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 364862 results
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Decision Reference DRN-5485359
16 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5485359 The complaint Mr C is unhappy with how Nationwide Building Society (Nationwide) handled a claim he made to them. What happened Mr C purchased flight tickets in April 2024 using his Nationwide credit card to the sum of £158.88. This was for return flights from London to Vien... (6 pages)View decision -
Decision Reference DRN-5368318
16 Apr 2025 Tesco Mobile Limited Not upheldInsuranceDRN-5368318 The complaint Mr B complains Tesco Mobile Limited mis-sold him a mobile phone insurance policy. What happened In October 2021 Mr B took out a new mobile phone contact with Tesco Mobile. Insurance for his phone was included in that package. Mr B complained in September 2024 ... (2 pages)View decision -
Decision Reference DRN-4999911
16 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4999911 The complaint Mr R complains that Lloyds Bank PLC won’t refund the full amount of money he lost to 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 and based on the submissions of both p... (3 pages)View decision -
Decision Reference DRN-4999883
16 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4999883 The complaint Mr R complains that Revolut Ltd won’t refund the full amount of money he lost to 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 and based on the submissions of both parti... (3 pages)View decision -
Decision Reference DRN-5334170
16 Apr 2025 West Bay Insurance Plc UpheldInsuranceDRN-5334170 The complaint Mrs H is unhappy with what West Bay Insurance Plc did after she made a claim on her lifetime pet insurance policy. What happened In July 2024 Mrs H’s dog (B) had surgery to treat an aural haematoma on its right and then left ear. She claimed on her insurance fo... (3 pages)View decision -
Decision Reference DRN-4999837
16 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4999837 The complaint Mr R complains that Bank of Scotland plc trading as Halifax won’t refund the full amount of money he lost to 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 and based on t... (3 pages)View decision -
Decision Reference DRN-4999827
16 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4999827 The complaint Mr R complains that Santander UK Plc won’t refund the full amount of money he lost to 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 and based on the submissions of both ... (3 pages)View decision -
Decision Reference DRN-5489532
16 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5489532 The complaint Mr F complains that NewDay Ltd irresponsibly lent to him. Mr F is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr F himself. What happened Mr F w... (4 pages)View decision -
Decision Reference DRN-5489537
16 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5489537 The complaint Mr G complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an advance fee scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (6 pages)View decision -
Decision Reference DRN-5400499
16 Apr 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5400499 The complaint Mrs J is unhappy that Legal and General Assurance Society Limited (L&G) has declined her income protection claim. What happened Mrs J is insured under her employer’s group income protection policy. The policy pays a benefit in certain circumstances if Mrs J... (4 pages)View decision
