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 384131 results
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Decision Reference DRN-5619725
1 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5619725 The complaint Mr W is complaining that Lloyds Bank PLC didn’t do enough to prevent him falling victim to a scam. The complaint is brought on his behalf by a professional representative, but for ease I’ll mainly refer to Mr W. What happened Both parties are familiar with the ... (3 pages)View decision -
Decision Reference DRN-5332991
1 Jul 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5332991 The complaint Mr E complains that Motability Operations Limited has terminated the hire agreement under which a car was supplied to him. What happened A new car was supplied to Mr E under a hire agreement with Motability Operations that he electronically signed in May 2022. ... (3 pages)View decision -
Decision Reference DRN-5575639
1 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5575639 The complaint Mr B complains that Bank of Scotland plc trading as Halifax (Halifax) closed his Halifax Clarity credit card account. What happened I’m aware Mr B has another complaint that is linked to this with our service, but my decision will solely focus on the issues re... (3 pages)View decision -
Decision Reference DRN-5523475
1 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5523475 The complaint Mr P complained because Clydesdale Bank, trading as Virgin Money, refused to refund him for a transaction he said he hadn’t authorised. What happened On 23 January 2025, Mr P contacted Virgin to dispute a £241.66 debit card payment which had debited his accoun... (4 pages)View decision -
Decision Reference DRN-5608900
1 Jul 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5608900 The complaint Mr S complains about how Red Sands Insurance Company (Europe) Limited dealt with a claim against his travel insurance policy. Reference to Red Sands includes its agents. What happened In summary, Mr S had a single trip travel insurance policy underwritten by R... (4 pages)View decision -
Decision Reference DRN-5575630
1 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5575630 The complaint Mr B complains that Bank of Scotland Plc (BOS) closed his accounts. What happened Mr B held several accounts with BOS including, a basic, savings, current and credit card account. In November 2024, BOS wrote to Mr B to inform him that his accounts were to be c... (2 pages)View decision -
Decision Reference DRN-5645164
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5645164 The complaint Miss G complaints that Revolut Ltd closed her personal account and sent funds from her account that she didn’t authorise without giving her any explanation or information. What happened Miss G has a current account with Revolut. Miss G says she went to use the ... (3 pages)View decision -
Decision Reference DRN-5660502
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5660502 The complaint Miss B complains that Revolut Ltd didn’t do enough to prevent her falling victim to a safe account scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events her... (7 pages)View decision -
Decision Reference DRN-5239629
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5239629 The complaint Mr E complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr E has explained that in August to October 20... (2 pages)View decision -
Decision Reference DRN-5583276
1 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5583276 The complaint Mr A complains about the quality of repair work undertaken and the service provided by Aviva Insurance Limited after he experienced an escape of water. What happened Mr A held a policy, which covered his gas central heating system for breakdown and repairs. Th... (4 pages)View decision
