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 368546 results
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Decision Reference DRN-5601843
24 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5601843 The complaint Mr S complains about Nationwide Building Society (Nationwide) refusing to refund him the amount he lost as the result of a romance scam. Mr S is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background t... (7 pages)View decision -
Decision Reference DRN-5639694
24 Jun 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5639694 The complaint Ms O complains Vanquis Bank Limited didn’t do enough to help get a refund for a purchase made on her credit card. What happened In August 2023, Ms O bought a blazer and trousers from an online retailer paying with her Vanquis credit card. When the clothes arr... (4 pages)View decision -
Decision Reference DRN-5599128
24 Jun 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5599128 The complaint Mr K complains that Lloyds Bank plc (‘Lloyds’) treated him poorly when he tried to repay his loan account, and is concerned this was racially motivated. Mr K wants a formal apology from Lloyds, reassurance and compensation. What happened Mr K complained to Lloy... (3 pages)View decision -
Decision Reference DRN-5638309
24 Jun 2025 St Andrew's Insurance plc Not upheldInsuranceDRN-5638309 The complaint Mrs A and the estate of the late Mr A have complained that St Andrew’s Insurance Plc hasn’t fully settled a claim made on a credit card payment protection insurance (PPI) policy. It is the son of the late Mr A who is leading on the complaint. However, for ease... (2 pages)View decision -
Decision Reference DRN-5372096
24 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5372096 The complaint Mr S is unhappy that Aviva Insurance Limited declined a claim made under his travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving the reasons for m... (2 pages)View decision -
Decision Reference DRN-5638003
24 Jun 2025 Stonebridge International Insurance Ltd UpheldInsuranceDRN-5638003 The complaint Ms B and the estate of Mr B complain about how Stonebridge International Insurance Ltd (‘Stonebridge’) dealt with a claim under an accidental death insurance policy. What happened Ms B and Mr B were insured under an accidental death insurance policy, provided b... (9 pages)View decision -
Decision Reference DRN-5595652
24 Jun 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5595652 The complaint Mr N complains that OAKBROOK FINANCE LIMITED (OAKBROOK) acted irresponsibly when providing him with a loan. Mr N is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well know... (3 pages)View decision -
Decision Reference DRN-5609646
24 Jun 2025 Personal Assurance plc Not upheldInsuranceDRN-5609646 The complaint Mr B has complained that Personal Assistance Plc mis-sold him a hospital and convalescence insurance plan. What happened Mr B purchased the plan on 7 December 2023. He says he was led to believe that the convalescence part of the plan would pay out £2,000 per ... (3 pages)View decision -
Decision Reference DRN-5643295
24 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5643295 The complaint Mr R is unhappy that Revolut Ltd (“Revolut”) didn’t reimburse him after he fell victim to a scam. What happened I issued a provisional decision for this complaint on 10 June 2025. In it I set out the background and my proposed findings. I’ve included a copy of... (10 pages)View decision -
Decision Reference DRN-5302265
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5302265 The complaint Mr B complains that Revolut Ltd (“Revolut”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as follows. M... (3 pages)View decision
