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 384133 results
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Decision Reference DRN-5635224
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5635224 The complaint C, a limited company, complains Barclays Bank UK PLC hasn’t reimbursed it after it was the victim of a scam. What happened C has told our service: • On 27 February 2023 it received an email from someone it thought was one of its regular suppliers advising tha... (3 pages)View decision -
Decision Reference DRN-5848143
28 Nov 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5848143 The complaint Mr H complains that Astrenska Insurance Limited, has unfairly declined his claim for a smart watch. Any reference to Astrenska also includes its agents. What happened Mr H has an insurance policy which covers the loss of or accidental damage to his personal p... (3 pages)View decision -
Decision Reference DRN-4975869
28 Nov 2025 ReAssure Limited UpheldInsuranceDRN-4975869 The complaint Mrs S complains about the increases in premium which ReAssure Limited has required to date and has told her will require in future. What happened Mrs S initially took out the policy with Crown Life Assurance Company Limited in 1984. The policy provided an initi... (4 pages)View decision -
Decision Reference DRN-5860807
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5860807 The complaint Mr M complains that Revolut Ltd failed to pursue a number of chargebacks. What happened On 27 May 2025, Mr M paid $160.95 to a merchant to purchase a pre-paid card worth $150 that could be used with a third-party, an online company I will call R which allows i... (2 pages)View decision -
Decision Reference DRN-5637635
28 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5637635 The complaint Mr O is unhappy that Bank of Scotland plc trading as Halifax (“Halifax”) won't reimburse him the money he sent to a third-party seller for a motorbike which is now says was a scam. What happened I’m not going to cover all the points raised in detail. But ... (3 pages)View decision -
Decision Reference DRN-5838721
28 Nov 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5838721 The complaint Mr M has complained to Phoenix Life Limited, trading as Standard Life, that it has failed in its duty of care to make sure the pension funds he’s been able to self-select as a retail investor were suitable. Mr M has further said that Phoenix Life has failed to ... (9 pages)View decision -
Decision Reference DRN-4701859
28 Nov 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4701859 The complaint Ms H, Mr W, Mrs W and Mr W as trustees of The W Trust (the trustees) complain about the way Zurich Assurance Ltd has administered the W Trust’s reviewable whole of life policy. They’re unhappy at the changes required to the premium to maintain the sum assured. ... (5 pages)View decision -
Decision Reference DRN-5626335
28 Nov 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5626335 The complaint Mr L, through his representative, complains that Plata Finance Limited trading as Zopa lent to him more than once when he could not afford to repay the loans. What happened Mr L took three loans. The table below gives a few details. Zopa has said that he took t... (3 pages)View decision -
Decision Reference DRN-5866660
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5866660 The complaint Mr T complains that Revolut Ltd won’t refund the full amount of money he 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. But in summary and based on the submissions of both parti... (4 pages)View decision -
Decision Reference DRN-5867633
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5867633 The complaint Ms C complains that Barclays Bank UK PLC unreasonably closed her bank account and required immediate repayment of an overdraft debt. What happened Ms C held a bank account with Barclays with an overdraft facility. Throughout 2023 Ms C had a number of payments ... (6 pages)View decision
