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
-
Decision Reference DRN-5469663
23 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5469663 The complaint Mr and Mrs S complain that AXA Insurance UK Plc turned down their building insurance claim. What happened Mr and Mrs S hold building insurance cover with AXA. At the rear of their garden there’s a retaining wall which runs alongside a river/brook. The wall is ... (5 pages)View decision -
Decision Reference DRN-5365664
23 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5365664 The complaint Mr K complains about the position on liability taken by Aviva Insurance Limited (‘Aviva’) on a claim made on his car insurance policy. What happened Mr K was involved in a road traffic accident with another car in April 2023. Mr K reported the incident to Aviv... (3 pages)View decision -
Decision Reference DRN-5622388
23 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5622388 The complaint Mr C complains about the poor service provided by TSB Bank plc when looking to amend details on his account. He says this caused a financial loss. What happened On 11 August 2024 Mr C contacted TSB on its online chat portal to amend his home address. TSB action... (3 pages)View decision -
Decision Reference DRN-5666659
23 Jul 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5666659 The complaint Miss K complains PayPal UK Ltd restricted her account and withheld money. What happened Miss K sold a handbag and was paid the money via PayPal. PayPal then limited, or blocked, Miss K’s account. PayPal told Miss K it wouldn’t release the money for 180 days. ... (2 pages)View decision -
Decision Reference DRN-5625531
23 Jul 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5625531 The complaint Ms L’s complaint is about a mortgage she and her ex-husband have with Clydesdale Bank Plc trading as Virgin Money. Ms L doesn’t believe that she has been treated fairly following an interest rate product ending at the beginning of 2024 as she considers that Vir... (5 pages)View decision -
Decision Reference DRN-5246758
23 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5246758 The complaint Mr B complains Revolut Ltd won’t reimburse over £8,000 that he lost when he fell victim to a cryptocurrency investment scam. What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigat... (4 pages)View decision -
Decision Reference DRN-5709438
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5709438 The complaint Mr O complains that Revolut Ltd (“Revolut”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as follows. I... (4 pages)View decision -
Decision Reference DRN-5237368
23 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5237368 The complaint This complaint has been brought by a limited company I’ll refer to as “P”. The complaint is about Lloyds Bank PLC (‘Lloyds’) declining to reimburse £75,000 it says was lost to an investment scam. Mr G, who is the director of P, brings the complaint on P’s beha... (3 pages)View decision -
Decision Reference DRN-5614639
23 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5614639 The complaint X has complained about the quality of a car provided on finance by BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”). What happened Alphera supplied X with a used car on a hire purchase agreement in June 2022. The cash price... (14 pages)View decision -
Decision Reference DRN-4819374
23 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4819374 The complaint Mr A complains that Starling Bank Limited (‘Starling’) has declined to refund payments he made as part of a scam. What happened In January 2024, Mr A made a booking with a travel agent. Later, Mr A wanted to discuss the booking as he hadn’t received any confir... (5 pages)View decision
