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 367300 results
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Decision Reference DRN-5584113
27 May 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5584113 The complaint M complain Metro Bank PLC (“Metro”) closed their account without explanation and have caused significant avoidable delay in returning their funds due to errors on its part. M’s director, Mr A, says he borrowed funds from a friend to fly to the UK and to pay for... (6 pages)View decision -
Decision Reference DRN-5354105
27 May 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5354105 The complaint Mr T is unhappy with the way Prepay Technologies Ltd – trading here under its Monese brand - handled two chargeback disputes. What happened On 12 April 2024 Mr T bought a mobile phone on eBay, using his Monese prepaid card to pay the purchase price of £919. The... (2 pages)View decision -
Decision Reference DRN-5534278
27 May 2025 Wakam UpheldInsuranceDRN-5534278 The complaint Miss M has complained about the way Wakam handled the renewal of her pet policy. What happened Miss M had insured her dog and latterly her cat(s) with Wakam. In October 2022, she believed her renewal premium was too expensive. So, she contacted Wakam to discus... (4 pages)View decision -
Decision Reference DRN-5585629
27 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5585629 The complaint Ms H is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. She’s also dissatisfied with the service she received after the fraud was reported, particularly that Revolut didn’t call her to discuss the situation. What... (5 pages)View decision -
Decision Reference DRN-5572127
27 May 2025 Gentoo Group Limited Not upheldMortgagesDRN-5572127 The complaint Mr B complains that Gentoo Group Limited mis-sold him a regulated second charge mortgage (secured loan), and that it hasn’t acted fairly in the years since, leading up to repossession action in 2023. What happened In 2011, Mr B bought a leasehold property. Gent... (10 pages)View decision -
Decision Reference DRN-5555090
27 May 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5555090 The complaint Mrs B complains that Aviva Life & Pensions UK Limited didn’t give her clear information about the funds she was invested in. She was told her funds would be invested in lower risk funds but she’s since found out they were put into high risk funds. She also ... (8 pages)View decision -
Decision Reference DRN-5497199
27 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5497199 The complaint Mrs J complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) declined her claim for a refund of a purchase made using her credit card. What happened Mrs J made an offer to purchase an apartment that was accepted by the property’s seller. She ... (3 pages)View decision -
Decision Reference DRN-5583643
27 May 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5583643 The complaint Mr and Mrs Y complain about the interest rate on their mortgage with Bank of Scotland plc, trading as Birmingham Midshires (BM). They say they have been asking BM for a new interest rate product since 2011, but until late 2023 it always told them they couldn’t ... (4 pages)View decision -
Decision Reference DRN-5084804
27 May 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5084804 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited was of an unsatisfactory quality. What happened In March 2022, Mr H was supplied with a used car (‘the 2018 car’) through a higher purchase agreement... (4 pages)View decision -
Decision Reference DRN-5585181
27 May 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5585181 The complaint Mr C complains that Metro Bank PLC won’t reimburse him after he fell victim to a scam. Mr C is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr C directly. What happened On 12 May 2... (6 pages)View decision
