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 370903 results
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Decision Reference DRN-5395806
19 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5395806 The complaint Mr M is unhappy with Nationwide Building Society. He held an account with former building societies that were subsequently taken over by Nationwide and Mr M said he never closed his account. He still had the passbook. When he recently requested Nationwide to pa... (2 pages)View decision -
Decision Reference DRN-5324896
19 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5324896 The complaint Miss H complains Nationwide Building Society didn’t do enough to help get a refund for a transaction she made using her debit card. What happened In August 2024 Miss H purchased a sofa and armchair from a company I’ll refer to as F, paying £1,787 using her Nat... (5 pages)View decision -
Decision Reference DRN-5441530
19 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5441530 The complaint Mr H complains Lloyds Bank PLC didn’t intervene when he started compulsive gambling in 2024. What happened Mr H explained during 2024 he started to regularly sign up to and frequently use online gambling services. Mr H said he started to realise he had a proble... (3 pages)View decision -
Decision Reference DRN-5569663
19 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5569663 The complaint Ms W complains that Revolut Ltd won’t refund money she lost when she was the victim of an alleged purchase scam. A representative who I will call “F” complains on behalf of Ms W. What happened The background to this complaint is well known to both parties, so... (4 pages)View decision -
Decision Reference DRN-5268309
19 May 2025 Virgin Money Unit Trust Managers Ltd Not upheldPensions and AnnuitiesDRN-5268309 The complaint Mr C complains that Virgin Money Unit Trust Managers Ltd (Virgin) failed to complete his request to cash out his pension in a timely manner, leading to him having to pay income tax that he wouldn’t otherwise have had to pay. What happened Mr C had a pension wit... (5 pages)View decision -
Decision Reference DRN-5513770
19 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5513770 The complaint Mrs H complains that NewDay Ltd, trading as Aqua, lent to her irresponsibly in relation to a credit card account. In bringing her complaint, Mrs H is supported by a representative. For ease, though, I’ll only refer to Mrs H throughout. What happened In March ... (3 pages)View decision -
Decision Reference DRN-5465869
19 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5465869 The complaint Mr D complains that Admiral Insurance (Gibraltar) Limited haven’t met the full cost of the repairs needed after a leak. What happened Mr D held a buildings insurance policy with Admiral. In January 2022 when he was having his new kitchen fitted, the fitter di... (3 pages)View decision -
Decision Reference DRN-5511793
19 May 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5511793 The complaint Mr and Mrs L complain that Astrenska Insurance Limited declined their claim against their travel insurance policy. Reference to Astrenska includes its agents . Mr and Mrs L also complain about the sale of the policy, which is being dealt with separately. What... (2 pages)View decision -
Decision Reference DRN-5543135
19 May 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5543135 The complaint Miss R complains that American Express Services Europe Limited (“Amex”) has not met her claim for a refund of a credit card payment. She says that the work which was carried out was not of a satisfactory quality. What happened Miss R runs a property maintenance... (4 pages)View decision -
Decision Reference DRN-5081269
19 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5081269 The complaint Mr I complains Bank of Scotland (“BoS”) won’t reimburse £10,000 that he lost when he fell victim to an investment scam. What happened Mr I made the following payments to the scam. Date Amount 12/03/21 £2,500 12/03/21 £2,500 22/03/21 £2,500 22/03/21 £2,500 Our... (2 pages)View decision
