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-5366887
10 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5366887 The complaint Mr M complains Barclays Bank UK PLC hasn’t refunded £4,000 it said it would. What happened Mr M has a current account with Barclays. Barclays says Mr M called on 4 December 2024 to report the fact that his card details had been stolen and used to carry out four... (2 pages)View decision -
Decision Reference DRN-5388850
10 Apr 2025 PayrNet Limited Not upheldBanking and PaymentsDRN-5388850 The complaint P, a limited company, complaints that PayrNet Limited unreasonably blocked access to their account, which caused significant disruption to their business. P held an ANNA branded account – who provide services on behalf of PayrNet. For ease of reading in this d... (2 pages)View decision -
Decision Reference DRN-4720604
10 Apr 2025 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-4720604 The complaint Mr S complains about the advice given by Lighthouse Advisory Services Limited (‘Lighthouse’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this ... (13 pages)View decision -
Decision Reference DRN-5388316
10 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5388316 The complaint Ms R complains Nationwide Building Society unfairly closed her account without warning or explanation and provided her with poor service. What happened Ms R held a Nationwide current account and savings account. In early September 2024 Nationwide contacted Ms... (3 pages)View decision -
Decision Reference DRN-5091120
10 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5091120 The complaint Mrs H complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened Mrs H said in January 2023 she saw an advert on social media regarding a cryptocurrency investment opportunity. She clicked the link, entered ... (11 pages)View decision -
Decision Reference DRN-5236640
10 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5236640 The complaint Mr H complains that National Westminster Bank Public Limited Company (NatWest) won’t refund money he lost when he was the victim of an investment scam, and subsequently a recovery scam. Mr H is represented by a firm that I’ll refer to as ‘C’. What happened The ... (8 pages)View decision -
Decision Reference DRN-4929582
10 Apr 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4929582 The complaint Mr R complains about Zurich Assurance Ltd. He’s unhappy with how they’ve administered a reviewable whole of life (RWOL) policy he holds with them. What happened Mr R took out the RWOL policy in 1984. It initially had a sum assured of £50,000 for monthly premium... (7 pages)View decision -
Decision Reference DRN-5356519
10 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5356519 The complaint Ms L complains Revolut Ltd didn’t help her locate money she’d sent that she thought had gone missing. What happened Ms L has an account with Revolut and an account with another business who I’ll refer to as “S” throughout the rest of this decision. She’s had bo... (3 pages)View decision -
Decision Reference DRN-5386071
10 Apr 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5386071 The complaint Mr E complains Oodle Financial Services Limited trading as Oodle Car Finance’s (“Oodle”) decision to lend him. Mr E has been represented. For clarity, I’ve only referred to Mr E throughout this decision. What happened Mr E entered into a hire purchase agreement... (4 pages)View decision -
Decision Reference DRN-4994872
10 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4994872 The complaint Mr V complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. Mr V is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (13 pages)View decision
