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 367928 results
-
Decision Reference DRN-5610727
10 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5610727 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost to a scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr B throughout this decision. What happened In summary, in February 2024, Mr B was messaged ... (6 pages)View decision -
Decision Reference DRN-5604886
10 Jun 2025 UNION BANK OF INDIA (UK) LIMITED UpheldBanking and PaymentsDRN-5604886 The complaint Mr S complains that UNION BANK OF INDIA (UK) LIMITED (‘UBI’) hasn’t provided him with the expected rate of interest on his fixed-term bond. What happened I issued a provisional decision on this complaint, inviting both parties to let me have any further comment... (5 pages)View decision -
Decision Reference DRN-4999621
10 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4999621 The complaint and background Mr D complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam in August 2023, resulting in him losing over £15,000. Our investigator didn’t uphold the complaint. He noted that Mr D hadn’t provided the m... (2 pages)View decision -
Decision Reference DRN-5613119
10 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5613119 The complaint Mr W complains about the way Admiral Insurance (Gibraltar) Limited has handled a claim he made on his home insurance policy. What happened In Summer 2023 Mr W made a claim under his Admiral home insurance policy. He’d discovered a crack in a ceiling of his pro... (4 pages)View decision -
Decision Reference DRN-5604818
10 Jun 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5604818 The complaint Mr D complains about the way The Royal Bank of Scotland Plc handled a claim he made under Section 75 (S75) of the Consumer Credit Act 1974 (CCA). What happened Mr D contacted RBS in January 2024 to raise a dispute about the services of a building company (who I... (5 pages)View decision -
Decision Reference DRN-5577395
10 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5577395 The complaint With the help of a professional representative, Mr L complains that National Westminster Bank Public Limited Company trading as Ulster Bank lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr L. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-5593708
10 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5593708 The complaint Mr L complains that he was charged fees that he wasn't told about by HSBC UK Bank Plc (trading as First Direct), for international transfers. What happened In November and December 2024, Mr L carried out a series of transfers of money abroad. He was aware ... (2 pages)View decision -
Decision Reference DRN-5177773
10 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5177773 The complaint Mr and Mrs F say Nationwide Building Society (“Nationwide”) unfairly blocked their account and gave them incorrect information whilst they were on holiday. Mr and Mrs F says this caused them significant worry, distress and inconvenience. What happened The fact... (6 pages)View decision -
Decision Reference DRN-5612597
10 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5612597 The complaint Mr P complains about the information asked of him by Lloyds Bank PLC during a phone call and that it gave him misleading information concerning the use of a passcode. He also complains about how his complaint was handled. What happened On 20 November 2024 Mr P ... (4 pages)View decision -
Decision Reference DRN-5590000
10 Jun 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5590000 The complaint Mr B complains that CA Auto Finance UK Ltd (CA Auto) supplied him with a used car under a hire purchase agreement that was of unsatisfactory quality. What happened Mr B took out the hire purchase agreement on 15 June 2024. The car CA Auto supplied him with was... (3 pages)View decision
