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-5497085
2 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5497085 The complaint Mr N on behalf of Company G complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ov... (2 pages)View decision -
Decision Reference DRN-5591632
2 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5591632 The complaint Ms A is unhappy with the service she received from Aviva Insurance Limited when she claimed on her travel insurance policy. What happened Ms A has a travel insurance policy linked to her package bank account. She is unhappy with the support she received when sh... (2 pages)View decision -
Decision Reference DRN-5574802
2 Jun 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5574802 The complaint Mr E has complained that BUPA Insurance Limited has declined to continue funding his treatment. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary Mr E has held a private medical insurance... (2 pages)View decision -
Decision Reference DRN-5367340
2 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5367340 The complaint and background Mr A complains that Revolut Ltd (“Revolut”) won’t reimburse the money he lost to an investment scam. Our investigator didn’t uphold the complaint. He said that the payments were all relatively low in value – with the highest being for £200 – so d... (2 pages)View decision -
Decision Reference DRN-5122696
2 Jun 2025 Allied Financial Services Ltd Not upheldPensions and AnnuitiesDRN-5122696 The complaint Mr C complains about the service he received from his former independent financial adviser (IFA), Allied Financial Services Ltd (AFSL), following the introduction of ‘pension freedoms’ in 2015. He is unhappy that AFSL didn’t provide him with advice that enabled... (4 pages)View decision -
Decision Reference DRN-5516780
2 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5516780 The complaint Mr G complains that Barclays hasn't kept a record of an old passbook account, and has refused to pay accrued interest from 1971 to date. What happened in July 2024 Mr G visited a branch of Barclays, having been told over the phone that he needed to do so. ... (2 pages)View decision -
Decision Reference DRN-5367608
2 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5367608 The complaint and background Mr A complains that Wise Payments Limited (“Wise”) won’t reimburse the money he lost to an investment scam. Our investigator didn’t uphold the complaint. He didn’t think that the payments should have raised concerns given their value and frequenc... (2 pages)View decision -
Decision Reference DRN-5025541
2 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5025541 The complaint Mr C complains Bank of Scotland plc trading as Halifax won’t refund two transactions that debited his account which he says he did not make or authorise. What happened Mr C contacted Halifax on 22 May 2024 to dispute two cash withdrawal transactions that he sa... (2 pages)View decision -
Decision Reference DRN-5463866
2 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5463866 The complaint X complains he was unable to use his Revolut Ltd debit card for some transactions when on a trip abroad. What happened The details of this complaint are well known to both parties so I’ll only summarise the main points. X travelled abroad in December 2024, on 1... (2 pages)View decision -
Decision Reference DRN-5489247
2 Jun 2025 Western Provident Association Limited Not upheldInsuranceDRN-5489247 The complaint Ms S has complained that Western Provident Association Limited (“WPA”) declined her private medical insurance claim. What happened The background to this complaint is well known to the parties. In summary in October 2024 Ms S completed an application for privat... (3 pages)View decision
