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 381196 results
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Decision Reference DRN-5281721
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5281721 The complaint Ms A complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money she lost to an investment scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in detail here. However, I’ll provide a bri... (5 pages)View decision -
Decision Reference DRN-5485709
18 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5485709 The complaint Mrs G complains that Nationwide Building Society failed to pay her the £175 switch incentive when she switched her account to it. What happened On 8 December 2024 Mrs G made a request to Nationwide to switch her account to it to take advantage of the switch inc... (2 pages)View decision -
Decision Reference DRN-5632338
18 Jun 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5632338 The complaint Mr N complains that Halifax Share Dealing Limited (‘HSDL’) is providing an incorrect book cost for shares he holds in an Individual Savings Account (‘ISA’). What happened Mr N holds a number of shares in a business I will call company P. The shares are held wit... (4 pages)View decision -
Decision Reference DRN-5350078
18 Jun 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5350078 The complaint A company, which I’ll refer to as ‘Company A’, complains that ClearBank Limited, trading as Tide (‘Tide’), won’t refund it for the money lost when its director, Mr A – who brings this complaint on A’s behalf – fell victim to a scam. What happened The backgroun... (4 pages)View decision -
Decision Reference DRN-5597106
18 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5597106 The complaint Mr M complains about how Inter Partner Assistance SA (“IPA”) handled a claim under his travel insurance policy. What happened Mr M holds a travel insurance policy through his credit card. The insurer for the relevant policy section is IPA. Mr M fell ill whils... (3 pages)View decision -
Decision Reference DRN-5356429
18 Jun 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5356429 The complaint A company which I’ll refer to as ‘B’ complains that Stripe Payments UK Limited won’t refund the money it lost as the result of a scam. The complaint is brought on B’s behalf by its director, Mr B. What happened Both parties are aware of the circumstances of t... (3 pages)View decision -
Decision Reference DRN-5556284
18 Jun 2025 Wakam UpheldInsuranceDRN-5556284 The complaint Mr A is complaining about the way Wakam handled a claim he made on his commercial vehicle insurance policy. What happened In February 2024 Mr A was involved in an accident where he crashed into a stationary car. So he contacted Wakam – through his broker – to c... (4 pages)View decision -
Decision Reference DRN-5625288
18 Jun 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5625288 The complaint Mr W complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr W’s borrowing can be found below. loan number loan amount agreement date repaym... (5 pages)View decision -
Decision Reference DRN-5441732
18 Jun 2025 Gresham Insurance Company Limited Not upheldInsuranceDRN-5441732 The complaint Mrs P complained that Gresham Insurance Company Limited (“Gresham”) unfairly declined her claim for the theft of a bike, under her home contents insurance policy. What happened Mrs P said her husband was sitting on a grassy area eating lunch. He had left their ... (2 pages)View decision -
Decision Reference DRN-5631829
18 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5631829 The complaint Mr E and Miss H complain about Royal & Sun Alliance Insurance Limited (“RSA”) and the decision to decline the claim they made on their home insurance policy, following the theft of their TentBox (“TB”). Miss H has acted as the main representative during the... (4 pages)View decision
