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 370902 results
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Decision Reference DRN-5416597
29 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5416597 The complaint Mr K complains that Bank of Scotland plc trading as Halifax won’t refund a payment he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on... (2 pages)View decision -
Decision Reference DRN-4985622
29 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4985622 The complaint Mrs R complains that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t refund a payment she made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary,... (3 pages)View decision -
Decision Reference DRN-5583564
29 May 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5583564 The complaint Ms L thinks Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined her claim for “crumbling ground floors” under her home insurance policy. What happened Ms L made a claim to RSA when she identified the concrete under her kitchen and lounge floori... (2 pages)View decision -
Decision Reference DRN-5416644
29 May 2025 TransferGo Ltd Not upheldBanking and PaymentsDRN-5416644 The complaint Mr K complains that TransferGo Ltd won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions o... (2 pages)View decision -
Decision Reference DRN-5590030
29 May 2025 Takepayments Limited UpheldBanking and PaymentsDRN-5590030 The complaint Mr D, a sole trader, complains that he has been overcharged on fees associated with plastic card transactions. He holds Takepayments Limited responsible. What happened In October 2023, Mr D wanted his new business to be able to take card payments. He received ... (4 pages)View decision -
Decision Reference DRN-5590071
29 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5590071 The complaint Mr H complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr H is being represented by solicitors in this complaint. What happened In early 2023, Mr H came across a firm, “T”, which promoted itself as ... (10 pages)View decision -
Decision Reference DRN-5054800
29 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsThe complaint Mr W complains that Lloyds Bank PLC (’Lloyds’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr W says that he had an account with an online lottery platform I’ll refer to in this decision as G. He received a call from someone who purported to... (5 pages)View decision -
Decision Reference DRN-5591950
29 May 2025 Revolut Ltd UpheldBanking and PaymentsThe complaint Mrs S complains that Revolut Ltd (‘Revolut’) won’t reimburse the money she lost when she fell victim to a scam. What happened Mrs S says that she saw a celebrity endorsed advert on social media about an investment opportunity. She clicked a link and shortly afterwards she rec... (8 pages)View decision -
Decision Reference DRN-5334374
29 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5334374 The complaint Mr B has complained that Bank of Scotland plc trading as Halifax failed to monitor his account usage and identify was over reliant on his overdraft. What happened On 7 December 2018 Halifax agreed a £250 overdraft limit. Between this point and early April 2019 ... (2 pages)View decision -
Decision Reference DRN-5327661
29 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5327661 The complaint Mr M and the estate of Mrs M complain that Aviva Insurance Limited has turned down a cancellation claim made on a travel insurance policy. What happened Mr and Mrs M held travel insurance as a benefit of a packaged bank account. They were due to go abroad on 26... (3 pages)View decision
