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-5963914
20 Nov 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5963914 The complaint Mrs L complains Lloyds Bank PLC provided extremely poor customer care when she visited one of its branches and also ignored her instructions about a money transfer. What happened Mrs L had a number of accounts with Lloyds Bank including a current account and a ... (3 pages)View decision -
Decision Reference DRN-5808246
20 Nov 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5808246 The complaint Mr A has complained that Inter Partner Assistance SA (IPA) declined a claim he made on an annual travel insurance policy. What happened Mr A was due to go on a trip abroad in December 2024. Unfortunately, he became unwell just beforehand and was unable to trav... (3 pages)View decision -
Decision Reference DRN-5899009
20 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5899009 The complaint Ms C is unhappy that American Express Services Europe Limited (“AmEx”) have reported a missed payment to her credit file. What happened On 24 November 2023, AmEx issued an account statement to Ms C which explained that she needed to make a payment of at least £... (2 pages)View decision -
Decision Reference DRN-5689721
20 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5689721 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t refund him the money he lost after he fell victim to blackmail. What happened Mr S was contacted out of the blue by someone who claimed that Mr S had used the services of an escort and hadn’t paid. This wasn’t ... (3 pages)View decision -
Decision Reference DRN-5927843
20 Nov 2025 Evolution Money Limited Not upheldMortgagesDRN-5927843 The complaint Mr R complains that Evolution Money Limited mis-sold a secured loan to him. What happened In 2022, Mr R took out a third charge mortgage. It was for £9,000 plus a product fee of £900 and a lender fee of £499 repayable over ten years on a variable interest rate ... (3 pages)View decision -
Decision Reference DRN-5772726
20 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5772726 The complaint Mr R complains Bank of Scotland plc unfairly closed his accounts, without proper warning or explanation. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr R had multiple holdings wi... (4 pages)View decision -
Decision Reference DRN-5663607
20 Nov 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5663607 The complaint Miss L complains about the way Lloyds Bank General Insurance Limited renewed her home insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: • Miss L took out home insurance with Lloyds in 2019. The policy rene... (3 pages)View decision -
Decision Reference DRN-5803611
20 Nov 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5803611 The complaint Mr D complains Yorkshire Building Society didn’t want to transfer the funds in his cash ISA to another provider. He complains his transfer as a result took over a month – and only then because he chased. What happened Mr D had a cash ISA with Yorkshire Building... (2 pages)View decision -
Decision Reference DRN-5905418
20 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5905418 The complaint Mr M is unhappy that Aviva Life & Pensions UK Limited mis-sold him an income protection policy in 1996 (‘the 1996 policy’). All reference to Aviva includes the company which originally sold the policy to Mr M. What happened At the time the policy was sold... (3 pages)View decision -
Decision Reference DRN-5706816
20 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5706816 The complaint Mr S complains that Revolut Ltd (Revolut) is refusing to refund the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr S and his partner... (5 pages)View decision