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 369227 results
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Decision Reference DRN-5545484
23 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5545484 The complaint Mr K and Mrs M complains about the way Admiral Insurance (Gibraltar) Limited (‘Admiral’) handled a claim they made on their home insurance policy. Mrs M has acted as the main representative during the claim and complaint process. So, for ease of reference, I w... (5 pages)View decision -
Decision Reference DRN-5452003
23 Jun 2025 Marshmallow Financial Services Ltd Not upheldInsuranceDRN-5452003 The complaint Mr H complains about the settlement that Marshmallow Financial Services Ltd offered him for the total loss of his car following a claim made on his motor insurance policy. He’s also unhappy with its level of service. He wants compensation for his emotional dist... (3 pages)View decision -
Decision Reference DRN-5388725
23 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5388725 The complaint Miss W complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money she says she lost to two cryptocurrency investment scams. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in d... (3 pages)View decision -
Decision Reference DRN-5638353
23 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5638353 The complaint Mr G complains Bank of Scotland plc trading as Halifax won’t refund the money he lost to a scam. What happened In 2021, Mr G was introduced to a cryptocurrency investment opportunity by “a trustworthy colleague”. Unfortunately, the investment was a scam. Mr G s... (7 pages)View decision -
Decision Reference DRN-5622049
23 Jun 2025 Payment Assist Ltd Not upheldConsumer CreditDRN-5622049 The complaint Mr B is unhappy that he was declined for a loan he applied for with Payment Assist Ltd (‘PAL’). What happened Mr B had previously been a customer of PAL. His previous loan wasn’t a regulated credit agreement and Mr B had had difficulties keeping up payments. T... (3 pages)View decision -
Decision Reference DRN-5575618
23 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5575618 The complaint Mrs M complains that NewDay Ltd trading as Aqua (‘NewDay’) manipulated her credit card account to keep her over her credit limit and make profit from her. Mrs M wants her credit limit to be increased, or for NewDay to adjust her balance so she’s within her pres... (3 pages)View decision -
Decision Reference DRN-5640803
23 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5640803 The complaint Mr C complains that Revolut Ltd didn’t do enough to prevent him losing money to a scam. Although Mr C now brings the complaint himself, he was previously helped by a representative. But, for ease of reading, I’ll mostly just refer to Mr C, where I also mean th... (3 pages)View decision -
Decision Reference DRN-5237387
23 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5237387 The complaint This complaint has been brought by a limited company I’ll refer to as “P”. The complaint is about Lloyds Bank PLC (‘Lloyds’) declining to reimburse funds it says were lost to an investment scam. Mr G, who is the director of P, brings the complaint on P’s behal... (3 pages)View decision -
Decision Reference DRN-5626019
23 Jun 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5626019 The complaint Mr L has complained about a transfer of his Zurich Assurance Ltd (Zurich) personal pension to a small self-administered scheme (SSAS) in July 2014. Mr L’s SSAS was subsequently used to invest in Dolphin Capital and a resort development in Akbuk, Turkey, offered... (19 pages)View decision -
Decision Reference DRN-5602199
23 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5602199 The complaint Mr W complains that HSBC UK Bank Plc wrongly returned a cheque he issued causing him distress and inconvenience and says he’s unhappy with its processes. What happened Mr W explains that he opened an account to make payments on behalf of his cousin when she was... (2 pages)View decision
