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
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Decision Reference DRN-5431457
27 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5431457 The complaint Miss M complains Nationwide Building Society (“Nationwide”) provided her with an overdraft and multiple increases that she struggled to repay. She has said that her wage did not increase in line with the overdraft, and this eventually led to her never being in ... (4 pages)View decision -
Decision Reference DRN-5133934
27 Mar 2025 Capital Com (UK) Limited Not upheldInvestmentsDRN-5133934 The complaint Mr P complains that the way Capital Com (UK) Limited (“CC”) operated his spread betting account has caused him losses. In particular he says the way in which he’s able to trade when under a margin call is unclear and unfair and resulted in trades being closed o... (5 pages)View decision -
Decision Reference DRN-5356386
27 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5356386 The complaint Mrs F’s complaint is that Vanquis Bank Limited acted irresponsibly when it provided her with a credit card on 18 May 2019. To settle the complaint Mrs F would like Vanquis to refund all interest fees and charges on the account, plus 8% interest, and pay compens... (3 pages)View decision -
Decision Reference DRN-5431388
27 Mar 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5431388 The complaint Mr J has complained about Hastings Insurance Services Limited giving him incorrect information when he contacted them after his vehicle had broken down. What happened Mr J has a car insurance policy arranged and administered by Hastings Insurance Services. When... (3 pages)View decision -
Decision Reference DRN-5385663
27 Mar 2025 Unum Ltd Not upheldInsuranceDRN-5385663 The complaint Mr I is unhappy with Unum Limited’s decision to decline his claim. What happened Mr I had income protection with Unum. He became unwell, suffering with symptoms of stress in February 2023 and was unable to work as a result. Mr I said he’d worked for his employe... (3 pages)View decision -
Decision Reference DRN-5431402
27 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5431402 The complaint Mr S complains HSBC UK Bank Plc caused him distress and inconvenience when he tried to close a savings account. What happened Mr S had four accounts with HSBC, including a current account and two savings accounts, at the time of this complaint. Mr S says he con... (2 pages)View decision -
Decision Reference DRN-4937002
27 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4937002 The complaint Mr K complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened Several years ago, Mr K saw some information online about trading. He entered his contact details on a website to register his interest and then rece... (11 pages)View decision -
Decision Reference DRN-5385857
27 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5385857 The complaint Mrs K complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs K is being represented by a third party. To keep things simple, I will refer to Mrs K throughout my decision. What happened The background of t... (5 pages)View decision -
Decision Reference DRN-5003264
27 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5003264 The complaint Miss B complains that Wise Payments Limited, trading as Wise, won’t refund the money she lost when she was the victim of a scam. What happened In March 2023, Miss B received a text message from someone who said they worked for a travel agent and had a potentia... (3 pages)View decision -
Decision Reference DRN-5388356
27 Mar 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5388356 Complaint Mr W complains that Mercedes-Benz Financial Services UK Limited (Mercedes Benz Financial Services “MBFS”) unfairly entered into a hire-purchase agreement with him. He’s said that proportionate checks would have shown that the finance was unaffordable for him and th... (5 pages)View decision