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 366350 results
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Decision Reference DRN-5393647
20 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5393647 The complaint Mr N complains that Nationwide Building Society placed blocks on his subscription payment s, and he has had to make the payment manually each month. He is concerned about the implications for his other regular payments. What happened Mr N said he has informed ... (3 pages)View decision -
Decision Reference DRN-5468047
20 May 2025 Investec Bank PLC Not upheldBanking and PaymentsDRN-5468047 The complaint Mr T complains that following his request for a full withdrawal of his funds from a savings account with Investec Bank PLC, the bank did not pay him the accrued interest. He said this was due to Investec’s unclear information and unfair withdrawal arrangements.... (3 pages)View decision -
Decision Reference DRN-5568494
20 May 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5568494 The complaint Mr F complains that Watford Insurance Company Europe Limited declined a claim on his motor insurance policy. What happened Mr F made a claim on his policy after his car was stolen. Watford said the claim wasn’t covered because the car had been unsecure, as he h... (2 pages)View decision -
Decision Reference DRN-5210049
20 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5210049 The complaint Mr W complains that Revolut Ltd won’t refund money he lost when he was a victim of a crypto investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2022 Mr W was the victim... (4 pages)View decision -
Decision Reference DRN-5415964
20 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5415964 The complaint Miss R complains that Santander UK Plc (‘Santander’) won’t refund the money she lost after falling victim to a scam. What happened In 2022, Miss R was made aware of an investment opportunity with a company, who I’ll refer to as R. R later changed their company... (6 pages)View decision -
Decision Reference DRN-4982659
20 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4982659 The complaint Mr D complains that Santander UK Plc (‘Santander’) won’t refund the money he lost after a car he purchased was seized. What happened In January 2023, Mr D was looking for a car online. He found a car he was interested in advertised on a well-known car marketpl... (3 pages)View decision -
Decision Reference DRN-5170615
19 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5170615 The complaint Mr P is unhappy that HSBC UK Bank Plc has decided not to refund him, after he was the victim of a scam What happened Mr P says he found a company online, that offered to help secure work visas for his friends and relatives. He says he found reviews about them a... (4 pages)View decision -
Decision Reference DRN-5473047
19 May 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5473047 The complaint Mrs O complains about the way in which Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) handled her claim in relation to the quality of a car she purchased in 2018 using a fixed sum loan agreement from Novuna. Mrs O says she raised a c... (3 pages)View decision -
Decision Reference DRN-5568403
19 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5568403 The complaint Ms B has complained that Aviva Insurance Limited hasn’t fully settled a claim she made on a private medical insurance policy. What happened Ms B rang Aviva in May 2024 to seek approval for a biopsy. She received authorisation for an initial consultation, the b... (2 pages)View decision -
Decision Reference DRN-5570747
19 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5570747 THE COMPLAINT Mr P holds/held an account with Revolut Ltd (“Revolut”). Mr P’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. Mr P is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer t... (6 pages)View decision
