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 383541 results
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Decision Reference DRN-5184621
3 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5184621 The complaint Mr B complains about the way National Westminster Bank plc handled his claim for a refund of a payment made to an immigration consultancy. He says that the services were not delivered and that, because he paid the consultancy in part using his NatWest debit car... (2 pages)View decision -
Decision Reference DRN-5454353
3 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5454353 The complaint Mr B is unhappy that Clydesdale Bank Plc, trading as Virgin Money, stopped sending him monthly statements for his credit card account which he feels impacted his ability to make his contractually required monthly payments to that account. What happened In June... (3 pages)View decision -
Decision Reference DRN-4971998
3 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4971998 The complaint Miss C complains that Revolut Ltd won’t refund money she lost when she fell victim to a scam. What happened Miss C fell victim to an investment scam, after being told about the opportunity by someone she met on an online dating platform. This person built up a... (7 pages)View decision -
Decision Reference DRN-5445113
3 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5445113 The complaint Ms H complains that Bank of Scotland plc trading as Halifax has not complied with a data subject access request (DSAR). What happened In 2002, Ms H ‘s mother took out a mortgage with Halifax. Ms H is a guarantor for the mortgage. In 2024, Ms H made a DSAR. But ... (2 pages)View decision -
Decision Reference DRN-5454192
3 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5454192 The complaint Mr O complains that NewDay Ltd lent irresponsibly when it approved two credit card applications and increased the credit limit on both accounts. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I... (5 pages)View decision -
Decision Reference DRN-4873426
3 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4873426 The complaint Ms M complains that Santander UK Plc didn’t do enough to protect her when she made payments to a property investment opportunity that she now considers was a scam. What happened Ms M made two payments from her Santander account towards a property development in... (2 pages)View decision -
Decision Reference DRN-5061366
3 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5061366 The complaint Mr S complains that Santander UK Plc has unfairly refused to refund his losses after he fell victim to a scam. Mr S is represented in his complaint by a professional third party but for ease I will refer to Mr S throughout. What happened In early 2023, Mr S was ... (7 pages)View decision -
Decision Reference DRN-4867214
3 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4867214 The complaint Mrs I complains that Bank of Scotland plc, trading as Halifax (‘Halifax’), won’t refund the money she lost when she says she fell victim to an ‘Authorised Push Payment’ (‘APP’) investment scam. Mrs I brings her complaint with the assistance of professional rep... (5 pages)View decision -
Decision Reference DRN-5307009
3 Apr 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5307009 The complaint Mr M complains payments made to him by Great Lakes Insurance UK Limited (Great Lakes) in relation to a claim under his home insurance policy were delayed due to a sanction check failure. Any reference to Great Lakes includes the actions of any of its appointed ... (3 pages)View decision -
Decision Reference DRN-5442444
3 Apr 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5442444 The complaint Dr H complains that Phoenix Life Limited, trading as Standard Life, caused avoidable delays when setting up her annuity. Dr H would now like Standard Life to recompense her for both the financial impact that those delays have had on her, along with the trouble ... (6 pages)View decision
