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 369228 results
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Decision Reference DRN-5053122
10 Feb 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5053122 The complaint Mr G complains TSB Bank plc (“TSB”) refuses to refund him for unauthorised transactions on his account. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In short, Mr G says he was contacted on 25 Septem... (3 pages)View decision -
Decision Reference DRN-5145974
10 Feb 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5145974 The complaint X complains that Tesco Personal Finance Limited trading as Tesco Credit Card (Tesco) added a late payment mark to his credit file. What happened X had a credit card from Tesco. He had a direct debit operating which was set to clear the full balance each month. ... (5 pages)View decision -
Decision Reference DRN-4853458
10 Feb 2025 AWP P&C S.A. Not upheldInsuranceDRN-4853458 The complaint Mr L has complained that AWP P&C SA declined to cover a pre-existing medical condition on a travel insurance policy, resulting in him cancelling a trip and losing his deposit. What happened Mr L has held the travel insurance policy for several years as par... (3 pages)View decision -
Decision Reference DRN-4944156
10 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4944156 The complaint Mr R says Revolut Ltd (”Revolut”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr R says he was abroad ... (2 pages)View decision -
Decision Reference DRN-5276618
10 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5276618 The complaint Mr B complains that Shawbrook Bank Limited registered a default against him when his loan account fell into arrears. He’s also unhappy that the debt was sold to a third party and payments he’s made to Shawbrook haven’t been credited to his account. What happene... (3 pages)View decision -
Decision Reference DRN-5283878
10 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5283878 The complaint B, a limited company complains that National Westminster Bank Plc closed its accounts and didn’t return money paid into the account back to it, so it has lost out financially. B’s complaint has been brought to our service by its director, Mr S. What happened ... (4 pages)View decision -
Decision Reference DRN-5278076
10 Feb 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5278076 The complaint Mr A complains on behalf of C that Barclays Bank Plc, “Barclays”, allowed a company director to take out a credit card without the proper authority, which then allowed him to make unauthorised transactions. This complaint has been brought to our Service by one ... (2 pages)View decision -
Decision Reference DRN-3585164
10 Feb 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3585164 The complaint Mr R has complained, with the help of a professional third party, about the transfer of his personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in Malta in July 2014. The QROPS was subsequently used to invest in a managed portfolio and... (11 pages)View decision -
Decision Reference DRN-5276543
10 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5276543 The complaint Mr G’s complaint is about Revolut Ltd’s refusal to reimburse him money he says he lost due to a scam. Mr G is represented by The Claims Experts Ltd (trading as) Impakt Claims in this matter. However, I will refer to Mr G solely in this decision for ease of read... (4 pages)View decision -
Decision Reference DRN-5244659
10 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5244659 The complaint Mr S is complaining that Royal & Sun Alliance Insurance Limited (‘RSA’) declined a claim he made on his commercial property insurance policy. What happened In October 2023 Mr S contacted RSA to advise that water damage had appeared in a property he rented o... (3 pages)View decision
