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 369227 results
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Decision Reference DRN-5002786
15 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5002786 The complaint Mr U is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr U lost money to an investment scam. He already had an account with Revolut and made the followi... (3 pages)View decision -
Decision Reference DRN-5484433
15 Apr 2025 Bridgewater Support Solutions Ltd UpheldConsumer CreditDRN-5484433 The complaint Mr A complains Bridgewater Support Solutions Ltd trading as DFH Financial Solutions mis- sold him a debt management plan (DMP). What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant el... (7 pages)View decision -
Decision Reference DRN-5320578
15 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5320578 The complaint Mr J complaints National Westminster Bank Plc unfairly refused to refund transactions on his account which he says weren’t authorised. Mr J says this has left him with an overdraft and caused significant distress and financial hardship. What happened Mr J held ... (6 pages)View decision -
Decision Reference DRN-5477293
15 Apr 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5477293 The complaint Mr C says that PayPal UK Ltd (PayPal) were unreasonable to report a default to his credit file. What happened In May, June and July 2024 Mr C didn’t make at least the minimum payment towards his credit card debt with PayPal. In July 2024 PayPal, therefore, say ... (2 pages)View decision -
Decision Reference DRN-5470783
15 Apr 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5470783 Complaint Mr T has complained that Lloyds Bank PLC (“Lloyds”) continued to allow him to use his overdraft over an extended period and even when he was in financial difficulty. Background Lloyds increased Mr T’s overdraft limit to £1,500.00 in February 2010. The limit went o... (4 pages)View decision -
Decision Reference DRN-5421994
15 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5421994 The complaint The complaint that has been made by the estate of Mrs D is that Bank of Scotland plc trading as Halifax failed to manage Mrs D’s mortgage properly, and this meant that she continued to make payments after the end of the term, which caused her severe financial d... (3 pages)View decision -
Decision Reference DRN-5289645
15 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5289645 The complaint Mr D’s complaint relates to a credit card he has with Vanquis Bank Limited. He has said that he considers Vanquis was irresponsible when it accepted his application, and later increased his credit limit, as neither were affordable for him. Mr D is represented i... (3 pages)View decision -
Decision Reference DRN-5484175
14 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5484175 The complaint Miss S has complained about a cash deposit, where she says that Nationwide Building Society deposited the wrong amount. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Miss S went into a Nationwide branch to deposit ... (5 pages)View decision -
Decision Reference DRN-5056810
14 Apr 2025 M & G Securities Limited UpheldInvestmentsDRN-5056810 The complaint Mr M complains that M & G Securities Limited trading as M&G Investments (‘M&G’) delayed the transfer of his ISA. What happened Mr M had a stocks and shares ISA with M&G. He asked M&G to transfer the contents to an ISA provided by a business ... (4 pages)View decision -
Decision Reference DRN-5433687
14 Apr 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5433687 The complaint Mrs and Mr H complain that Great Lakes Insurance UK Limited declined their travel insurance claim. My references to Great Lakes include its agents. What happened Mrs and Mr H had single trip travel insurance, insured by Great Lakes. They were booked to go to P... (3 pages)View decision
