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-5664553
14 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5664553 The complaint Mr V complains that Revolut Ltd (“Revolut”), have failed to refund money that he lost as part of an investment scam. What happened Mr V says that he came across a company that purported to be an investment firm but was actually a scammer, that I will call C. ... (3 pages)View decision -
Decision Reference DRN-5797118
14 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5797118 The complaint Ms F has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) allowed her joint account to be closed by her ex-partner. What happened Ms F held a joint account with her ex-partner. Ms F wanted to keep the joint account open as she paid ... (5 pages)View decision -
Decision Reference DRN-5952858
14 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5952858 The complaint Mr F complains about the way Admiral Insurance (Gibraltar) Limited (“Admiral”) dealt with a claim he made under his motor insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in detail here.... (4 pages)View decision -
Decision Reference DRN-5861427
14 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5861427 The complaint Mr S complains that Barclays Bank UK PLC trading as Tesco Bank didn’t do enough to help him when he told it about a dispute he had with a merchant over services paid for using his Tesco Bank credit card. What happened On 21 November 2024 Mr S purchased flights ... (3 pages)View decision -
Decision Reference DRN-5436516
14 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5436516 The complaint Mr and Mrs W have complained Bank of Scotland plc trading as Halifax won’t refund several payments they say they made and lost to an investment scam. Mr and Mrs W’s representative referred the complaint to us, but for ease I will just refer to Mr and Mrs W thr... (4 pages)View decision -
Decision Reference DRN-5760460
14 Nov 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5760460 The complaint M, a company buying and selling cars, has complained about commercial vehicle insurer, Tradex Insurance Company Plc. M bought a policy from Tradex but it cancelled it. What happened M arranged a policy with Tradex. The policy required M to keep accurate and ... (2 pages)View decision -
Decision Reference DRN-5952635
14 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5952635 The complaint Mr W has complained Revolut Ltd won’t refund several payments he said he made and lost to an investment scam. Mr W’s representative referred the complaint to us, but for ease I will just refer to Mr W throughout. What happened The background to this complaint... (3 pages)View decision -
Decision Reference DRN-5851981
14 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5851981 The complaint J, a limited company, complains that Starling Bank Limited has not refunded money it lost through what it now believes was a scam. J is represented by Q, which brings the complaint on its behalf. What happened J was seeking to wind up as a company in early 202... (5 pages)View decision -
Decision Reference DRN-5164208
14 Nov 2025 Utmost Life and Pensions Limited UpheldInsuranceDRN-5164208 The complaint Ms F, Ms H and Mrs H, as Trustees of the J Trust, complain about a reviewable whole of life policy the trust held with UTMOST LIFE AND PENSIONS LIMITED. They’re unhappy with the outcome of the policy review in 2023, which meant that the monthly premiums needed ... (4 pages)View decision -
Decision Reference DRN-5943568
14 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5943568 The complaint Miss K complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved her credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Miss K ... (4 pages)View decision