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 386796 results
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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 -
Decision Reference DRN-4962002
1 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4962002 The complaint Ms W is unhappy Lloyds Bank PLC (“Lloyds”) recorded CIFAS and SIRA markers against her. This service has already looked at a complaint – and issued a final decision - about the closure of Ms W’s account and the fact Lloyds withheld money in the account and ret... (4 pages)View decision -
Decision Reference DRN-5439099
1 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5439099 The complaint Mr R complains about the repairs Aviva Insurance Limited (Aviva) carried out on his vehicle after he submitted a claim under his motor insurance policy. Mr R is being represented in this complaint, but as he is the policyholder, and for ease, I’ve referred to h... (3 pages)View decision -
Decision Reference DRN-5660436
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5660436 The complaint A limited company, D, complains that Revolut Ltd (as the recipient bank) didn’t do enough to prevent the loss it suffered when its director fell victim to a safe account scam. The complaint has been brought by D’s director, Miss B. For ease of reading, I’ll mo... (3 pages)View decision -
Decision Reference DRN-5527923
1 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5527923 The complaint A limited company, D, complains that Starling Bank Ltd didn’t do enough to prevent them falling victim to a safe account scam. The complaint has been brought by D’s director, Miss B. For ease of reading, I’ll mostly refer to Miss B herself throughout, where I ... (7 pages)View decision
