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 375868 results
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Decision Reference DRN-4994197
1 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4994197 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost as the result of a scam. What happened In 2023, Mr B was contacted through a messaging app, by someone I’ll refer to as C. Mr B says that he had been in contact with C for almost two y... (4 pages)View decision -
Decision Reference DRN-5694841
1 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5694841 The complaint Mrs C’s complaint relates to her NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) mortgage. She us unhappy that the interest rate products available to her, as an existing customer, have higher interest rates associated with them than the products tha... (3 pages)View decision -
Decision Reference DRN-5666910
31 Jul 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5666910 The complaint Mr K complains that Marks and Spencer Financial Services Plc treading as M&S Bank sent him a credit limit decrease letter which was due to take effect the same date he received it. What happened Mr K holds a credit card account with M&S Bank. On 27 Dece... (3 pages)View decision -
Decision Reference DRN-5632524
31 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5632524 The complaint Mr M complains National Farmers’ Union Mutual Insurance Society Limited set an unreasonable premium for his motor insurance policy. What happened Mr M insured his car with NFU. His premium for the policy year September 2023 to September 2024 was £341. NFU offe... (2 pages)View decision -
Decision Reference DRN-5595505
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5595505 The complaint Mr P and Mrs P complain that Santander UK Plc won’t refund the money Mr P lost when he fell victim to a lottery ticket scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of... (4 pages)View decision -
Decision Reference DRN-5342413
31 Jul 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5342413 The complaint Mr C complains that Scottish Equitable Plc trading as Aegon didn’t “de-risk” his pension fund when he was close to retirement. He says his fund suffered a significant loss and this has impacted his retirement plans. What happened Mr C held a pension with Aegon... (4 pages)View decision -
Decision Reference DRN-5668145
31 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5668145 The complaint Miss K complained that Barclays Bank UK PLC should pay her more compensation than it has so far offered, after she had problems buying travel tickets with her Barclays’ debit card and via Barclays mobile banking app. What happened Miss K regularly travels usin... (3 pages)View decision -
Decision Reference DRN-5696911
31 Jul 2025 StoneX Financial Ltd Not upheldInvestmentsDRN-5696911 The complaint Mr H complains that StoneX Financial Ltd trading as City Index unfairly closed his spread betting account. What happened Mr H opened his spread betting account with City Index in 2020. In November 2023 City Index asked him for updated personal details, and Mr H... (4 pages)View decision -
Decision Reference DRN-5245223
31 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5245223 The complaint Mrs S complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Mrs S is being represented by a third party. To keep things simple, I will refer to Mrs S throughout my decision. What happened The background of... (2 pages)View decision -
Decision Reference DRN-5728971
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5728971 The complaint Miss S complains that Wise Payments Limited trading as Wise (Wise) unfairly closed her account without providing a proper explanation. Miss S adds that Wise took too long to release her closing account balance. And gave her wrong information. What happened The... (4 pages)View decision
