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 367300 results
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Decision Reference DRN-5481572
27 May 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5481572 The complaint Mr and Mrs J have complained that British Gas Insurance Limited acted unfairly in relation to their home emergency insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: In September 2024, British Gas visited ... (3 pages)View decision -
Decision Reference DRN-5283742
27 May 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5283742 The complaint Mr S complains about The Co-operative Bank Plc’s handling of his chargeback claim. What happened In February 2024 Mr S purchased protein powder from a company I’ll refer to as P, paying £38.68 using his Co-op debit card. On delivery Mr S says there was a hole ... (3 pages)View decision -
Decision Reference DRN-5583676
27 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5583676 The complaint Mr C complains the Revolut Ltd won’t return money he lost to a scam. Mr C is represented by a firm I’ll refer to C. For ease, I’ve referred to comments C made as though made by Mr C himself. What happened The details of this complaint are well known to both par... (4 pages)View decision -
Decision Reference DRN-5581592
27 May 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5581592 The complaint Miss A, Mr A, Mrs A and Miss C are unhappy with the service they’ve received from Inter Partner Assistance SA when they claimed on their travel insurance policy. What happened Mr and Mrs A were on holiday with their family when Mrs A became unwell and needed ho... (3 pages)View decision -
Decision Reference DRN-5476286
27 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5476286 The complaint Mr W complains that, having switched his account to Bank of Scotland plc trading as Halifax, two regular payments into his account by his mother were not received. What happened In December 2024, Mr W switched his account to Halifax. His mother made a regular p... (2 pages)View decision -
Decision Reference DRN-5192033
27 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5192033 The complaint Mr J complains about Wise Payments Limited. Mr J says that Wise didn’t do enough to protect him when he became the victim of a scam and would like Wise to refund the money that he lost. What happened The facts of this case are well known to both parties, so I w... (4 pages)View decision -
Decision Reference DRN-5579982
27 May 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5579982 The complaint Mr W complains Barclays Bank UK plc (‘Barclays’) can’t clearly explain to him how interest was charged on his loan account following a payment holiday. Mr W would like an explanation and for a refund to be provided if there’s been an error. What happened Mr W... (6 pages)View decision -
Decision Reference DRN-5288476
27 May 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5288476 The complaint Mrs L complains that Vanquis Bank Limited defaulted her credit card account. What happened I issued a provisional decision about this complaint, which set out what happened: “In 2023, Mrs L became unwell and stopped working, so she contacted Vanquis about her c... (5 pages)View decision -
Decision Reference DRN-5440835
27 May 2025 West Bay Insurance Plc UpheldInsuranceDRN-5440835 The complaint Mr F and Mrs F complain about West Bay Insurance Plc (“WBI”) and the way their home insurance claim was handled, and settled, following a burglary at their home. Mrs F has acted as the main representative during the claim and complaint process. So, for ease of ... (6 pages)View decision -
Decision Reference DRN-5582523
27 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5582523 The complaint Mr and Mrs P complain about the way Bank of Scotland plc trading as Halifax (‘Halifax’), dealt with a dispute claim raised by Mr P. For ease of reference, whilst this matter concerns a joint bank account held in Mr and Mrs P’s name, as the dispute in question ... (3 pages)View decision
