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 387322 results
-
Decision Reference DRN-5961435
31 Dec 2025 Build Secure Ltd UpheldInsuranceDRN-5961435 The complaint Company B has complained about Build Secure Ltd. It isn’t happy about the way it dealt with its latent defect insurance policies which it later cancelled. For ease of reading any reference to Build Secure includes its agents. What happened Company B took out tw... (2 pages)View decision -
Decision Reference DRN-5802519
31 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5802519 The complaint Mr G is unhappy that Barclays Bank UK PLC failed to sufficiently intervene causing him to fall victim to what he argues was an authorised push payment (APP) investment scam. Mr G is represented by a professional representative, but for ease I will just refer t... (2 pages)View decision -
Decision Reference DRN-5646951
31 Dec 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5646951 The complaint Mr R complains that The Prudential Assurance Company Limited (‘Prudential’) mis-sold him the pension through which he contracted-out of the Second Earnings Related Pension Scheme (‘SERPS’). He says that he was pressured into taking out the pension and wasn’t in... (7 pages)View decision -
Decision Reference DRN-5822166
31 Dec 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5822166 The complaint Ms K complains that Wise Payments Limited (‘Wise’) declined to refund her in full when she says she lost over £12,000 as a result of a scam. What happened I wrote to both parties, outlining my provisional thoughts on this case in November 2025. Below is an extr... (4 pages)View decision -
Decision Reference DRN-5947595
31 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5947595 The complaint Mr I has complained Revolut Ltd won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr I fell victim to a recovery scam... (4 pages)View decision -
Decision Reference DRN-5895632
31 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5895632 The complaint Ms M is unhappy that Bank of Scotland plc trading as Halifax (Halifax) did not refund a payment she made using her credit card. Ms M is also unhappy with a bank switch process. When I refer to what Ms M and Halifax said or did, it should also be taken to inclu... (4 pages)View decision -
Decision Reference DRN-6048916
31 Dec 2025 EE Limited Not upheldConsumer CreditDRN-6048916 The complaint Miss M complains about the way EE Limited trading as ‘EE’ sold her a loan agreement. What happened The background to this complaint is well known by both parties so I will only summarise it here. Miss M’s complaint is about a fixed sum loan agreement (the ‘ag... (2 pages)View decision -
Decision Reference DRN-6048662
31 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-6048662 The complaint Ms J has complained about AXA Insurance UK Plc. She isn’t happy about the way it settled liability against her following a claim on her motor insurance policy and the service she received. What happened Ms J made a claim under her motor insurance policy after s... (2 pages)View decision -
Decision Reference DRN-5806629
31 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5806629 The complaint Mr C complains that Lloyds Bank PLC won’t reimburse payments he made as part of a scam. Mr C has referred the complaint via a representative, however I will just refer to Mr C throughout for ease. What happened The background to this complaint is well known to ... (3 pages)View decision -
Decision Reference DRN-5743728
31 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5743728 The complaint Ms N has complained about the way INTACT INSURANCE UK LIMITED (“Intact”) has handled her subsidence claim. All references to Intact in this decision include its appointed agents. What happened In February 2022, Ms N made a claim under her building and contents ... (3 pages)View decision