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 380824 results
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Decision Reference DRN-5635809
30 Jun 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5635809 The complaint Miss G complains that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined a claim under her pet insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the ke... (3 pages)View decision -
Decision Reference DRN-4944465
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4944465 The complaint Miss L complains that Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll summarise what happened ... (2 pages)View decision -
Decision Reference DRN-5293576
30 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5293576 The complaint Miss K complains Lloyds Bank PLC didn’t do enough to help get a refund for transactions made on her debit card. What happened In April 2024, Miss K made two orders online to a company I’ll call “B”, paying via her Lloyds debit card. Miss K says the goods never... (4 pages)View decision -
Decision Reference DRN-5546487
30 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5546487 The complaint Mr D complains about a claim he made to Starling Bank Limited (Starling) in respect of an unauthorised transaction on his account, and the resulting default applied to his account for non-payment of arrears. What happened On 17 June 2021, a transaction of £179.... (4 pages)View decision -
Decision Reference DRN-5657705
30 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5657705 The complaint Ms H complains that Halifax didn’t agree to pay for new windows and doors as a result of claim made through Section 75 of the Consumer Credit Act 1974 (Section 75). What happened In 2020 Ms H paid a deposit using her credit card with Halifax, for new windows an... (4 pages)View decision -
Decision Reference DRN-5384117
30 Jun 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5384117 The complaint Mr P complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence into the introducer before accepting business from it and on the investment before accepting it into his Self-Invested Personal Pension (‘SIPP’), cau... (33 pages)View decision -
Decision Reference DRN-5498355
30 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5498355 The complaint Mr C’s father complains on his behalf. Briefly, Mr C’s father says that Bank of Scotland Plc (part of the Lloyds banking group) didn’t make him aware of the arrears that had built up on Mr C’s loan. To put things right, Mr C’s father would like the bank to expl... (2 pages)View decision -
Decision Reference DRN-5452535
30 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5452535 The complaint Mr O complains Metro Bank PLC didn’t do enough to help get a refund for transactions made on his debit card. What happened In March 2024, Mr O made an online food order with a company I’ll call “Y”, but says the transaction didn’t go through properly, meaning ... (3 pages)View decision -
Decision Reference DRN-5133751
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5133751 The complaint Mrs S complains that Revolut Ltd won’t refund money she lost to a scam. What happened Mrs S received a message from someone claiming to be a recruiter offering a job role where she was required to promote products online. Mrs S was told she would earn commissio... (2 pages)View decision -
Decision Reference DRN-5277879
30 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5277879 The complaint Company N complains that Lloyds Bank PLC (‘Lloyds’) has not refunded losses incurred through what it believes to have been a series of fraudulent transactions. What happened Company N began dealing with a supplier (which I will refer to as Company E) in June 2... (5 pages)View decision
