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 381196 results
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Decision Reference DRN-5744590
10 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5744590 The complaint Mr A is unhappy with Bank of Scotland trading as Halifax. He visited a branch to transfer money to an account abroad. Mr A said branch staff didn’t provide the service in a timely manner which meant the transfer was delayed beyond 3pm meaning the transfer could... (3 pages)View decision -
Decision Reference DRN-5806103
10 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5806103 The complaint Mrs W complains about Revolut Ltd. She says that she has fallen victim to a cryptocurrency investment scam and would like Revolut to refund her the money she has lost as a result. What happened Mrs W received a message from a friend she had known for a number o... (3 pages)View decision -
Decision Reference DRN-5805378
10 Sep 2025 Arrow Global Massey Limited UpheldConsumer CreditDRN-5805378 The complaint Mr S complains Arrow Global Massey Limited are reporting a default to his credit file when they shouldn’t be. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this bel... (5 pages)View decision -
Decision Reference DRN-5400547
10 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5400547 The complaint Miss S complains that Bank of Scotland plc trading as Halifax (“Halifax”) didn’t do enough to protect her from a purchase scam. She says Halifax should refund her all the money she lost. What happened Miss S said she saw a relative’s holiday on social media. Sh... (4 pages)View decision -
Decision Reference DRN-5423115
10 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5423115 The complaint Mr W has complained that Nationwide Building Society won’t refund the money he says he lost in an investment scam. What happened In spring 2022, Mr W made two card payments from his Nationwide account to his own account at a trading firm, totalling £5,000. He l... (3 pages)View decision -
Decision Reference DRN-4439897
10 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4439897 The complaint Mr and Mrs B complain about a reviewable whole of life policy they hold with Zurich Assurance Ltd (“Zurich”). Their complaint concerns a review of the policy carried out in 2021, which resulted in them having to pay a higher premium for less cover. Mr and Mrs B... (7 pages)View decision -
Decision Reference DRN-5699937
10 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5699937 The complaint Miss C complains that Clydesdale Bank Plc trading as Virgin Money processed her balance transfer request twice, causing her detriment. What happened Miss C holds a credit card account with Virgin Money. She also holds a credit card account with another provide... (4 pages)View decision -
Decision Reference DRN-5771987
10 Sep 2025 Co-op Funeral Plans Limited Not upheldFuneral Planning ServicesDRN-5771987 The complaint Mrs B’s complained that Co-op Funeral Plans Limited will continue to collect payments for her pre-paid funeral plan, even though she says she’s paid more than a funeral would cost. What happened Mrs B bought a pre-paid funeral plan from Co-op in early 2016. Sh... (2 pages)View decision -
Decision Reference DRN-5554428
10 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5554428 The complaint Miss M complains that NewDay Ltd acted irresponsibly in granting her a credit card. What happened Miss M opened an account with NewDay in June 2020. The credit limit was £600. In 2024, Miss M complained to NewDay that the account had been unaffordable for her.... (2 pages)View decision -
Decision Reference DRN-5735355
10 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5735355 The complaint Mr M complains Bank of Scotland plc trading as Halifax mishandled an international payment he instructed it to make, causing him to lose money and miss an investment opportunity. What happened Mr M said he used Halifax’s mobile banking app to transfer £40,000 t... (4 pages)View decision
