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-5462784
16 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5462784 The complaint Miss M is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss M fell victim to a cruel jib scam. She was offered a fake online role completing sets of tasks that she was required to pay to a... (3 pages)View decision -
Decision Reference DRN-5725088
16 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5725088 The complaint Miss B complains that Barclays Bank UK PLC trading as Tesco Bank has prevented account access by asking her to provide identification that she is unable to provide. What happened Miss B says her Junior Individual Savings Account (ISA) reached maturity on her 18... (2 pages)View decision -
Decision Reference DRN-5716009
15 Aug 2025 West Bay Insurance Plc UpheldInsuranceDRN-5716009 The complaint Miss P has complained about the way West Bay Insurance Plc (“West Bay”) has handled and settled a claim she made under her home insurance policy, for damage to her shed which was caused by a flood. What happened Miss P took out building and contents insurance w... (4 pages)View decision -
Decision Reference DRN-5759359
15 Aug 2025 Zurich Insurance PLC UpheldInsuranceDRN-5759359 The complaint The policy is in the name of Mr O’s company. However, for ease, I will just be referring to Mr O in this decision. Mr O has complained that Zurich Insurance PLC won’t agree to fully settle a claim he made on the travel insurance element of his company policy. ... (3 pages)View decision -
Decision Reference DRN-5748420
15 Aug 2025 UIA (Insurance) Limited Not upheldInsuranceDRN-5748420 The complaint Mr and Mrs M complain that UIA (Insurance) Limited (‘UIA’) didn’t agree to cover some areas of damage in their home after they made a claim on their home insurance policy for subsidence. References to UIA include its agents. What happened Both parties will be... (4 pages)View decision -
Decision Reference DRN-5536957
15 Aug 2025 Redmayne-Bentley LLP UpheldInvestmentsDRN-5536957 The complaint Mr and Mrs H complain about the suitability of the advice they’ve been given by Redmayne- Bentley LLP regarding their investment portfolio, made up of two stocks and shares ISAs and a general investment account. What happened In 2017 Mr and Mrs H inherited a po... (7 pages)View decision -
Decision Reference DRN-5699424
15 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5699424 The complaint Mrs M complains about Barclays Bank UK PLC. She says that Barclays didn’t do enough to protect her when she fell victim to a scam and would like it to refund her the money she has lost as a result. What happened Mrs M met an individual called ‘N’ on an escort... (3 pages)View decision -
Decision Reference DRN-5696494
15 Aug 2025 Vitality Health Limited UpheldInsuranceDRN-5696494 The complaint Mr M and Mrs M have complained that Vitality Health Limited declined a claim and voided their policy. They have also complained about the service they received. What happened The background to this complaint is well known to the parties so it serves no purpose ... (5 pages)View decision -
Decision Reference DRN-5757110
15 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5757110 The complaint Ms P complains that Revolut Ltd has declined to refund disputed transactions that were made from her account. What happened On 20 March 2024, transactions totalling just over £4,000 were made from Ms P’s account toa retailer based overseas. Ms P discovered the ... (3 pages)View decision -
Decision Reference DRN-5631433
15 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5631433 The complaint Mr L complains about Lloyds Bank PLC. He says that he has fallen victim to a scam, and as Lloyds didn’t do enough to protect him it should refund his losses. What happened Mr L came across and investment opportunity via a friend and had also heard about the com... (4 pages)View decision
