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 381082 results
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Decision Reference DRN-4163567
5 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4163567 The complaint Mr and Mrs G complain about a reviewable whole of life (RWOL) policy they hold with Aviva Life & Pensions UK Limited. They’re unhappy that it has lapsed. What happened Mr and Mrs G have held the RWOL policy since 1997. It was subject to regular reviews and ... (3 pages)View decision -
Decision Reference DRN-5657697
5 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5657697 The complaint Mr R complains that Starling Bank Limited has lost about £65,000 from his account. What happened Mr R says about £65,000 is missing from his account. He says his account was locked by Starling and believes that a family member may have opened a related business... (2 pages)View decision -
Decision Reference DRN-5690672
5 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5690672 The complaint Ms B complains that Santander UK Plc didn’t sufficiently check she could afford to repay an overdraft facility and the subsequent overdraft limit increases. In bringing her complaint Ms B is represented by a third party. For ease of reading I will only refer to... (4 pages)View decision -
Decision Reference DRN-5724621
5 Aug 2025 Covea Insurance plc Not upheldInsuranceDRN-5724621 The complaint R complains about the way Covea Insurance plc handled a claim he made on its commercial vehicle insurance policy. What happened R made a claim on its policy when it discovered damage to a windscreen on its vehicle. Covea accepted the claim and repaired the wind... (2 pages)View decision -
Decision Reference DRN-5646497
5 Aug 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5646497 The complaint A limited company, which I’ll refer to as ‘B’, is unhappy that Barclays Bank Plc, trading as Barclaycard, used an incorrect business name on the account statements for several months and that its account was later defaulted for non-payment. B’s complaint is bro... (2 pages)View decision -
Decision Reference DRN-5579250
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5579250 The complaint Mrs O is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs O fell victim to a cruel investment scam. After responding to an advert on social media, sh... (3 pages)View decision -
Decision Reference DRN-5572383
5 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5572383 The complaint Mr S is unhappy with Barclays Bank UK PLC. Mr S wished to move his ISA to another provider, but the transfer didn’t go through. This was due to issues surrounding his address. Mr S was reluctant to change the address details as he and his family had been subjec... (3 pages)View decision -
Decision Reference DRN-5546169
5 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5546169 The complaint Ms B complains that NewDay Ltd trading as John Lewis Mastercard (NewDay) declined her claim resulting from a transaction made using her credit card. What happened Ms B used her credit card to pay a removal company I’ll refer to as X to pack, store and transport... (3 pages)View decision -
Decision Reference DRN-5736889
5 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5736889 The complaint Mrs A and Mr A complain Aviva Insurance Limited unfairly declined their buildings Insurance claim. Mrs A and Mr A are being represented in their complaint by Mrs H. All references to Aviva also include its appointed agents. What happened Below is intended to be... (6 pages)View decision -
Decision Reference DRN-5253064
5 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5253064 The complaint Mr W complains that Wise Payments Limited will not refund money he said he lost to a scam. What happened The details of this complaint are well known to both parties so I will not repeat it all again here. In summary, Mr W said he made the following payments to... (3 pages)View decision
