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 391431 results
-
Decision Reference DRN-5862604
30 Oct 2025 Protector Insurance UK Not upheldInsuranceDRN-5862604 The complaint Mr J and Mrs J complains that Protector Insurance UK hasn’t covered the cost of their claim, and has provided poor service. Mr J and Mrs J are both party to this complaint. Mr J has primarily dealt with this service. For ease of reference, I have referred to M... (2 pages)View decision -
Decision Reference DRN-5684743
30 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5684743 The complaint Mrs T’s complaint is about a claim she made on her U K Insurance Limited trading as Churchill (‘UKI’) legal expenses insurance policy. Mrs T is unhappy with the way in which UKI handled her claim. What happened Mrs T made a claim on her UKI legal expenses insu... (2 pages)View decision -
Decision Reference DRN-5650522
30 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5650522 The complaint Miss K is complaining that Revolut Ltd won’t refund a payment she made as part of a scam. What happened Miss K was selling some items on an online marketplace and she was contacted by someone (“the scammer”) claiming to be a buyer. The scammer said they’d paid ... (3 pages)View decision -
Decision Reference DRN-5634856
30 Oct 2025 Federal Capital Limited Not upheldBanking and PaymentsDRN-5634856 The complaint Miss W complains that Federal Capital Limited behaved unreasonably in pursuing her for debts of a company she was director of under a personal guarantee. She would like to be compensated. What happened Miss W was the director of a company. In November 2023 thi... (2 pages)View decision -
Decision Reference DRN-5629077
30 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5629077 The complaint Mr I complains Lloyds Bank PLC unfairly closed his accounts and wrongly loaded a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to bo... (4 pages)View decision -
Decision Reference DRN-5726827
30 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5726827 The complaint Mr A complains Barclays Bank UK PLC (“Barclays”) hasn’t refunded money he said he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr A told us he was looki... (3 pages)View decision -
Decision Reference DRN-5865761
30 Oct 2025 Federal Capital Limited Not upheldBanking and PaymentsDRN-5865761 The complaint Mr B complains in his capacity of a guarantor for a business loan, that Federal Capital Limited (“FCL”) has acted unfairly and aggressively in pursuing him for repayment of the loan. What happened Mr B is the director of a limited company, which I’ll call C. In... (4 pages)View decision -
Decision Reference DRN-5839279
30 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5839279 The complaint Mr D and Ms H complained because Bank of Scotland plc initially refused to refund them for a transaction they said they hadn’t authorised. It then refunded them. What happened On 7 June 2025, Mr D contacted Bank of Scotland by chat to dispute a payment. It was... (6 pages)View decision -
Decision Reference DRN-5848864
30 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5848864 The complaint Ms M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”), have failed to refund money that she lost as part of an investment scam. What happened Ms M was introduced by a friend to a company that purported to be an investment firm, but ... (3 pages)View decision -
Decision Reference DRN-5878329
30 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5878329 The complaint Miss S complains about the service she received as a customer of The Royal Bank of Scotland plc (RBS). What happened Miss S is a customer of RBS, but she received a text message which came from a different branded company within the same group of companies as ... (2 pages)View decision