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 375868 results
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Decision Reference DRN-5651913
5 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5651913 The complaint Mr G complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY caused him significant distress and inconvenience and wasted his time due to mishandling his account, communicating poorly and lacking transparency. What happened Mr G has an account with NatWest. ... (3 pages)View decision -
Decision Reference DRN-5800643
5 Sep 2025 Handelsbanken plc Not upheldBanking and PaymentsDRN-5800643 The complaint Mr H complains that Handelsbanken plc (‘Handelsbanken’) won’t reimburse over £35,000 that he lost when he fell victim to a cryptocurrency investment scam. Mr H is represented by solicitors in this complaint. What happened Some time in 2024, Mr H came across a... (5 pages)View decision -
Decision Reference DRN-5631659
5 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5631659 The complaint Miss S complains The Co-operative Bank Plc unfairly closed her account following transactions were made on her account she didn’t recognise. Miss S says the application of a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker a... (4 pages)View decision -
Decision Reference DRN-5760286
5 Sep 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5760286 The complaint Mr C complains Link Financial Outsourcing Limited trading as Thesis Servicing have unduly influenced the Student Loans Company (SLC) in not allowing a deferment to stand – leading to arrears on his student loan account. What happened Mr C has a student loan gra... (3 pages)View decision -
Decision Reference DRN-5515463
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5515463 The complaint Mr A complains Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr A has previously been represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The background of... (4 pages)View decision -
Decision Reference DRN-5728978
5 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5728978 The complaint Mr and Mrs P complain that BUPA Insurance Limited hasn’t fairly explained how making a claim on their BUPA Health personal private medical insurance policy may affect their future premiums. As Mr P brought the complaint to us, I’ve referred mainly to him throug... (3 pages)View decision -
Decision Reference DRN-5354147
5 Sep 2025 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5354147 The complaint Mr A complains that IT issues within Hargreaves Lansdown Asset Management Limited (‘HL’) prevented him from undertaking time critical trades on his leveraged instruments that then resulted in an avoidable financial loss. Mr A would now like HL to reimburse the ... (5 pages)View decision -
Decision Reference DRN-5303261
5 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5303261 The complaint Mrs G is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mrs G has explained that between March and April 2024 she m... (5 pages)View decision -
Decision Reference DRN-5128099
5 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5128099 The complaint Mr S and Miss H are seeking to recover £6,846 from The Royal Bank of Scotland Plc (RBS), a payment they made from their bank account for bifolding doors, and they now believe was a scam. What happened I’m not going to cover all the points raised in detail. The... (4 pages)View decision -
Decision Reference DRN-5279625
5 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5279625 The complaint Ms G is unhappy that Bank of Scotland plc trading as Halifax haven’t refunded money she lost as a result of a scam. Ms G is being supported in this complaint by a representative but for ease of I’ll only refer to Ms G in the decision. What happened The detail... (3 pages)View decision
