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-5316519
10 Feb 2025 ReAssure Life Limited Not upheldPensions and AnnuitiesDRN-5316519 The complaint Ms K complains that ReAssure Life Limited failed to apply a pension contribution to her pension plan in a timely manner. What happened I issued a provisional decision on this complaint last month. In that decision I explained why I didn’t think the complaint sh... (4 pages)View decision -
Decision Reference DRN-4687779
10 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4687779 The complaint Miss A complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money she lost when she fell victim to a scam. What happened Miss A says that a social media influencer she was following posted something about an AI trading platform, which I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5270746
10 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5270746 The complaint Mrs F is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. She was originally being represented by solicitors but that arrangement has now ended. What happened Sadly, Mrs F fell victim to a cruel romance scam after... (4 pages)View decision -
Decision Reference DRN-4864933
10 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4864933 The complaint Miss W complains that National Westminster Bank Plc (“NatWest”) did not refund a series of payments she says she lost to a scam. What happened Miss W purchased a property and was looking for a builder to carry out renovation work, including an extension and a n... (3 pages)View decision -
Decision Reference DRN-5286627
10 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5286627 The complaint Mrs B complains about Aviva Insurance Limited (“Aviva”) and its decision to refuse the renewal of her home insurance policy. As a result, she has been unable to get insurance elsewhere. What happened Mrs B has home insurance with Aviva. Over the past few years... (3 pages)View decision -
Decision Reference DRN-5003908
10 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5003908 The complaint B complains about the actions of HSBC UK Bank Plc when it lost money to a scam. B is being represented by a claims management company but for ease of reading I’ll only refer to B. What happened The detailed background to this complaint is well known to both p... (3 pages)View decision -
Decision Reference DRN-5272900
10 Feb 2025 Society of Lloyd's Not upheldInsuranceDRN-5272900 The complaint Mr M is the sole trader of a business I’ll refer to as ‘M’. M complains about how Society of Lloyd's (‘SOL’) handled their commercial property insurance claim. Some of M’s dissatisfaction relates to the actions of agents acting on behalf of SOL. As SOL acc... (3 pages)View decision -
Decision Reference DRN-5270766
10 Feb 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5270766 The complaint Mrs F is complaining about J.P. Morgan Europe Limited trading as Chase because it declined to refund money she lost as a result of fraud. She was originally being represented by solicitors but that arrangement has now ended. What happened Sadly, Mrs F fell vict... (4 pages)View decision -
Decision Reference DRN-4856842
10 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4856842 The complaint Mr K complains Revolut Ltd won’t reimburse money he lost when he fell victim to a scam. What happened Mr K paid over £16,000 over two payments between April and May 2023, to what he was led to believe was an investment opportunity. Mr K saw an advert for an in... (2 pages)View decision -
Decision Reference DRN-5237269
10 Feb 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5237269 The complaint Mr W and Ms B complain that HSBC UK Bank Plc placed missed payment markers on their credit files when they missed a payment on a homeowner loan held with it. They say that is having a disproportionate effect on them, and they wanted the markers removed. What ha... (3 pages)View decision
