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 362716 results
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Decision Reference DRN-5182134
4 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5182134 The complaint Mr J complains that Starling Bank Limited failed to robustly process his chargeback claim for items he says he returned. What happened On 26 April 2024, Mr J says he made a return request for three items he purchased from an online retailer. The retailer instr... (2 pages)View decision -
Decision Reference DRN-4767533
4 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4767533 The complaint Mr W complains Barclays Bank UK PLC didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr W has an account with Barclays and a cryptocurrency wallet. He also has an account with another business who I’ll refer... (3 pages)View decision -
Decision Reference DRN-4767615
4 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4767615 The complaint Mr W complains Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr W has an account with Revolut which he opened in October 2022 and a cryptocurrency wallet which he’s had for some time. He also ... (2 pages)View decision -
Decision Reference DRN-5065786
4 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5065786 The complaint Mr and Mrs L complained that AXA Insurance UK Plc (“AXA”) unfairly declined their claim for damage to their roof and internally within their property following a storm. AXA were providing a Park home insurance policy. What happened Mr and Mrs L said they notice... (3 pages)View decision -
Decision Reference DRN-4982962
4 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4982962 The complaint Mr R has complained that Legal and General Assurance Society Limited (L&G) terminated a claim made under his employer’s group income protection policy. What happened The background to this complaint is well known to the parties. In summary Mr R has been in ... (3 pages)View decision -
Decision Reference DRN-5134609
4 Dec 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5134609 The complaint Mr S complains about how AmTrust Europe Limited dealt with a claim he made for accidental damage to his furniture. What happened In 2019 Mr S purchased a three seater sofa from a company that I’ll refer to here as “D”. He also purchased a five year policy of i... (4 pages)View decision -
Decision Reference DRN-5171888
4 Dec 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5171888 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happe... (22 pages)View decision -
Decision Reference DRN-5133748
4 Dec 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5133748 The complaint Mr W complains about the service he received from Clydesdale Bank Plc trading as Virgin Money when he called to query the balance on his account. What happened On 3 January 2024 Mr W called Virgin Money to query whether he owed any money on his account. He said... (3 pages)View decision -
Decision Reference DRN-5002352
4 Dec 2024 Assicurazioni Generali SpA UpheldInsuranceDRN-5002352 The complaint Mr B is unhappy Assicurazioni Generali SpA (AGS) terminated his income protection claim. What happened Mr B had a group income protection policy with AGS via his employer. In July 2020 he became absent from work due to ongoing fatigue and was later diagnosed wi... (5 pages)View decision -
Decision Reference DRN-5031254
4 Dec 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5031254 The complaint Mr C has complained about the transfer of his Scottish Widows Limited (‘SW’) personal pension to the Focusplay Retirement Benefits Scheme (‘FRBS’) – an occupational pension scheme (‘OPS’) in June 2014. Mr C says the investments subsequently made now appear to h... (8 pages)View decision
