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 369228 results
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Decision Reference DRN-5363525
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5363525 The complaint Mr J complains that Revolut Ltd won’t refund money he lost when he was a victim of an investment scam. Mr J is represented by a firm 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 so... (5 pages)View decision -
Decision Reference DRN-5454292
8 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5454292 The complaint Mr O complains that Nationwide Building Society closed his account. What happened Mr O had an account with Nationwide. In 2024, Nationwide froze his account while it carried out a review. It said its account review team would be in touch to let Mr O know the ou... (2 pages)View decision -
Decision Reference DRN-5543173
8 May 2025 Preferred Mortgages Limited Not upheldMortgagesDRN-5543173 The complaint Ms W complains about Preferred Mortgages Limited’s legal and arrears recovery action on her mortgage between February 2018 and February 2024. What happened Ms W’s original complaint covered a number of issues, in addition to the one stated above. In my decisio... (4 pages)View decision -
Decision Reference DRN-5517308
8 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5517308 The complaint Mr S and Mr S complain that U K Insurance Limited (“UKI”) have unfairly declined a claim for escape of water in their home. As Mr S has led this complaint, I’ll just refer to him throughout. Any reference to UKI includes any respective agents or representatives... (3 pages)View decision -
Decision Reference DRN-5543982
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5543982 The complaint Mr S complains that Barclays Bank UK PLC transferred funds from his personal account to the wrong bond account. What happened Mr S is party to several fixed rate bond accounts with Barclays. These include a bond in his personal name (ending 5723), a bond in jo... (3 pages)View decision -
Decision Reference DRN-4930765
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4930765 The complaint A limited company, I’ll call G, is unhappy that Revolut Ltd won’t refund payments it made as part of a scam. G is professionally represented, but for simplicity I’ve referred to the actions of G throughout. What happened In January 2024 G found an online retail... (4 pages)View decision -
Decision Reference DRN-5502009
8 May 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5502009 The complaint Mrs R has complained about her prior property insurer Royal & Sun Alliance Insurance Limited because it has recorded two prior claims against her policy as subsidence and she is adamant her property has never suffered subsidence. What happened Mrs R’s prop... (4 pages)View decision -
Decision Reference DRN-5515683
8 May 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5515683 The complaint Mr H complains that Halifax Share Dealing Limited (“HSDL”) allowed him to open a stocks and shares ISA account when it knew he had a gambling addiction. He wants HSDL to refund him the losses he made. What happened Mr H previously had a stocks and shares ISA ... (4 pages)View decision -
Decision Reference DRN-4980442
8 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4980442 The complaint Mr S complains that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr S says that on 19 March 2024 his mother received a call that she thought was from her nephew. She passed the call to Mr S. The call... (2 pages)View decision -
Decision Reference DRN-5275683
8 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5275683 The complaint Mrs M complains that The Prudential Assurance Company Limited (Prudential) will not pay her a dependant’s pension under her late partners annuity. She wants the pension paid. What happened Mrs M says when her late partner, Mr H, took out a pension annuity with... (4 pages)View decision
