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 370904 results
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Decision Reference DRN-5414860
17 Apr 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5414860 The complaint Mr S and Mrs S have complained about Zurich’s handling of a claim they made under their buildings and contents insurance policy. What happened The background to this complaint is well known to the parties. In summary Mr and Mrs S had some issues with damp at th... (2 pages)View decision -
Decision Reference DRN-5492013
17 Apr 2025 Embark Investment Services Limited UpheldInvestmentsDRN-5492013 The complaint Mr P complains that Embark Investment Services Limited (‘Embark’) unfairly delayed the transfer of his ISA causing him financial loss. Mr P had also complained about the receiving firm who I’ll refer to as ‘C’ below but hasn’t referred that complaint to our se... (9 pages)View decision -
Decision Reference DRN-5492764
17 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5492764 The complaint The trustees of a charity, which I’ll refer to as J, complain that Barclays Bank UK PLC (Barclays) unfairly closed J’s bank account (the Account) during their Know Your Customer (KYC) review. In bringing this complaint, the trustees are represented by J’s Dire... (8 pages)View decision -
Decision Reference DRN-4968622
17 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4968622 The complaint Mr J complains Revolut Ltd didn’t do enough when he fell victim to a safe account scam. What happened Mr J has an account with Revolut which he opened in September 2022. Mr J says he was called by someone claiming to be from Revolut on 5 May 2023. He says the p... (3 pages)View decision -
Decision Reference DRN-5191871
17 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5191871 The complaint Miss K is unhappy that Wise Payments Limited won’t refund all the payments she made as a result of a scam. What happened In summary, Miss K was the victim of a job scam involving several payments to individuals from her newly opened Wise account. Miss K subsequ... (2 pages)View decision -
Decision Reference DRN-5441047
17 Apr 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5441047 The complaint Mr M complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment he paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this complaint ... (6 pages)View decision -
Decision Reference DRN-5351796
17 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5351796 The complaint Miss Q complains Starling Bank Limited (Starling) unfairly stopped her chargeback claim for football tickets she says she couldn’t use. What happened On 27 August 2024, Miss Q used her Starling Mastercard debit card to pay around £400 to a secondary ticket web... (5 pages)View decision -
Decision Reference DRN-5435335
17 Apr 2025 esure Insurance Limited UpheldInsuranceDRN-5435335 The complaint Miss N complains about the service esure Insurance Limited provided following a claim made on her motor insurance policy. She wants her car repaired and compensation for the trouble and upset caused. What happened Miss N had a non-fault accident and esure took... (3 pages)View decision -
Decision Reference DRN-5300764
17 Apr 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5300764 The complaint Mr S complained that Aviva Life & Pensions UK Limited declined a claim on his life and critical illness policy. What happened Mr S took out a life and critical illness policy with Aviva in August 2012. In May 2023, Mr S suffered a heart attack and raised a ... (3 pages)View decision -
Decision Reference DRN-5411437
17 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5411437 The complaint Mr S complains that Wise Payments Limited won’t refund payments he considers were the result of a scam. What happened Mr S considers the following payments made from his Wise account were part of a scam: Date Description 14 June 2024 Payment to an individual ‘K... (2 pages)View decision
