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 392389 results
-
Decision Reference DRN-5617598
23 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5617598 The complaint Ms E complains Metro Bank PLC told a retailer she uses incorrect information about her reclaiming a payment she made. What happened Ms E disputed some payments, but Metro made a mistake and disputed a payment Ms E had willingly made. The payment was to a jewe... (3 pages)View decision -
Decision Reference DRN-5545484
23 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5545484 The complaint Mr K and Mrs M complains about the way Admiral Insurance (Gibraltar) Limited (‘Admiral’) handled a claim they made on their home insurance policy. Mrs M has acted as the main representative during the claim and complaint process. So, for ease of reference, I w... (5 pages)View decision -
Decision Reference DRN-5452003
23 Jun 2025 Marshmallow Financial Services Ltd Not upheldInsuranceDRN-5452003 The complaint Mr H complains about the settlement that Marshmallow Financial Services Ltd offered him for the total loss of his car following a claim made on his motor insurance policy. He’s also unhappy with its level of service. He wants compensation for his emotional dist... (3 pages)View decision -
Decision Reference DRN-5388725
23 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5388725 The complaint Miss W complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money she says she lost to two cryptocurrency investment scams. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in d... (3 pages)View decision -
Decision Reference DRN-5638353
23 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5638353 The complaint Mr G complains Bank of Scotland plc trading as Halifax won’t refund the money he lost to a scam. What happened In 2021, Mr G was introduced to a cryptocurrency investment opportunity by “a trustworthy colleague”. Unfortunately, the investment was a scam. Mr G s... (7 pages)View decision -
Decision Reference DRN-5289200
23 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5289200 The complaint Mr and Mrs T complain that the Royal Bank of Scotland Plc (RBS) won’t refund the full amount of money they say they lost to a scam. What happened Mr and Mrs T have said in 2017 he was contacted regarding an investment opportunity. He was guaranteed high return... (2 pages)View decision -
Decision Reference DRN-5622049
23 Jun 2025 Payment Assist Ltd Not upheldConsumer CreditDRN-5622049 The complaint Mr B is unhappy that he was declined for a loan he applied for with Payment Assist Ltd (‘PAL’). What happened Mr B had previously been a customer of PAL. His previous loan wasn’t a regulated credit agreement and Mr B had had difficulties keeping up payments. T... (3 pages)View decision -
Decision Reference DRN-5425005
23 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5425005 The complaint Mr T complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) have not refunded transactions made from his accounts which he says he did not make or authorise. Mr T is represented in this complaint by Mrs T. What happened In November 2023, Mrs T... (4 pages)View decision -
Decision Reference DRN-5575618
23 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5575618 The complaint Mrs M complains that NewDay Ltd trading as Aqua (‘NewDay’) manipulated her credit card account to keep her over her credit limit and make profit from her. Mrs M wants her credit limit to be increased, or for NewDay to adjust her balance so she’s within her pres... (3 pages)View decision -
Decision Reference DRN-5640803
23 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5640803 The complaint Mr C complains that Revolut Ltd didn’t do enough to prevent him losing money to a scam. Although Mr C now brings the complaint himself, he was previously helped by a representative. But, for ease of reading, I’ll mostly just refer to Mr C, where I also mean th... (3 pages)View decision