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 380824 results
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Decision Reference DRN-5727048
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5727048 The complaint Mr H complains that Revolut Ltd won’t reimburse money he lost to a scam. Mr H has brought his complaint with the assistance of a professional representative. For ease I’ll refer to all their submissions as being from Mr H except where the facts require otherwis... (3 pages)View decision -
Decision Reference DRN-5469213
19 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5469213 The complaint Mr Z complains that Barclays Bank UK PLC: • Did not agree to his request to make reasonable adjustments in how it communicates with him. • Provided information in a data subject access request (DSAR) that was not presented clear, for example it was not in date ... (4 pages)View decision -
Decision Reference DRN-5571571
19 Aug 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5571571 The complaint Mr B complains that ReAssure Limited failed to complete an instruction to alter his pension investments in a timely manner. He also complains that ReAssure failed to apply contributions made to the pension plan by his employer. And he complains that, for an ext... (3 pages)View decision -
Decision Reference DRN-5683744
19 Aug 2025 Serve and Protect Credit Union Limited Not upheldConsumer CreditDRN-5683744 The complaint Mr A is complaining that Serve and Protect Credit Union Limited (SPCU) lent to him irresponsibly by providing him with a personal loan. What happened In May 2013, Mr A applied for a loan with SPCU. They lent him £11,500 over a seven-year term. The loan required... (4 pages)View decision -
Decision Reference DRN-5624052
19 Aug 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5624052 The complaint Mr T complains Great Lakes Insurance UK Limited has unfairly declined a claim he’s made on his pet insurance policy. What happened The background to this complaint is well known to the parties, so I’ll only provide a brief summary here: • Mr T owns a dog – whic... (3 pages)View decision -
Decision Reference DRN-5674397
19 Aug 2025 Leeds Building Society Not upheldBanking and PaymentsDRN-5674397 The complaint Mrs D has complained that Leeds Building Society failed to pay the appropriate interest when she closed her ISA. Mrs D has been represented in bringing her complaint. But for clarity, I’ll refer to all submissions made on her behalf as having been made by her d... (2 pages)View decision -
Decision Reference DRN-5703742
19 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5703742 The complaint Mr G complains that Santander UK Plc has declined to reimburse payments that he says he didn’t agree to. What happened Mr G says he responded to an advert for a travel company on social media and later spoke to a scammer on the phone where he agreed to purchase... (4 pages)View decision -
Decision Reference DRN-5761626
19 Aug 2025 Saga Services Limited UpheldInsuranceDRN-5761626 The complaint Mr G complains that Saga Services Limited (“Saga”) offered him a three-year fixed price home insurance policy but then, in the third year, they found him a policy offering a reduced level of cover. What happened Mr G says he took out a policy in March 2023 whi... (5 pages)View decision -
Decision Reference DRN-5686577
19 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5686577 The complaint S, a business, complains that Lloyds Bank Plc won’t reimburse them for transactions that a staff member misappropriated from them. They would like the funds returned to them. S is represented by a Mr L, a director. What happened S is a small business, who ban... (4 pages)View decision -
Decision Reference DRN-5694308
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5694308 The complaint Mr K complains that Revolut Ltd won’t reimburse him money he lost to a scam. Mr K has brought his complaint through a professional representative. For ease, I’ll refer to all their submissions as being from Mr K. What happened In January 2024 Mr K fell victim t... (3 pages)View decision
