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
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Decision Reference DRN-5326409
12 Feb 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5326409 The complaint Mr W complains that Kroo Bank Ltd (“Kroo”) failed to refund transactions from his account that he didn’t recognise. What happened Mr W reported that he’d been locked out of his main bank account (held with another business I’ll refer to as H). He was advised th... (4 pages)View decision -
Decision Reference DRN-4926086
12 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4926086 The complaint Mrs C, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. I... (4 pages)View decision -
Decision Reference DRN-4856595
12 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4856595 The complaint Mr and Mrs F are being represented by solicitors. They’re complaining about HSBC UK Bank Plc because it declined to refund money they lost as a result of fraud. What happened Sadly, Mr F fell victim to a cruel investment scam. He responded to an advert he saw o... (5 pages)View decision -
Decision Reference DRN-5325817
12 Feb 2025 Swift 1st Limited UpheldMortgagesDRN-5325817 The complaint Miss L complains about her second charge mortgage (secured loan) which is being administered by Swift 1st Limited, trading as Swift Advances. She complains that the loan agreement is unfair, she has had to pay an excessive amount to the loan in interest and oth... (4 pages)View decision -
Decision Reference DRN-5274075
12 Feb 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5274075 The complaint Mr F complains that Vanquis Bank Limited was irresponsible in its lending to him. He wants all interest he has paid on the loan refunded along with 8% statutory interest. What happened Vanquis provided Mr F with a £1,500 loan in May 2022. The agreement had an 1... (3 pages)View decision -
Decision Reference DRN-5280991
12 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5280991 The complaint Miss J complains about the way in which National Westminster Bank Plc (NatWest) handled a fraud on her account, and the resolution it offered her. What happened Miss J fell victim to fraud following a call from a scammer. She called NatWest on 14 June 2024 to ... (3 pages)View decision -
Decision Reference DRN-5059018
12 Feb 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5059018 The complaint Mr M complains that he is unable to use an online service to make investment changes to pension savings that he holds with Aviva Life & Pensions UK Limited (“Aviva”). What happened Mr M holds pension savings with Aviva. Those pension savings arose when he w... (2 pages)View decision -
Decision Reference DRN-5212152
12 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5212152 The complaint Mr P and Mr P complain about the way Royal & Sun Alliance Insurance Limited (RSA) has handled a claim they made for a damaged hi-fi system. Whilst this is a joint policy, only one Mr P has been the main correspondent for the claim and complaint, so I’ve on... (2 pages)View decision -
Decision Reference DRN-5321853
12 Feb 2025 Nationwide Building Society UpheldMortgagesDRN-5321853 The complaint Mrs M and Mr M complain that Nationwide Building Society misrepresented the terms of the further borrowing they applied for. What happened In early 2024, Mrs M and Mr M applied for £120,000 in additional borrowing to help part-fund a renovation of their home. A... (4 pages)View decision -
Decision Reference DRN-5242438
12 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5242438 The complaint Mrs M complains that HSBC UK Bank Plc (HSBC) failed to keep her properly informed when a transfer she made from her account to a foreign bank was rejected. Mrs M also complains that when she made a formal complaint to HSBC this was badly handled. What happened... (3 pages)View decision
