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 121262 results
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Decision Reference DRN-5037475
10 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5037475 The complaint Miss W has complained Starling Bank Limited did nothing to support her when she disputed six transactions. What happened After authorising different overseas transactions where Miss W felt she was loading cash to gambling sites, Miss W complained to Starling. S... (2 pages)View decision -
Decision Reference DRN-5128422
10 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5128422 The complaint Mr P is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Around Septemb... (9 pages)View decision -
Decision Reference DRN-5068473
10 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5068473 The complaint Mrs Q has complained Vanquis Bank Limited never properly responded when she complained about being pursued for repayment of a loan she’d never taken out. What happened After receiving correspondence from a debt collection agency, Mrs Q got in touch with Vanquis... (2 pages)View decision -
Decision Reference DRN-5381256
10 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5381256 The complaint Mr G complains that Bank of Scotland plc trading as Halifax didn’t pay the right amount of interest on his savings account and also about the poor service he received when trying to resolve the issue. What happened I issued my provisional decision on this case ... (3 pages)View decision -
Decision Reference DRN-4954806
10 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4954806 The complaint Mr S complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr S is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties... (9 pages)View decision -
Decision Reference DRN-5383395
10 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5383395 The complaint Mr W is unhappy with the settlement offer provided by Aviva Insurance Limited (“Aviva”) for his claim and with the general level of service he’s received under his home insurance policy. What happened Mr W made a claim under his policy when he experienced a lea... (4 pages)View decision -
Decision Reference DRN-5378518
10 Mar 2025 Just Insurance Agents Limited UpheldInsuranceDRN-5378518 The complaint Mr K complains about the service he received from Just Insurance Agents Limited trading as Justtravelcover.com (“Just Travel”) about his travel insurance policy. What happened Mr K renewed his annual multi-trip travel insurance policy on 29 July 2023. He decla... (4 pages)View decision -
Decision Reference DRN-5291546
10 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5291546 The complaint Miss D is unhappy with how Admiral Insurance (Gibraltar) Limited (Admiral) handled a claim made on her motor insurance policy. Any references to Admiral include its agents. What happened In October 2023, Miss D’s car was involved in an accident with a third p... (3 pages)View decision -
Decision Reference DRN-4529796
10 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-4529796 The complaint Mrs R and the estate of Mr R’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (th... (27 pages)View decision -
Decision Reference DRN-5382445
10 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5382445 The complaint Mr W complains, that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on his introducers and selected investments when it accepted his self-invested personal pen... (56 pages)View decision
