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 374385 results
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Decision Reference DRN-5617832
8 Jul 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5617832 The complaint A trust I shall refer to as L complains that Metro Bank Plc didn’t do enough to prevent them from falling victim to a scam. L has appointed professional representatives for this case, but for ease of reading I will mostly refer to L and the trustees. What hap... (2 pages)View decision -
Decision Reference DRN-5622948
8 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5622948 The complaint Mr S complains that Nationwide Building Society has not added the correct interest to his Cash Individual Savings Account (ISA). He also complains that Nationwide failed to address his concerns or communicate effectively. What happened Mr S opened a 1-year ISA... (3 pages)View decision -
Decision Reference DRN-4919099
8 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4919099 The complaint Mrs D complains that Starling Bank Limited (‘Starling’) won’t reimburse in full the funds she lost when she fell victim to a scam. What happened Mrs D says that in October 2023 she received a call from someone who claimed to be from her credit card provider. Mr... (4 pages)View decision -
Decision Reference DRN-5669140
8 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5669140 The complaint Ms B complains HSBC UK Bank Plc declined a transfer she needed to make to complete on a property. What happened On 26 April 2024 Ms B called HSBC in order to transfer just over £70,000 to an account belonging to a firm of solicitors who were helping with the pu... (3 pages)View decision -
Decision Reference DRN-5398468
8 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5398468 The complaint Mr T complains that Revolut Ltd sent him an email with his full account details, including full name. He said this would have been available to anyone receiving or intercepting the email. What happened Mr T created an account with Revolut in October 2024. Duri... (3 pages)View decision -
Decision Reference DRN-5677847
8 Jul 2025 Westerby Trustee Services Limited Not upheldPensions and AnnuitiesDRN-5677847 The complaint Mr B complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence before accepting the introduction of his Self-Invested Personal Pension (‘SIPP’) and his application to invest in the high risk and unregulated ‘Dolp... (4 pages)View decision -
Decision Reference DRN-5601788
8 Jul 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5601788 The complaint Mr G complains that Assurant General Insurance Limited declined his mobile phone insurance claim. What happened Mr G has mobile phone insurance through a building society account, Assurant is the insurer. In August 2024 he claimed for his iPhone which he said ... (5 pages)View decision -
Decision Reference DRN-5327406
8 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5327406 The complaint Miss R complains about Aviva Insurance Limited’s decision to decline a claim under her home insurance policy. What happened Miss R had a home insurance policy with Aviva. In August 2024, she experienced a blockage in her bathroom, involving a pipe. She arrange... (2 pages)View decision -
Decision Reference DRN-5543737
8 Jul 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5543737 The complaint Miss M and Mr M complain that Zurich Insurance Company Ltd declined their claim against a travel insurance policy. Reference to Zurich includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (3 pages)View decision -
Decision Reference DRN-5616211
8 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5616211 The complaint Mr R complains that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) blocked his credit card account and made it difficult for him to regain access and make repayments. Mr R says he was charged late payment fees and a default was applied to his account a... (3 pages)View decision
