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 384133 results
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Decision Reference DRN-5610730
3 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5610730 The complaint Mrs G is unhappy with the service provided by Aviva Insurance Limited (Aviva) when reporting a claim under her car insurance policy. What happened Mrs G called Aviva to make a claim for damage to her car following an incident in November 2024. Mrs G was referr... (4 pages)View decision -
Decision Reference DRN-5253712
3 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5253712 The complaint Mr M complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money he lost to a cryptocurrency investment scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend on setting these out in detail here. However, ... (5 pages)View decision -
Decision Reference DRN-5501205
3 Jul 2025 Partners& Limited Not upheldInsuranceDRN-5501205 The complaint Mr W complains that Partners & Limited (“Partners”) mishandled his motor insurance. What happened Mr W was the managing director of a company. Partners was an insurance intermediary or broker. In August 2020, Mr W’s company leased a new – and high value ... (5 pages)View decision -
Decision Reference DRN-5640903
3 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5640903 The complaint Mr S complained about problems paying back an overdraft when he closed his account with Bank of Scotland plc, trading as Halifax. He wanted the agreement to be put back I place until he could repay the amount owing, an apology and compensation for the poor cust... (4 pages)View decision -
Decision Reference DRN-5341449
3 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5341449 The complaint Miss B complains Lloyds Bank PLC hasn’t reimbursed her following an authorised push payment (‘APP’) investment scam she fell victim to. In bringing her complaint, Miss B has used the services of a professional representative. Within this decision, for ease of ... (5 pages)View decision -
Decision Reference DRN-5173174
3 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5173174 The complaint Mr W complains that Lloyds Bank Plc hasn’t refunded the money he lost when he fell victim to a scam. What happened Mr W came across a cryptocurrency investment opportunity on social media. He submitted his details and was contacted by someone who claimed to wo... (2 pages)View decision -
Decision Reference DRN-5621790
3 Jul 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5621790 The complaint Mr A complains Acromas Insurance Company Limited (Acromas) unfairly settled his claim on his motor insurance policy after his car was stolen. Acromas are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the inter... (3 pages)View decision -
Decision Reference DRN-5300892
3 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5300892 The complaint Mr R 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 R fell victim to a cruel investment scam. After responding to an advert he saw online, he was c... (4 pages)View decision -
Decision Reference DRN-5387200
3 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5387200 The complaint Mr D complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has not refunded the money he lost to what he believes was a scam. What happened In 2021 Mr D invested in a business involved in property developments, which I’ll call T. T later we... (3 pages)View decision -
Decision Reference DRN-5663688
3 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5663688 The complaint Miss D complains that Monzo Bank Ltd won’t refund the money she lost to a scam. What happened Miss D had seen various social media posts regarding a cryptocurrency trader, these posts claimed to show significant success for people who used the services of this ... (3 pages)View decision
