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 381082 results
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Decision Reference DRN-5728995
1 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5728995 The complaint E complains about British Gas Insurance Limited (“BGI”) and their handling of the claim it made on it’s Multi Premises insurance policy. E’s claim has been brought to our service by its director, Mr S. For ease of reference, I will refer to any comments made, o... (4 pages)View decision -
Decision Reference DRN-5334469
1 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5334469 The complaint A company which I’ll call ‘T’ complains Lloyds Bank PLC (Lloyds) subjected it to delays and unnecessary costs when T restructured its existing lending facilities. E has been represented in this complaint by one of its directors, Dr H. What happened The backgr... (3 pages)View decision -
Decision Reference DRN-5625690
1 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5625690 The complaint Mr C complains that Starling Bank Limited refused to help him with problems he faced in accessing and managing his account and would not make adjustments that he required. What happened Mr C called Starling for help, following surgery, as he found communicatin... (3 pages)View decision -
Decision Reference DRN-5757824
1 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5757824 The complaint Mr B complains about a decision by Volkswagen Financial Services (UK) Limited (‘VWFS’), trading as Volkswagen Financial Services, to decline his refinancing application. What happened The detailed background to this complaint is well known to both parties. So, ... (2 pages)View decision -
Decision Reference DRN-5786726
1 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5786726 The complaint Mr G complains that Revolut Ltd closed his account and then retained funds held in it. What happened Mr G held an account with Revolut. Linked to that account, he also held an account with P, a fintech investment business. As well as day to day spending, Mr G a... (3 pages)View decision -
Decision Reference DRN-5584433
1 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5584433 The complaint Mr W complains National Westminster Bank Plc (NatWest) failed to conduct sufficient financial checks before it approved a credit card account for him. What happened Mr W says NatWest approved a credit card account for him in December 2021 with a credit limit of... (3 pages)View decision -
Decision Reference DRN-5148776
1 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5148776 The complaint Mrs B complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (5 pages)View decision -
Decision Reference DRN-5682702
1 Sep 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5682702 The complaint Mr and Mrs B have complained that Accelerant Insurance Europe SA/NV UK Branch hasn’t fully settled a claim they made on a travel insurance policy. What happened Mr and Mrs B were on a trip abroad that began on 3 October 2024 with a planned return date of 13 Oc... (3 pages)View decision -
Decision Reference DRN-5775226
1 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5775226 The complaint Mrs O complains that Barclays Bank UK PLC (“Barclays”) won’t refund money she lost when she fell victim to an investment scam. Mrs O is being represented by solicitors. What happened Mrs O says she fell victim to a cryptocurrency investment scam in 2021, afte... (2 pages)View decision -
Decision Reference DRN-5786660
1 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5786660 The complaint Mrs T is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs T fell victim to a cruel investment scam. After being added to and following an onlin... (6 pages)View decision
