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 367928 results
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Decision Reference DRN-5474758
3 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5474758 The complaint Mr Q complains about the service received from Barclays Bank UK PLC (“Barclays”) when attempting to make international payments online. In particular, Mr Q says Barclays have failed to resolve the technical issue he faces when making these payments and that he ... (4 pages)View decision -
Decision Reference DRN-4977342
3 Jun 2025 ClearBank Limited UpheldBanking and PaymentsDRN-4977342 The complaint A company which I’ll refer to as F, complains that ClearBank Limited (‘ClearBank’) won’t refund the money they lost after falling victim to a scam. Miss K, who is a director of F, brings the complaint on F’s behalf. What happened In 2024, Miss K received a ca... (4 pages)View decision -
Decision Reference DRN-5596586
3 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5596586 The complaint Mrs A is complaining about Revolut Ltd because it declined to refund money lost as a result of fraud. What happened Sadly, Mrs A fell victim to a cruel investment scam. She says she received a cold call in August 2023 offering her the chance to invest in foreig... (3 pages)View decision -
Decision Reference DRN-5597740
3 Jun 2025 esure Insurance Limited Not upheldInsuranceDRN-5597740 The complaint Mr B and Miss W complain that esure Insurance Limited unfairly avoided Mr B’s motor insurance policy and refused to pay his claim after his car was stolen. References to Mr B or Miss W will include the other. What happened Mr B took out a motor insurance poli... (5 pages)View decision -
Decision Reference DRN-5528883
3 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5528883 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money he says was lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Mr R made... (6 pages)View decision -
Decision Reference DRN-5547194
2 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5547194 The complaint Mr M complains about Clydesdale Bank Plc, trading as Virgin Money, deducting funds from the wrong account which caused his current account to go overdrawn. What happened On the 13 November 2024, Mr M visited a Virgin Money store to withdraw £500 from his Flexi... (3 pages)View decision -
Decision Reference DRN-5598382
2 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5598382 The complaint Mr D is unhappy with how long Liverpool Victoria Insurance Company Limited (“LV”) took to deal with a buildings insurance claim after Mr D’s property suffered an escape of water. The complaint involves the actions of agents for whom LV is responsible. Unless s... (6 pages)View decision -
Decision Reference DRN-5584065
2 Jun 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5584065 The complaint Mr and Mrs W are unhappy with the way Lloyds Bank General Insurance Limited dealt with a claim on their buildings insurance policy following a storm. Mr and Mrs W have been represented by a relative. I’ll refer to any comments made by the relative as though th... (10 pages)View decision -
Decision Reference DRN-5564677
2 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5564677 The complaint Mrs R has complained that Kroo Bank Ltd won’t reimburse her for a cash withdrawal where she’s explained that the cash did not properly dispense. What happened In October 2024, Mrs R tried to withdraw £230 at an ATM. The amount debited her account, but she’s exp... (2 pages)View decision -
Decision Reference DRN-5281742
2 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5281742 The complaint Mrs F complains that Santander UK plc won’t refund to her the money that she paid for some event tickets. Her husband is also involved in her complaint. What happened Mrs F used her Santander credit card to pay for some event tickets when she and her husband we... (3 pages)View decision
