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 385419 results
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Decision Reference DRN-5082053
4 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5082053 The complaint Miss T complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she fell victim to a scam, and would like it to refund her the money she lost. What happened Miss T received a text message claiming to be from a delivery company –... (3 pages)View decision -
Decision Reference DRN-5375998
4 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5375998 The complaint Mr G complains that Clydesdale Bank Plc, trading as Virgin Money (“Virgin”), won’t reimburse him with the money he lost as a result of a scam. Mr G has been represented in this complaint by a firm of solicitors. What happened The complaint concerns a payment wh... (5 pages)View decision -
Decision Reference DRN-5457863
4 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5457863 The complaint Miss K is unhappy with the service Nationwide Building Society (Nationwide) provided after she experienced difficulties accessing her online account. What happened In September 2024 Miss K contacted Nationwide as she had been experiencing difficulties accessin... (3 pages)View decision -
Decision Reference DRN-5411962
4 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5411962 The complaint Miss K complains that Nationwide Building Society won’t refund the money she lost as the result of a scam. She also complains about the way it dealt with her account after she told it about the issue. What happened Both parties are familiar with the detailed ba... (4 pages)View decision -
Decision Reference DRN-5449134
4 Apr 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5449134 The complaint Mrs A has complained about a transfer of their Zurich Assurance Ltd personal pension to a small self-administered scheme (“SSAS”) in 2014. Mrs A’s SSAS was subsequently used to invest in commercial property overseas through The Resort Group (‘TRG’). The investm... (14 pages)View decision -
Decision Reference DRN-4991074
4 Apr 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-4991074 The complaint Mr B is unhappy that a car supplied to him under a hire purchase agreement with Stellantis Financial Services UK Limited (Vauxhall), (SFS), was of an unsatisfactory quality. What happened On 27 February 2024, Mr B was supplied with a used car (purchased via a ... (4 pages)View decision -
Decision Reference DRN-5453559
4 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5453559 Complaint Mrs H has complained about a credit card which she says HSBC UK Bank Plc unfairly lent to her. Mrs H says that the credit card was never affordable for her given her existing debts and so she shouldn’t have been lent to. Background HSBC believes that it provided M... (3 pages)View decision -
Decision Reference DRN-5395753
4 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5395753 The complaint Miss W complains that NewDay Ltd trading as Fluid Mastercard irresponsibly lent to her. What happened Miss W was approved for a Fluid credit card in June 2022 with a credit limit of £2,000. The credit limit was increased to £2,700 in October 2022. Miss W says t... (3 pages)View decision -
Decision Reference DRN-5421464
4 Apr 2025 AXA Insurance Designated Activity Company Not upheldInsuranceDRN-5421464 The complaint Mrs T and Mr T are unhappy with the service provided by AXA Insurance Designated Activity Company (AXA) following an escape of oil claim made on their home insurance policy. Mrs T and Mr T are both party to this complaint, and have also instructed a third part... (4 pages)View decision -
Decision Reference DRN-5455342
4 Apr 2025 Elderbridge Limited Not upheldMortgagesDRN-5455342 The complaint Mr and Mrs D complain about the second charge secured loan they have with Elderbridge Limited. They complain that Elderbridge hasn’t provided them with a fully legible copy of the loan agreement, it hasn’t complied with their subject access requests, and it has... (2 pages)View decision
