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 392389 results
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Decision Reference DRN-5861249
16 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5861249 The complaint Mr Pcomplains about the way in which Revolut Ltd handled chargeback claims he had made, its decision to close his account and its handling of the closure and wider customer service issues. What happened Mr Phad an account with Revolut. In January 2025 he raised a... (6 pages)View decision -
Decision Reference DRN-5775440
16 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5775440 The complaint Mr M has complained that Barclays Bank UK PLC, “Barclays” did not deal with his request for help when seeking a refund from a merchant. What happened The circumstances leading up to this claim aren’t disputed so I’ve only briefly set them out here. On 29 Novem... (3 pages)View decision -
Decision Reference DRN-5327842
16 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5327842 The complaint Miss H has complained that Revolut Ltd won’t refund money she says she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. ... (4 pages)View decision -
Decision Reference DRN-5551678
16 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5551678 The complaint Mr H is unhappy that Lloyds Bank PLC hasn’t refunded him money he lost to what he believes was a scam. He thinks Lloyds should have raised a chargeback. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in de... (3 pages)View decision -
Decision Reference DRN-4761469
16 Oct 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4761469 The complaint Mr and Mrs W complain about a reviewable Whole of Life policy – the Adaptable Life Plan (‘ALP’) – held with Zurich Assurance Ltd (‘Zurich’). They’re unhappy they were asked to significantly increase their premium to maintain the policy’s sum assured after the 2... (4 pages)View decision -
Decision Reference DRN-5879032
16 Oct 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5879032 The complaint Mr T complains that Aviva Life & Pensions UK Limited took too long to process a Pension Sharing Order (PSO) during which time he wasn’t allowed to switch his investments. He considers this was unfair and resulted in him suffering a financial loss. What happ... (15 pages)View decision -
Decision Reference DRN-5802698
16 Oct 2025 Santander UK Plc Not upheldConsumer CreditDRN-5802698 The complaint Mr W complains Santander UK Plc (Santander) failed to adequately action Subject Access Requests (SARs) that he raised. Mr W’s also unhappy Santander failed to investigate his concerns properly. What happened In February 2025, following the transfer of his loan ... (4 pages)View decision -
Decision Reference DRN-5823406
16 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5823406 The complaint Mr A complains that HSBC UK Bank Plc hasn’t refunded the money he lost when he fell victim to a scam. What happened Someone Mr A knew introduced him to an individual who purported to be involved in investing in commodities. Mr A was looking to make more of his... (3 pages)View decision -
Decision Reference DRN-5857176
16 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5857176 The complaint Mrs W complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) failed to amend her direct debit payment to her credit card account. Mrs W wants Virgin to pay her more compensation. What happened • In August 2023 Mrs W opened a credit card account... (3 pages)View decision -
Decision Reference DRN-5887255
16 Oct 2025 Scottish Widows Limited Not upheldInvestmentsDRN-5887255 The complaint Mr N has complained that Scottish Widows Limited moved his policy into a fund without his agreement, negatively affecting the return achieved, and that the nature of the fund was misrepresented to him. Mr N has also complained about premiums not being collected... (8 pages)View decision