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-5964438
20 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5964438 The complaint and background Mrs S through her representative, complains about the actions of Bank of Scotland plc trading as Halifax when it declined to refund her money lost when she fell victim to a cryptocurrency investment scam. The details of this complaint are well k... (4 pages)View decision -
Decision Reference DRN-5683073
20 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5683073 Complaint Ms V is unhappy that HSBC UK Bank Plc didn’t reimburse her after she reported falling vicitm to a scam. Background In 2021, Ms V saw an advert on social media about someone who seemed to be a successful investor. She sent a message on the platform, and they then g... (3 pages)View decision -
Decision Reference DRN-5965300
20 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5965300 The complaint Mr N complains that Aviva Insurance Limited (Aviva) settled a third-party claim against his car insurance policy. What happened Mr N has car insurance with Aviva. In December 2024 Mr N’s vehicle was damaged in an accident with a third-party vehicle. A passenge... (3 pages)View decision -
Decision Reference DRN-5881699
20 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5881699 The complaint A limited company, which I will call T, has complained about the handling of a claim under its commercial insurance policy with AXA Insurance UK Plc. Mr M, as Company Secretary of T, has bought the complaint on its behalf. What happened On 21 December 2023, T d... (4 pages)View decision -
Decision Reference DRN-5960071
20 Nov 2025 Unum Ltd UpheldInsuranceDRN-5960071 The complaint Mr W complains about Unum Ltd’s decision to turn down his income protection claim. What happened Mr W is covered under his employer’s group income protection policy with Unum. The aim of the policy is to pay benefit in the event Mr W can’t work in his role due ... (7 pages)View decision -
Decision Reference DRN-5959515
20 Nov 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5959515 The complaint Mrs G has complained that Lloyds Bank Plc won’t refund money she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. I issu... (3 pages)View decision -
Decision Reference DRN-5799890
20 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5799890 The complaint Mrs C complains Barclays Bank UK PLC incorrectly blocked her card whilst she was abroad and didn’t offer her appropriate support. She complains that this caused her trauma and frustration for which she should be paid £1,000 in compensation. What happened Mrs C ... (2 pages)View decision -
Decision Reference DRN-5811431
20 Nov 2025 Skrill Limited UpheldBanking and PaymentsDRN-5811431 The complaint Miss O complains that Skrill Limited didn’t treat her fairly after she used its account to make payments connected to a scam. What happened In summary, Miss O was the victim of a scam where she paid for items she didn’t receive. To make these payments, Miss O d... (3 pages)View decision -
Decision Reference DRN-5745427
20 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5745427 The complaint Miss O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund all the payments she made as a result of a scam. What happened In summary, Miss O was the victim of a scam, where she made several payments on her debit and credit car... (3 pages)View decision -
Decision Reference DRN-5960803
20 Nov 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5960803 The complaint Mrs H complains with the amount Highway Insurance Company Limited (Highway) has paid to settle the claim she made under her home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events... (7 pages)View decision