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
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Decision Reference DRN-5634999
11 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5634999 The complaint Mr A complains that Bank of Scotland plc trading as Halifax sent him a promotional email after he had closed his account. Mr A is also unhappy with the service he received when he complained about this to Halifax. What happened Mr A held a credit card account w... (3 pages)View decision -
Decision Reference DRN-5591195
11 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5591195 The complaint Mr J complains that Clydesdale Bank Plc, trading as Virgin Money, knowingly displays inaccurate information on its mobile banking app. What happened Mr J holds a credit card with Virgin; he makes use of the mobile banking app to make payments, view his balance... (3 pages)View decision -
Decision Reference DRN-5602688
11 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5602688 The complaint Mrs R complains that Liverpool Victoria Insurance Company Limited (LV) avoided her home insurance policy and declined her claim for damage to her property and stolen valuables when her home was burgled. Reference to Mrs R and LV includes their respective agent... (4 pages)View decision -
Decision Reference DRN-5687401
11 Jul 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5687401 The complaint Mrs R complains that Kroo Bank Ltd (“Kroo”) won’t refund transactions made as part of a scam. What happened On 28 August 2024, Mrs R received an email purporting to be from a well-known parcel delivery company. It said it had tried, unsuccessfully, to deliver ... (6 pages)View decision -
Decision Reference DRN-5410084
11 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5410084 The complaint Mr J is complaining that Nationwide Building Society didn’t do enough to prevent him from making payments to an investment scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr J here. What happened Between ... (2 pages)View decision -
Decision Reference DRN-5583204
11 Jul 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5583204 The complaint Mr A has complained about the service he received from Coventry Building Society (CBS) in relation to savings accounts. What happened Mr A had a 5 Access Saver Account with CBS. The account had a variable interest rate and he was allowed to make five withdrawa... (2 pages)View decision -
Decision Reference DRN-5687497
11 Jul 2025 Wakam UpheldInsuranceDRN-5687497 The complaint Mr P complains that Wakam unfairly declined a claim under his pet insurance policy. He says the policy was mis-sold. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detai... (4 pages)View decision -
Decision Reference DRN-5092334
11 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5092334 The complaint Miss A complains that Monzo Bank Ltd (Monzo) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail ... (5 pages)View decision -
Decision Reference DRN-5410695
11 Jul 2025 Sesame Limited Not upheldInsuranceDRN-5410695 The complaint The estate of Mrs Y complains that an appointed representative of Sesame Limited gave Mrs Y incorrect advice when she wanted to take out a life insurance policy. Mr Y has brought this complaint on behalf of Mrs Y’s estate. And I’ll refer to Sesame’s appointed r... (3 pages)View decision -
Decision Reference DRN-5374034
11 Jul 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5374034 The complaint Mr and Mrs H are unhappy that Zurich Insurance Company Ltd declined a claim they made on their travel insurance policy. What happened Mr and Mrs H had to cancel their holiday because Mr H was unexpectedly unwell after surgery. Mr H had a catheter removed and he... (2 pages)View decision
