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 371633 results
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Decision Reference DRN-5118362
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5118362 The complaint Miss C complains that Bank of Scotland plc trading as Halifax won’t refund money she lost when she fell victim to a scam. What happened The background of this complaint is well known to both parties so I’ll only refer to the key events here. Miss C fell victim... (3 pages)View decision -
Decision Reference DRN-4949825
19 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4949825 The complaint Mr N is unhappy that Barclays Bank UK PLC (“Barclays”) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in det... (3 pages)View decision -
Decision Reference DRN-5391376
19 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5391376 The complaint Mrs W complains Vanquis Bank Limited unfairly restricted and closed her credit card account. What happened Mrs W held a Vanquis credit card account. Two electronic payments were made towards the account on 12 July 2024 and 20 July 2024. Both payments resulted ... (3 pages)View decision -
Decision Reference DRN-4922842
19 Jun 2025 Zurich Assurance Ltd UpheldInsuranceDRN-4922842 The complaint Mrs D and Mr D as trustees of the D Trust complain about Zurich Assurance Ltd’s review of their whole of life policy and its decision to require significant increases in the premium or reduction in sum assured. What happened Mrs D took out a reviewable whole of... (4 pages)View decision -
Decision Reference DRN-5274177
19 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5274177 The complaint Miss H, on behalf of her company (which I’ll refer to as “G”), complains Starling Bank Limited (Starling) failed to help get a refund for poor-quality rented accommodation. What happened On 19 April 2023, Miss H paid around £1,600 from G’s business account to r... (2 pages)View decision -
Decision Reference DRN-5488575
19 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5488575 The complaint Mr A complains that Lloyds Bank PLC (“Lloyds”) won’t refund in full money he lost after he was scammed. Mr A is being represented by solicitors in this complaint. What happened In the summer of 2022, Mr A fell victim to a cryptocurrency investment scam. He be... (3 pages)View decision -
Decision Reference DRN-5289133
19 Jun 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5289133 The complaint Mr B complains Advantage Finance Ltd provided him with an unaffordable credit agreement. What happened Advantage Finance provided Mr B with a hire purchase agreement in May 2018. The capital amount lent was around £9,300 with a total repayable value, including ... (5 pages)View decision -
Decision Reference DRN-5358382
19 Jun 2025 ReAssure Limited Not upheldInsuranceDRN-5358382 The complaint The trustees of the K Trust, Mr K and Mrs S, represented by Mrs H, complain about ReAssure Limited. They’re unhappy with the outcome of a policy review on a reviewable whole of life (RWOL) policy they hold. What happened Mr K and his wife, the late Mrs K, took ... (4 pages)View decision -
Decision Reference DRN-5610570
19 Jun 2025 Santander UK Plc UpheldMortgagesDRN-5610570 The complaint Mr and Mrs S complain that Santander UK PLC failed to comply with the terms of the Debt Respite Scheme (Breathing Space Moratorium and Mental Health Crisis Moratorium) (England and Wales) Regulations 2020 for the following reasons: 1. Santander didn’t apply to... (7 pages)View decision -
Decision Reference DRN-5446533
19 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5446533 The complaint Mr B complains Clydesdale Bank Plc (trading as Virgin Money), “Virgin”, incorrectly managed his account, refused to refund him for unauthorised transactions, provided poor customer service and closed his account without an explanation. What happened The facts o... (3 pages)View decision
