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 370904 results
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Decision Reference DRN-5534225
14 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5534225 The complaint Mr C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money he believes he lost as the result of an authorised push payment (‘APP’) scam. What happened In July 2019, Mr C made three £20,000 payments, as part of a £... (4 pages)View decision -
Decision Reference DRN-5524139
14 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5524139 The complaint Mr and Mrs D complain that Aviva Insurance Limited has turned down a travel disruption claim they made on a travel insurance policy. What happened Mr and Mrs D hold travel insurance as a benefit of a packaged bank account. In October 2024, Mr and Mrs D were on ... (3 pages)View decision -
Decision Reference DRN-5213640
14 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5213640 The complaint Mr S and Mrs S complain that U K Insurance Limited trading as Direct Line, has failed to settle a claim made on their buildings insurance policy fairly. They feel UKI is failing to confirm that the work completed on their property has satisfied the direction of... (4 pages)View decision -
Decision Reference DRN-5558397
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5558397 The complaint Mrs R complains that Revolut Limited won’t reimburse her after she fell victim to an investment scam, followed by further recovery scams. Mrs R is professionally represented in bringing her complaint, but for ease of reading, I’ll refer to all submissions as be... (12 pages)View decision -
Decision Reference DRN-5556938
14 May 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5556938 The complaint Mr K complains that American Express Services Europe Limited (AESEL) was irresponsible in its lending to him. He wants the interest he has been charged reduced and all adverse information recorded on his credit file removed. What happened Mr K was provided with... (5 pages)View decision -
Decision Reference DRN-5529757
14 May 2025 Quidie Limited Not upheldConsumer CreditDRN-5529757 The complaint Mr P complains that Quidie Limited trading as Fernovo lent to him irresponsibly. What happened Mr P took two loans and this table gives a summary. Loan Approved Amount Repay terms (rounded) Amount scheduled to be repaid Status 1 4 June 2024 £500 5 x £141 1 x ... (6 pages)View decision -
Decision Reference DRN-5558370
14 May 2025 Yorkshire Building Society UpheldBanking and PaymentsDRN-5558370 The complaint Mr C is unhappy that Yorkshire Building Society (“YBS”) didn’t transfer interest to his nominated account in line with his instructions. What happened In May 2024, Mr C raised a complaint with YBS because he was unhappy that YBS hadn’t transferred earned intere... (3 pages)View decision -
Decision Reference DRN-5389613
14 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5389613 The complaint Mr M complains Nationwide Building Society (Nationwide) changed the introductory interest free overdraft facility without prior notification. What happened Mr M says he opened a FlexDirect account (FD) with Nationwide in April 2024, taking up the offer of 0% in... (2 pages)View decision -
Decision Reference DRN-5554750
14 May 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5554750 The complaint Mr G complains about how Nelson Insurance Company Ltd handled a claim on his motor insurance. Nelson used a third party company to handle Mr G’s claim and most of his correspondence has been with this company rather than directly with Nelson. For the avoidance ... (4 pages)View decision -
Decision Reference DRN-5556163
14 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5556163 The complaint Mrs J complains about Aviva Insurance Limited’s handling of a claim under her motor insurance policy. Aviva has been represented by its agents during the claim, and Mrs J has been represented on the claim and complaint by the named driver. All references to Avi... (9 pages)View decision
