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 366874 results
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Decision Reference DRN-5124531
28 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5124531 The complaint Mr R complains that Revolut Ltd won’t refund money he lost to a scam. Mr R is represented by C. For ease I have referred to comments made by C as though made by Mr R. What happened Between February and April 2023 Mr R made nine card payments totalling £15,355... (2 pages)View decision -
Decision Reference DRN-5000798
28 Apr 2025 The On-Line Partnership Limited Not upheldPensions and AnnuitiesDRN-5000798 The complaint Mr and Mrs B complain that NKT Financial Solutions Limited gave them unsuitable advice which resulted in having to pay unnecessary charges. NKT is an appointed representative of The Online Partnership Limited who are responsible for NKT’s advice and answering t... (3 pages)View decision -
Decision Reference DRN-5432762
28 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5432762 The complaint Mr H complains that Monzo Bank Ltd failed to handle his request for a chargeback properly and was racist. What happened Mr H took a flight from the UK and when he arrived for his return flight the airline told him he could not fly back with it. He was given a N... (3 pages)View decision -
Decision Reference DRN-5510486
28 Apr 2025 AXA Insurance Designated Activity Company UpheldInsuranceDRN-5510486 The complaint Mr and Mrs M complain that AXA Insurance Designated Activity Company declined a claim they made under their buildings insurance policy. Reference to either party includes their respective representatives. What happened The circumstances of this complaint aren... (4 pages)View decision -
Decision Reference DRN-5504574
28 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5504574 The complaint Mr M complains that Nationwide Building Society (‘Nationwide’) suspended his credit card account. What happened Mr M is disappointed that Nationwide chose to suspend his credit card account when he’d been in persistent debt. He has explained that he needed the ... (2 pages)View decision -
Decision Reference DRN-5474573
28 Apr 2025 Aldermore Bank Plc Not upheldMortgagesDRN-5474573 The complaint This complaint is about a mortgage Mr and Mrs M hold with Aldermore Bank Plc. The essence of the complaint is that Aldermore: didn’t capitalise arrears as early as Mr and Mrs M believe it should have done; and didn’t call them up to discuss the subject aft... (3 pages)View decision -
Decision Reference DRN-5382219
28 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5382219 The complaint Mr Z complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr Z is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr Z hims... (4 pages)View decision -
Decision Reference DRN-5499831
28 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5499831 The complaint Mr C complains about how U K Insurance Limited (UKI) is handling a claim he made on his commercial property insurance policy following damage caused by subsidence. Reference to UKI includes its agents. What happened Mr C holds a commercial property insurance po... (8 pages)View decision -
Decision Reference DRN-5459306
28 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5459306 The complaint Miss M and Mr W complain about U K Insurance Limited trading as Direct Line (“UKI”) and the service provided to them following the claim made on Mr W’s motor insurance policy. Mr W has acted as the main representative during the claim and complaint process. And... (4 pages)View decision -
Decision Reference DRN-5503771
28 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5503771 The complaint Mrs T complains that Barclays Bank UK PLC, trading as Barclaycard, were unreasonable to transfer her debt to a third party and failed to pass on the correct contact details. What happened In October 2023 after Barclays defaulted a credit card debt Mrs T had wit... (2 pages)View decision
