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 391431 results
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Decision Reference DRN-5391364
21 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5391364 The complaint Mr and Mrs F complain U K Insurance Limited trading as Direct Line (UKI) have mis-sold them Landlord Emergency cover. Mr F is the lead complainant, so I have referred to Mr F for the rest of this decision. What happened The background of this complaint is wel... (3 pages)View decision -
Decision Reference DRN-5383181
21 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5383181 The complaint Mr G complains about how Nationwide Building Society has dealt with an international payment he sent and its efforts to help him recover it. What happened In December 2023, Mr G instructed Nationwide to make an international payment online to another company. S... (2 pages)View decision -
Decision Reference DRN-5398286
21 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5398286 The complaint Mr M is unhappy that Barclays Bank UK PLC continues to reject his application for an account after it admitted issues around applications he had previously made. He wants to know what information it has based its decision on. What happened In July 2024, Mr M ap... (2 pages)View decision -
Decision Reference DRN-5370978
21 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5370978 The complaint Mr F – the executor of his late father’s estate – complains on behalf of his late father about how Clydesdale Bank Plc trading as Virgin Money handled requests he made for information and the service it provided around this. What happened In August 2024, Mr F m... (2 pages)View decision -
Decision Reference DRN-4766718
21 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4766718 The complaint Miss T is unhappy that HSBC UK Bank Plc has decided not to refund her after she says she was the victim of a scam. What happened Miss T employed a builder (I’ll refer to them as M), to do some work in her garden. Ultimately Miss T had a dispute with her builde... (5 pages)View decision -
Decision Reference DRN-5024581
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5024581 The complaint Ms T complains that Revolut Ltd has declined to refund a payment she says she didn’t make. What happened As both parties are familiar with the facts of this case, I’ll summarise it briefly. In November 2023, Ms T received a call from a scammer impersonating a w... (3 pages)View decision -
Decision Reference DRN-5373551
21 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5373551 The complaint Mr K complains that Zopa Bank Limited was irresponsible in its lending to him. What happened Mr K was provided with a £2,000 loan by Zopa in January 2020. The loan term was 12 months, and he was required to make monthly repayments of £191.52. Mr K said that at ... (2 pages)View decision -
Decision Reference DRN-4881505
21 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4881505 The complaint Mr W complains that Bank of Scotland plc trading as Halifax failed to protect him at a time he was falling victim to a scam and hasn’t refunded him since he reported what happened. What happened The background to this complaint is well known to all parties and ... (4 pages)View decision -
Decision Reference DRN-5402843
21 Mar 2025 Unum Ltd Not upheldInsuranceDRN-5402843 The complaint Mr and Mrs W complained that Unum Ltd declined a claim on their critical illness policy. Mr and Mrs W also complained about how the claim was handled. What happened Mr and Mrs W are members of Mr W’s employer’s group critical illness policy. In September 2023, ... (5 pages)View decision -
Decision Reference DRN-5267293
21 Mar 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5267293 The complaint Mrs R complained that National Savings and Investments (NS&I) allowed her husband to withdraw from her premium bonds without her knowledge or consent. What happened Mrs R held premium bonds with NS&I. At the start of September 2018 she held... (3 pages)View decision