is unhappy with how Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (Audi) handled her end of contract car collection. Mrs K is represented by Mr S. However, for ease of reference, I will refer to Mrs K throughout this decisi... (3 pages)View decision -
Decision Reference DRN-5185074
10 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5185074 The complaint Miss C complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Miss C has explained that in March 2024 she c... (2 pages)View decision -
Decision Reference DRN-5610727
10 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5610727 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost to a scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr B throughout this decision. What happened In summary, in February 2024, Mr B was messaged ... (6 pages)View decision -
Decision Reference DRN-5604886
10 Jun 2025 UNION BANK OF INDIA (UK) LIMITED UpheldBanking and PaymentsDRN-5604886 The complaint Mr S complains that UNION BANK OF INDIA (UK) LIMITED (‘UBI’) hasn’t provided him with the expected rate of interest on his fixed-term bond. What happened I issued a provisional decision on this complaint, inviting both parties to let me have any further comment... (5 pages)View decision -
Decision Reference DRN-4999621
10 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4999621 The complaint and background Mr D complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam in August 2023, resulting in him losing over £15,000. Our investigator didn’t uphold the complaint. He noted that Mr D hadn’t provided the m... (2 pages)View decision -
Decision Reference DRN-5613119
10 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5613119 The complaint Mr W complains about the way Admiral Insurance (Gibraltar) Limited has handled a claim he made on his home insurance policy. What happened In Summer 2023 Mr W made a claim under his Admiral home insurance policy. He’d discovered a crack in a ceiling of his pro... (4 pages)View decision -
Decision Reference DRN-5604818
10 Jun 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5604818 The complaint Mr D complains about the way The Royal Bank of Scotland Plc handled a claim he made under Section 75 (S75) of the Consumer Credit Act 1974 (CCA). What happened Mr D contacted RBS in January 2024 to raise a dispute about the services of a building company (who I... (5 pages)View decision
