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 122183 results
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Decision Reference DRN-5154107
22 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5154107 The complaint Ms C complains that Revolut Ltd won’t refund money she lost when she fell victim to a scam. What happened Ms C saw an advert online for an investment opportunity with a company which I’ll call T. She followed a link to what she thought was a professional looki... (7 pages)View decision -
Decision Reference DRN-5305152
22 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5305152 Complaint Mr P is unhappy that Revolut Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background In late 2023, Mr P was introduced to an investment opportunity by a friend. He was told that he could put his funds under the control of a particular co... (8 pages)View decision -
Decision Reference DRN-5400618
22 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5400618 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) should have stepped in and supported him when he was at his most vulnerable but instead treated him negligently. Mr C said he wants to be compensated as he’s been left in a very dark place... (5 pages)View decision -
Decision Reference DRN-5574900
22 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5574900 The complaint Mr L complains that National Westminster Bank Public Limited Company (NatWest) failed to monitor his account in line with regulations which led to him paying high charges in the last six years. What happened Mr L has had a current account with NatWest for many ... (5 pages)View decision -
Decision Reference DRN-5576826
22 May 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5576826 The complaint Mr H has complained that his van insurer, Advantage Insurance Company Limited (‘Advantage’) unfairly declined a claim he made on his policy. Mr H brought his complaint to our service through a representative, Mrs H, but for ease I will refer to all comments as... (6 pages)View decision -
Decision Reference DRN-5178554
22 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5178554 The complaint Mrs D is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Mrs D is being represented by a claims management company but, for ease of reference, I’ll only refer to Mrs D here. What happened The detailed background to this complai... (6 pages)View decision -
Decision Reference DRN-5413231
22 May 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5413231 The complaint Mr A has complained about how Assurant General Insurance Limited (Assurant) dealt with a claim under his mobile phone warranty. What happened Mr A contacted Assurant to make a claim for damage to his mobile phone. Assurant repaired the phone and returned it to... (2 pages)View decision -
Decision Reference DRN-5303882
22 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5303882 The complaint Mr L complains HSBC UK Bank Plc unfairly closed his credit card account and applied a default against his name. 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 L held a credit car... (3 pages)View decision -
Decision Reference DRN-5569274
22 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5569274 The complaint Mrs A and Mr A have complained that Royal & Sun Alliance Insurance Ltd (“RSA”) haven’t settled a claim made under their home insurance policy in full. What happened The background to this complaint is well known to the parties. In summary Mr and Mrs A had ... (3 pages)View decision -
Decision Reference DRN-4890141
22 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4890141 The complaint Mrs D complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. Mrs D is represented by a firm I’ll refer to as “C”. What happened The background to this complaint is well known to both parties and so I’ll only refer to some ke... (10 pages)View decision
