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 381196 results
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Decision Reference DRN-5659021
10 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5659021 The complaint Ms J complains Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) charged interest on her credit card account contrary to what she’d been advised, and didn’t adequately support her with a disputed transaction. Ms J wants an interest refund of £125.81 ... (3 pages)View decision -
Decision Reference DRN-5587835
10 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5587835 The complaint Mr and Mrs S complain about how Royal & Sun Alliance Insurance Limited (“RSA”) has handled their home insurance claim. RSA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As RSA has accepted it ... (3 pages)View decision -
Decision Reference DRN-5616102
10 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5616102 The complaint Mrs M complains Royal & Sun Alliance Insurance Limited has unfairly declined a claim she’s made on her pet insurance policy. What happened The background to this complaint is well known to the parties so I’ll only provide a brief summary here. Mrs M’s dog... (2 pages)View decision -
Decision Reference DRN-5167238
10 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5167238 The complaint Ms M is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. Ms M has brought her complaint with the assistance of a professional representative. For ease I’ll refer to their submissions as being from Ms M. What happened In early 2023 Ms M was app... (6 pages)View decision -
Decision Reference DRN-5683258
10 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5683258 The complaint Miss C complains that the settlement provided by Moneybarn No.1 Limited trading as Moneybarn, after it had agreed a conditional sale agreement had been unaffordable for her, had been fair. What happened In June 2021 Miss C entered into a five-year conditional s... (3 pages)View decision -
Decision Reference DRN-5585726
10 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5585726 The complaint Mr I complains HSBC UK Bank Plc didn’t do enough to protect him when he fell victim to a job scam, which led to him losing money. What happened The background to this complaint is familiar to both parties, so I’ll only summarise the key events here. In Septembe... (3 pages)View decision -
Decision Reference DRN-5660965
10 Jul 2025 Investment Funds Direct Limited Not upheldPensions and AnnuitiesDRN-5660965 The complaint Mrs S has complained about how Investment Funds Direct Limited, trading as M&G Wealth Platform (“M&G”), managed the settlement of the death benefit from her late brother’s pension plan. For clarity, her brother is referred to as Mr B in this decision. M... (5 pages)View decision -
Decision Reference DRN-5338575
10 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5338575 The complaint Mrs C complains that Revolut Ltd won’t refund her the money she lost in a work tasks scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I’ve summarised what I consider to be the main points. Mrs C says she was co... (4 pages)View decision -
Decision Reference DRN-5637145
10 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5637145 The complaint Mr D is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened In September 2024 Mr D was travelling home from work when he received a call from his bank (‘A’). They said someone had tried to take a payment from his bank account using h... (5 pages)View decision -
Decision Reference DRN-5129499
10 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5129499 The complaint Mr T complains that Santander UK Plc didn’t do enough to prevent him losing money to a scam. Mr T has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr T himself where I also mean the representative. What hap... (3 pages)View decision
