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 392389 results
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Decision Reference DRN-5961689
28 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5961689 The complaint Mrs A complains that Lloyds Bank PLC trading as Lloyds Bank (Lloyds) is refusing to refund her the amount she lost as the result of a scam. Mrs A is being represented by a third party. To keep things simple, I will refer to Mrs A throughout my decision. What ha... (2 pages)View decision -
Decision Reference DRN-5961683
28 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5961683 The complaint Mrs A complains that Starling Bank Limited (Starling) is refusing to refund her the amount she lost as the result of a scam. Mrs A is being represented by a third party. To keep things simple, I will refer to Mrs A throughout my decision. What happened The back... (2 pages)View decision -
Decision Reference DRN-5982271
28 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5982271 The complaint Mr K has complained about the service he’s received from U K Insurance Limited trading as Direct Line Home Insurance (“UKI”) following a subsidence claim. References to UKI in this decision include its appointed agents and representatives. What happened The bac... (9 pages)View decision -
Decision Reference DRN-5680178
28 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5680178 The complaint Mr W has complained Clydesdale Bank plc, trading as Virgin Money Bank, lodged a fraud- related marker on the industry fraud database, CIFAS, in his name. What happened Mr W found that his main bank account was suddenly closed in March 2025. He discovered there ... (2 pages)View decision -
Decision Reference DRN-5329234
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5329234 The complaint Mrs and Mr T complain that Barclays Bank UK PLC declined to reimburse them nearly £80,000 which they say they lost as a result of a scam. What happened This complaint relates to a joint account, but as Mr T is the one who says he fell victim to the scam, I will... (3 pages)View decision -
Decision Reference DRN-5751835
28 Nov 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5751835 The complaint Mr S has complained Evolution Insurance Company Limited declined his GAP insurance claim. What happened Mr S was involved in a collision on 12 July 2020. He made a claim on his motor insurance policy with his comprehensive motor insurer, who accepted and paid o... (3 pages)View decision -
Decision Reference DRN-5816528
28 Nov 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5816528 The complaint Mrs E complained that Hastings Insurance Services Limited (“Hastings”) unfairly referred a disputed charge to a debt collector and failed to respond to a Subject Access Request (SAR) regarding her motor insurance policy. What happened Mrs E said she changed veh... (4 pages)View decision -
Decision Reference DRN-5980076
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5980076 The complaint and what happened Ms B complains Revolut Ltd won’t reimburse money she lost when she fell victim to a crypto investment scam. The full details of this complaint are well known to all parties, so I won’t repeat them here. Instead, I’ll recap the key points, and f... (7 pages)View decision -
Decision Reference DRN-5741365
28 Nov 2025 Medicash Health Benefits Limited Not upheldInsuranceDRN-5741365 The complaint Ms U has complained that Medicash Health Benefits Limited has refused to reinstate her private medical insurance policy. What happened Ms U paid the monthly premiums by direct debit. She says that her bank made an error, resulting in payments not going out. M... (2 pages)View decision -
Decision Reference DRN-5791077
28 Nov 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5791077 The complaint Ms C complains that Yorkshire Building Society (YBS) won’t refund her money she says she lost in an investment scam. Ms C is being represented by a professional representative, but for ease of reading I’ll just refer to Ms C. What happened The circumstances sur... (4 pages)View decision