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 380712 results
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Decision Reference DRN-5422604
15 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5422604 The complaint Mr A complains that Lloyds Bank Plc didn’t do enough to protect him from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both ... (4 pages)View decision -
Decision Reference DRN-5422658
15 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5422658 The complaint Mr A complains that Revolut Limited didn’t do enough to protect h from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both pa... (5 pages)View decision -
Decision Reference DRN-5748906
15 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5748906 The complaint Mr G has complained that Lloyds Bank PLC (‘Lloyds’) irresponsibly agreed to grant him an overdraft facility followed by limit increases that he couldn’t afford. He says by doing so Lloyds acted irresponsibly and so worsened his financial situation. What happen... (4 pages)View decision -
Decision Reference DRN-5506049
15 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5506049 The complaint Mr A complains that Wise Payments Limited didn’t do enough to protect h from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (4 pages)View decision -
Decision Reference DRN-5711744
15 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5711744 The complaint Mrs N and Mr N complain about Royal & Sun Alliance Insurance Limited’s handling of their buildings insurance claim. What happened The background to this complaint is complex, long and well known to both parties. So, I’m not going to provide a full summary h... (6 pages)View decision -
Decision Reference DRN-5145474
15 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5145474 The complaint Mr R is unhappy that National Westminster Bank Plc has decided not to refund him, after he says he was the victim of a scam. What happened Mr R made 301 payments to W between 2015 and 2023, to three different accounts held by W. Mr R confirmed he also sent mo... (6 pages)View decision -
Decision Reference DRN-5578685
15 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5578685 The complaint Mr H complains that Santander UK Plc won’t refund the money he lost as the result of a scam. Mr H has been represented in this complaint by a claims management company. What happened The background to this complaint is familiar to the parties, so I’ll simply su... (5 pages)View decision -
Decision Reference DRN-5737896
15 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5737896 The complaint Mr F complains that Nationwide Building Society closed a basic bank account. What happened Mr F opened a basic bank account with Nationwide in January 2025. But the next day, Nationwide told Mr F it was going to close the account. It said this was because Mr F... (2 pages)View decision -
Decision Reference DRN-5620183
15 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5620183 The complaint Mr F complains that Nationwide Building Society (Nationwide) closed his account and failed to support him. What happened Mr F had an account with Nationwide. In July 2024, Nationwide restricted the account while it carried out a review. It completed its review... (3 pages)View decision -
Decision Reference DRN-5629804
15 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5629804 The complaint Mr A and Miss A have complained about how Aviva Insurance Limited (Aviva) dealt with a claim under their mobile phone insurance policy. As Mr A mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to him. References to Aviva... (2 pages)View decision
