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 380824 results
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Decision Reference DRN-5883953
23 Oct 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5883953 The complaint Mr B complained about the customer service provided by Red Sands Company (Europe) Limited whilst claiming on his motor warranty. What happened Mr B took out a motor warranty with Red Sands in December 2024. He purchased the car in September 2024 and originally ... (2 pages)View decision -
Decision Reference DRN-5780282
23 Oct 2025 ReAssure Limited Not upheldInsuranceDRN-5780282 The complaint Mr S complains about the sale of his reviewable whole of life policy by ReAssure Limited (ReAssure). He says he was never aware that his premiums could increase as significantly as they did following a recent policy review. What happened In December 1986, Barc... (3 pages)View decision -
Decision Reference DRN-5470669
23 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5470669 The complaint Mr and Mrs H complain that Nationwide Building Society haven’t reimbursed losses suffered as a result of an investment scam. What happened The background to this complaint is well-known to all parties, and so I’ll only briefly summarise events here. Mr and Mrs... (4 pages)View decision -
Decision Reference DRN-5680333
23 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5680333 The complaint Mr K complains that Nationwide Building Society won’t refund money he lost when he was the victim of a job 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 2024 Mr K fell victi... (3 pages)View decision -
Decision Reference DRN-5747830
23 Oct 2025 ONMO Limited UpheldBanking and PaymentsDRN-5747830 THE COMPLAINT Miss J complains about ONMO Limited (“ONMO”) providing her account number and sort code with another bank to a third party organisation. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again ... (3 pages)View decision -
Decision Reference DRN-5642585
23 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5642585 The complaint Mr M complains that The Royal Bank of Scotland Plc (“RBS”) have declined to reimburse losses he incurred as a result of a scam. What happened Mr M came across a number of investment opportunities through a networking group he was part of and made payments betw... (3 pages)View decision -
Decision Reference DRN-5849639
23 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5849639 The complaint Mr C complains that HSBC UK Bank Plc did not properly pursue his chargeback request. What happened In March 2025 Mr C purchased foreign currency from a merchant at a cost of £2,300.82. It was to be delivered to his address by Royal Mail. When the currency didn’... (2 pages)View decision -
Decision Reference DRN-5782675
23 Oct 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5782675 The complaint Mrs M complains that she mistakenly sent maturity instructions online to change two ISA accounts she held into regular savings accounts resulting in her losing the ISA tax free status and that Skipton Building Society (“Skipton”) won’t rectify the error and res... (3 pages)View decision -
Decision Reference DRN-5901577
23 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5901577 The complaint Ms G complains that NewDay Ltd has blocked the use of her credit facility on two separate occasions, which has caused her a loss. What happened Ms G says she has a rewards card, so when she uses the card for certain transactions, she receives rewards. Ms G sa... (3 pages)View decision -
Decision Reference DRN-5680344
23 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5680344 The complaint Mr K complains that Revolut Ltd won’t refund money he lost when he was the victim of a job 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 2024 Mr K fell victim to a job scam.... (4 pages)View decision
