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 364862 results
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Decision Reference DRN-5312983
7 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5312983 The complaint Mr S complains that NewDay Ltd didn’t do enough to safeguard him when he was gambling and spending high volumes with an overseas online ‘mystery box’ seller. What happened Mr S had five credit cards with NewDay under the brand names, Pulse, Fluid and Aqua. In J... (3 pages)View decision -
Decision Reference DRN-5090324
7 Feb 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5090324 The complaint B, a partnership, complains that Clydesdale Bank Plc (trading as Virgin Money) won’t refund them for transactions that were made as part of a scam. What happened The background to this complaint is well known to both parties, and largely not in dispute. So I w... (2 pages)View decision -
Decision Reference DRN-5197029
7 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5197029 The complaint Mr B’s complaint is about the handling of a claim under the legal expenses section of his home insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). RSA is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the... (5 pages)View decision -
Decision Reference DRN-5291260
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5291260 The complaint Mr M complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened In summary, believing he was investing in cryptocurrency, Mr M made payments of approximately £90,000 to a scammer in September and October ... (3 pages)View decision -
Decision Reference DRN-5311651
7 Feb 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5311651 The complaint Mr O is unhappy with the credit file reporting that Starling Back Limited have made regarding his account. What happened Mr O has a Starling current account with an overdraft facility of £500. In July 2021, Mr O took the balance of his account beyond the agree... (3 pages)View decision -
Decision Reference DRN-5026670
7 Feb 2025 Helvetia Global Solutions Ltd UpheldInsuranceDRN-5026670 The complaint Mr P complains Helvetia Global Solutions LTD unfairly declined his claim when he was made redundant by his employer. What happened Mr P previously held an income protection policy with another provider. In 2023, he contacted his broker about increasing the leve... (4 pages)View decision -
Decision Reference DRN-5216705
7 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5216705 The complaint Miss G is unhappy with how Barclays Bank UK PLC handled her current account switch after her salary wasn’t paid in as expected. What happened In August 2024 Miss G applied for a current account switch from her provider at the time, to Barclays. The switch was ... (3 pages)View decision -
Decision Reference DRN-5282910
7 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5282910 The complaint Mr and Mrs D have complained that U K Insurance Limited (UKI) declined a claim they made on a travel insurance policy. As it is Mr D leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr and Mrs D were due to go o... (2 pages)View decision -
Decision Reference DRN-5268681
7 Feb 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5268681 The complaint Mrs B complains about the decision of The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual to settle her motor insurance claim on the basis of split liability. What happened Mrs B’s car suffered damage while parked in a local ... (3 pages)View decision -
Decision Reference DRN-4918868
7 Feb 2025 Honda Finance Europe Plc Not upheldConsumer CreditDRN-4918868 The complaint Mr A has complained about the quality of a car provided on finance by Honda Finance Europe Plc trading as Honda Financial Services (Honda). What happened Honda supplied Mr A with a used car on a hire purchase agreement in April 2023. The cash price of the car ... (3 pages)View decision
