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 381196 results
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Decision Reference DRN-5723988
30 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5723988 The complaint Mrs L and Mr L complain that The Royal Bank of Scotland plc (‘RBOS’) won’t refund the money they lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I’ll provide a brief summary. Mrs L and Mr L were introduced to ... (5 pages)View decision -
Decision Reference DRN-5722132
30 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5722132 The complaint Miss B complains about the way Bank of Scotland plc trading as Halifax (‘Halifax’) handled her refund request. What happened The parties are familiar with the background of this complaint so I will just summarise it here. On 8 July 2024, Miss B asked Halifax f... (3 pages)View decision -
Decision Reference DRN-5658060
30 Jul 2025 Society of Lloyd's Not upheldInsuranceDRN-5658060 The complaint Mr W complains about the way Society of Lloyd’s has handled a claim for subsidence. Mr W has been represented at times during the claim and complaint. At some points I’ve referred to the representative, but mostly I’ve attributed all actions and comments as bei... (4 pages)View decision -
Decision Reference DRN-5723962
30 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5723962 The complaint Mr M complains about the way Accredited Insurance (Europe) Ltd settled a claim he made under his buildings insurance policy having made a claim following an escape of water. What happened There was an escape of water from a pipe in the loft of Mr M’s property ... (3 pages)View decision -
Decision Reference DRN-5589240
29 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5589240 The complaint Ms A and Mr P complain about Aviva Insurance Limited (“Aviva”) for the way it handled their claim for a replacement stone from a ring. They want Aviva to pay for the increased costs of an alternative stone. What happened Ms A and Mr P insured their home and con... (3 pages)View decision -
Decision Reference DRN-5723906
29 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5723906 The complaint Mr B has complained about Starling Bank Limited registering a fraud marker against him. What happened In December 2023, Mr B received a series of credits into his Starling account. He quickly forwarded these on to an external account of his, and withdrew the re... (5 pages)View decision -
Decision Reference DRN-5622760
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5622760 The complaint Mr F is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Mr F says he lost money to a sophisticated investment fraud. In his complaint form, his representative ha... (2 pages)View decision -
Decision Reference DRN-5622746
29 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5622746 The complaint Mr F is being represented by solicitors. He’s complaining about Barclays Bank UK PLC because it declined to refund money he lost as a result of fraud. What happened Mr F says he lost money to a sophisticated investment fraud. In his complaint form, his represen... (2 pages)View decision -
Decision Reference DRN-5296869
29 Jul 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5296869 The complaint Mrs S complains that the car she acquired through Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”) wasn’t of satisfactory quality. She says although she’s rejected the car, she’s unhappy with how much MBFS has refunded to he... (4 pages)View decision -
Decision Reference DRN-5684962
29 Jul 2025 Creation Consumer Finance Ltd Not upheldBanking and PaymentsDRN-5684962 The complaint Mrs P complains that payment she made to Creation Consumer Finance Ltd in error haven’t been returned to her. What happened In November 2024 and December 2024 Mrs P made 9 payments to MK One Mastercard (administered by Creation) in error, believing that she was... (2 pages)View decision
