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 381194 results
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Decision Reference DRN-5925621
4 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5925621 The complaint Mr T complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. Mr T has brought the complaint to us via a representative, in the main I’ll refer to Mr T. What happened Both parties are familiar with the circumstances of ... (5 pages)View decision -
Decision Reference DRN-5655872
4 Nov 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5655872 The complaint F, a company with charitable status, complains that Zurich Insurance Company Ltd failed to provide appropriate advice about its business protection insurance and provided a policy that left it without adequate cover. What happened There is a long history to thi... (3 pages)View decision -
Decision Reference DRN-5722964
4 Nov 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5722964 The complaint Mr and Mrs S’ complaint is about a claim they made on their ARAG Legal Expenses Insurance Company Limited trading as DAS (‘ARAG’) landlord’s protection insurance policy for loss of rents, following legal action against their tenants. Mr and Mrs S say that ARAG ... (3 pages)View decision -
Decision Reference DRN-5620256
4 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5620256 The complaint Mr D complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he says he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my de... (3 pages)View decision -
Decision Reference DRN-5925356
4 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5925356 The complaint Mr and Mrs K complain that Bank of Scotland plc trading as Halifax (Halifax) won’t refund the money they lost as a result of a scam. The complaint is brought on Mr and Mrs K’s behalf by a professional representative. Most of the complaint points have been rais... (4 pages)View decision -
Decision Reference DRN-5925032
4 Nov 2025 Topaz Finance Limited Not upheldMortgagesDRN-5925032 The complaint Mr E complains that Topaz Finance Limited trading as Hyalite Mortgages has treated him unfairly in seeking to recover a mortgage shortfall debt. What happened Mr E took out a mortgage with Mortgage Express in 2006. The mortgaged property was taken into possess... (2 pages)View decision -
Decision Reference DRN-5899247
4 Nov 2025 St. James's Place Wealth Management Plc Not upheldMortgagesDRN-5899247 The complaint X complains that St James’s Place Wealth Management Plc trading as St James’s Place (SJP) disclosed information she gave it in connection with a mortgage application without her consent. What happened In 2021 and 2022, X and her then partner took mortgage advic... (3 pages)View decision -
Decision Reference DRN-5878016
4 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5878016 The complaint Miss P complains that Lloyds Bank PLC (Lloyds) lent to her irresponsibly. What happened Miss P took out a £3,000 overdraft with Lloyds in 2010. However, at the time she says she was young, unemployed and had a two-year-old child. Miss P has explained that she ... (3 pages)View decision -
Decision Reference DRN-5923035
4 Nov 2025 Aviva Insurance Limited UpheldInsuranceDRN-5923035 The complaint Mrs D and Mr R complain about how Aviva Insurance Limited handled their claim against a travel insurance policy and its decision to decline their claim. Reference to Aviva includes its agents. What happened Mrs D and Mr R have travel insurance cover underwritt... (7 pages)View decision -
Decision Reference DRN-5748220
4 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5748220 The complaint Mr M complains that Aviva Insurance Limited (“Aviva”) took an unexpected payment from the wrong credit card, and mishandled his premium payments. What happened Mr M had a motor insurance policy with Aviva covering his car. The policy was due for renewal in Apri... (3 pages)View decision
