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 384134 results
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Decision Reference DRN-5327406
8 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5327406 The complaint Miss R complains about Aviva Insurance Limited’s decision to decline a claim under her home insurance policy. What happened Miss R had a home insurance policy with Aviva. In August 2024, she experienced a blockage in her bathroom, involving a pipe. She arrange... (2 pages)View decision -
Decision Reference DRN-5543737
8 Jul 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5543737 The complaint Miss M and Mr M complain that Zurich Insurance Company Ltd declined their claim against a travel insurance policy. Reference to Zurich includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (3 pages)View decision -
Decision Reference DRN-5616211
8 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5616211 The complaint Mr R complains that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) blocked his credit card account and made it difficult for him to regain access and make repayments. Mr R says he was charged late payment fees and a default was applied to his account a... (3 pages)View decision -
Decision Reference DRN-5484803
8 Jul 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5484803 The complaint The estate of Ms S complains that National Savings and Investments (NS&I) caused a delay in the settlement of the estate and communicated poorly. What happened Mr S, an executor, called NS&I about Ms S’s passing in April 2023. He said NS&I advised ... (3 pages)View decision -
Decision Reference DRN-5669148
8 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5669148 The complaint Miss R, who is represented by her father, complains Barclays Bank UK PLC said she had to attend an appointment during school hours in order to open an account and that it asked her questions she didn’t understand given her age. What happened Miss R’s father has... (3 pages)View decision -
Decision Reference DRN-5467393
8 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5467393 The complaint Mr S complains that Wise Payments Limited has unfairly withheld a referral reward of £75. What happened Wise is an international money transfer platform offering a remittance service and a multi- currency account to eliminate traditional high charges when send... (3 pages)View decision -
Decision Reference DRN-5677205
8 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5677205 The complaint Mr K is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr K fell victim to a cruel safe account scam. It appears the scam started after he responded to a... (6 pages)View decision -
Decision Reference DRN-5677661
8 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5677661 The complaint Mr D complains about how his insurer, esure Insurance Company Limited (esure) handled a claim under his motor insurance policy following an accident in which his vehicle was damaged and subsequently declared a total loss by esure. Any reference to esure in thi... (5 pages)View decision -
Decision Reference DRN-5559759
8 Jul 2025 Steadypay Limited Not upheldConsumer CreditDRN-5559759 The complaint Mrs O is unhappy that SteadyPay Limited (‘SteadyPay’) reported two late payments to the Credit Reference Agencies (‘CRAs’) when she’d had trouble using their app. Mrs O wants the adverse markers removed from her credit file. What happened SteadyPay didn’t uphol... (2 pages)View decision -
Decision Reference DRN-5674580
8 Jul 2025 Steven Barton UpheldPensions and AnnuitiesDRN-5674580 The complaint Mrs G complains about the advice she received from Steven Barton to invest some of her cash-based funds into a new pension plan in 2021. She says the plan has lost money and hasn’t performed in line with the provider’s published figures. She says Steven Barton ... (12 pages)View decision
