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 369227 results
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Decision Reference DRN-5315881
7 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5315881 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) retained a scanned copy of his provisional driving licence. What happened Mr M upgraded his young person’s account to an adult account in March 2024. To do this, he provided his passport, provisional driving ... (3 pages)View decision -
Decision Reference DRN-5276421
7 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5276421 The complaint Mr K complains that Aviva Insurance Limited (“Aviva”) has unfairly handled a claim under his home insurance policy. Any reference to Mr K or Aviva includes respective agents or representatives. What happened The background of this complaint is well known betwee... (5 pages)View decision -
Decision Reference DRN-4873673
7 Feb 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4873673 The complaint Mrs H complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) is refusing to refund her the amount she lost as the result of a scam. Mrs H is being represented by a third party. To keep things simple, I will refer to Mrs H throughout my decision. Wh... (4 pages)View decision -
Decision Reference DRN-5315587
7 Feb 2025 Standard Life Savings Limited UpheldInvestmentsDRN-5315587 The complaint Mr L complains about Standard Life Savings Limited (abrdn). He’s unhappy with how long it took them to transfer his holdings to another firm. What happened Mr L held investments with abrdn and in early 2023 he requested a transfer of his holdings to another fir... (4 pages)View decision -
Decision Reference DRN-4728239
7 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4728239 The complaint Mr R complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. What happened Mr R was contacted via WhatsApp in relation to a job opportunity. The job required Mr R to complete various tasks before he could make ... (8 pages)View decision -
Decision Reference DRN-4769846
7 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4769846 The complaint Mr D complains that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS) terminated his hire purchase agreement and won’t reinstate it. What happened In November 2022, Mr D was supplied with a car through a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-5260411
7 Feb 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5260411 The complaint E, a limited company, complains about what ARAG Legal Expenses Insurance Company Limited did after it made a claim on its Landlord’s Legal Protection policy. E is represented by its director, Mrs A. All references to ARAG include its agents and claims handlers.... (4 pages)View decision -
Decision Reference DRN-5306557
7 Feb 2025 Co-op Funeral Plans Limited Not upheldFuneral Planning ServicesDRN-5306557 The complaint Mr W complains that Co-op Funeral Plans Limited will not agree to delay providing a funeral for up to three years after his death. What happened The history to this complaint is well known to the parties, so I won’t repeat all the details here. In brief summar... (2 pages)View decision -
Decision Reference DRN-5190663
7 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5190663 The complaint and what happened Mr C complains that Wise Payments Limited (“Wise”) won’t refund money – around £4,500 – he lost when he fell victim to an employment scam in December 2022. Our investigator didn’t uphold the complaint. They didn’t think any of the payments lo... (2 pages)View decision -
Decision Reference DRN-4664262
7 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4664262 The complaint Mr O complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (6 pages)View decision
