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-5423670
26 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5423670 The complaint Mr L has complained about the amount Aviva Insurance Limited has offered in settlement of his claim under his car insurance policy. And about the way it has handled the claim. What happened Mr L’s car was damaged in an accident, and he made a claim under his p... (6 pages)View decision -
Decision Reference DRN-5379249
26 Mar 2025 Blues and Twos Credit Union Limited Not upheldConsumer CreditDRN-5379249 The complaint Mr M complains about the customer service he received when he contacted Blues and Twos Credit Union Limited (” BTCU”) to discuss his account. What happened Mr M holds a loan account with BTCU. The loan was granted on 4 March 2019 for a term of 5 years. In July ... (3 pages)View decision -
Decision Reference DRN-5372565
26 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5372565 The complaint Miss U complains about the way Nationwide Building Society (“Nationwide”) handled her chargeback request. What happened On 26 April 2024, Miss U purchased two white gold rings and a platinum ring from a jeweller who I will refer to as ‘T’. The total cost for al... (2 pages)View decision -
Decision Reference DRN-5423171
26 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-5423171 The complaint Mrs M complains Lendable Ltd is holding her liable for a loan which she says was taken out fraudulently in her name. What happened Around September 2023 Mrs M came across a company, C, claiming to offer a low-risk investment opportunity. She says C claimed to b... (3 pages)View decision -
Decision Reference DRN-5278374
26 Mar 2025 ALLICA BANK LIMITED Not upheldBanking and PaymentsDRN-5278374 The complaint A company I’ll call C complains that Allica Bank Limited (Allica) blocked its account, then delayed the release of the account funds while it asked unnecessary questions. C is represented by one of its directors, Mr A. What happened In August 2024, Allica blo... (2 pages)View decision -
Decision Reference DRN-5154884
26 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5154884 The complaint Mr M is being represented by solicitors. He’s complaining about Wise Payments Limited because it declined to refund money he lost as a result of fraud. What happened Sadly, in 2023, Mr M fell victim to an investment scam. After befriending someone who contacted... (4 pages)View decision -
Decision Reference DRN-5106114
26 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5106114 The complaint Mr N complains about the way Nationwide Building Society handled his chargeback request. What happened Mr N’s purchase involves a company I’ll refer to as ‘T’. An invoice shows he paid £189 on 19 July 2023 to T using his Nationwide debit card for a three-hour m... (2 pages)View decision -
Decision Reference DRN-4952318
26 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4952318 The complaint Miss H complains that Revolut Ltd has declined to reimburse payments she made as part of an investment scam. What happened Miss H says that a friend told her about the profits he’d made investing in cryptocurrency projects and recommended a specific token to he... (3 pages)View decision -
Decision Reference DRN-5430550
26 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5430550 The complaint A limited company, which I’ll refer to as ‘E’, is unhappy that HSBC UK Bank Plc didn’t reinstate a direct debit for its Bounce Back Loan (“BBL”) which it feels led to monthly payments for that loan being missed and ultimately to HSBC defaulting the account. E’... (4 pages)View decision -
Decision Reference DRN-5422285
26 Mar 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5422285 The complaint Mrs M complains Metro Bank PLC trading as RateSetter is holding her liable for a loan which she says was taken out fraudulently in her name. What happened Around September 2023 Mrs M came across a company, C, claiming to offer a low-risk investment opportunity.... (3 pages)View decision
