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-5491055
8 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5491055 The complaint E Limited (‘E’), represented by Mr S, complained about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY , saying the service it provided led to E paying for banking services that were also available free of charge. Mr S is a person authorised to bring this com... (4 pages)View decision -
Decision Reference DRN-5507777
8 May 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5507777 The complaint Mr D has complained that the information he was provided with by Scottish Equitable Plc trading as Aegon relating to taking a payment from his pension benefits led to him incurring a tax charge, and impacted his ability to make further payments into his pension... (9 pages)View decision -
Decision Reference DRN-4980497
8 May 2025 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-4980497 The complaint Mr S complains that Western Union Payment Services GB Limited (‘Western Union’) 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 p... (3 pages)View decision -
Decision Reference DRN-5289905
8 May 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5289905 The complaint Mr S complains about end of contract charges applied by Ald Automotive Limited after he returned a car supplied under a hire agreement. What happened In November 2020, Mr S was supplied with a new car through a hire agreement with Ald. The term of the agreement... (3 pages)View decision -
Decision Reference DRN-5379506
8 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5379506 The complaint Miss B complains that Monzo Bank Ltd failed to send her account statements after it closed her account, and this was in contravention of its policy. What happened In February 2023 Monzo closed Miss B’s account. Miss B said according to Monzo’s policy it was su... (3 pages)View decision -
Decision Reference DRN-5065179
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5065179 The complaint Mr C says Revolut Ltd (‘Revolut’) didn’t do enough to help when he fell victim to a an ‘authorised push payment’ (‘APP’) impersonation / safe account scam. He says Revolut should reimburse him for the money he lost. Mr C, in bringing his complaint, has used th... (5 pages)View decision -
Decision Reference DRN-5491794
8 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5491794 The complaint Mrs M has complained that Aviva Insurance Limited has refused to refund her about three years of premium for a mobile phone insurance policy which she hasn’t had or used in those three years. What happened Mrs M bought her mobile phone policy with her mobile p... (3 pages)View decision -
Decision Reference DRN-5278482
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5278482 The complaint Mr I complains about Barclays Bank UK PLC not refunding several payments he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions ... (4 pages)View decision -
Decision Reference DRN-5540823
8 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5540823 The complaint Mrs B is unhappy that Santander UK Plc sent emails about a credit card account held in her sole name to her husband’s email address without her consent. What happened Mrs B successfully applied for a Santander credit card account in her sole name. In her applic... (3 pages)View decision -
Decision Reference DRN-5399125
8 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5399125 The complaint Miss L complains that Admiral Insurance (Gibraltar) Limited have declared her car a Category N write off without giving her the information she needed to make a decision about whether to claim, and this has led to her incurring significant costs. What happened... (3 pages)View decision
