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-5892479
6 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5892479 The complaint Mr S complains that Revolut Ltd didn’t do enough to prevent him losing money to a scam. Mr S has brought his complaint through a representative. But, for ease of reading, I’ll mostly just refer to Mr S himself where I also mean his representative. What happen... (4 pages)View decision -
Decision Reference DRN-5833463
6 Nov 2025 ReAssure Limited Not upheldInsuranceDRN-5833463 The complaint Miss D has complained that ReAssure Limited has prematurely ended a claim she made on a mortgage payment protection insurance policy. Miss D is being represented in making this complaint. However, for ease, I will just be referring to Miss D in this decision. ... (3 pages)View decision -
Decision Reference DRN-5916976
6 Nov 2025 Homeserve Membership Limited Not upheldInsuranceDRN-5916976 The complaint Mr D complains that Homeserve Membership Limited trading as Homeserve mis-sold him a personal accident insurance policy. What happened In 2009, Mr D was advised to take out a personal accident insurance policy by Homeserve. The policy continued to renew each ye... (3 pages)View decision -
Decision Reference DRN-5712021
6 Nov 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5712021 Complaint Mr P has complained about a loan Clydesdale Financial Services (trading as Barclays Partner Finance “Barclays PF”) provided to him. He believes that it should not have provided him with the loan and that it missed clear signs of his vulnerability as part of his che... (4 pages)View decision -
Decision Reference DRN-5900187
6 Nov 2025 One Insurance Limited UpheldInsuranceDRN-5900187 The complaint Miss W complains One Insurance Limited (One Insurance) has said it will be settling a claim for damage to a third-party’s wall under her motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve sum... (3 pages)View decision -
Decision Reference DRN-5802687
6 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5802687 The complaint Mr W has complained about the way Bank of Scotland plc (“BOS”) dealt with a claim for money back in relation to a packaged holiday he paid for with credit it provided. Mr W is represented by his son, but as Mr W remains the complainant I will refer to him thro... (5 pages)View decision -
Decision Reference DRN-5892467
6 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5892467 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) didn’t do enough to prevent him losing money to a scam. Mr S has brought his complaint through a representative. But, for ease of reading, I’ll mostly just refer to Mr S himself whe... (3 pages)View decision -
Decision Reference DRN-5862218
6 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5862218 The complaint Mr W, who is represented by a professional representative (“PR”) complains that Santander UK Plc rejected his claim under section 75 Consumer Credit Act 1975 (“s.75”). What happened In August 2019 Mr W paid €29,900 to a firm, which I will call F for timeshare r... (3 pages)View decision -
Decision Reference DRN-5932111
6 Nov 2025 ASPRAY LIMITED UpheldInsuranceDRN-5932111 The complaint Mrs T complained that ASPRAY LIMITED (“Aspray”) failed to maintain proper records and failed by not notifying our Service of a new complaint relating to her insurer. Aspray were acting for Mrs T, in the role of loss assessor, in respect to a claim she had made ... (3 pages)View decision -
Decision Reference DRN-5588005
6 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5588005 The complaint Mr H brings the complaint on behalf of Q, a limited company. He complains that Metro Bank PLC failed to prevent Q’s loss after it fell victim to a scam. What happened In July 2023 Q was in correspondence with someone it believed was a long standing supplier. I... (5 pages)View decision