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 363152 results
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Decision Reference DRN-5216627
26 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5216627 The complaint With the help of a professional representative (PR), Mr T complains that Barclays Bank UK PLC lent to him irresponsibly. For ease, I’ll mainly refer to the PR’s actions as being those of Mr T. What happened In July 2007, Mr T applied for – and was given – a £25... (4 pages)View decision -
Decision Reference DRN-5383170
25 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5383170 The complaint Mr A complains that Lloyds Bank General Insurance Limited (“Lloyds”) has unfairly declined a claim he made under his home insurance policy. What happened Mr A’s kitchen worktop was damaged when a contractor delivered and installed a new washer dryer to his home... (2 pages)View decision -
Decision Reference DRN-4986013
25 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4986013 The complaint Mr B complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr B lost £5,000 to a crypto investment scam. He was tricked into investing with a company he found via a social media advert, which appeared to ... (7 pages)View decision -
Decision Reference DRN-5426898
25 Mar 2025 LDF Operations Limited Not upheldBanking and PaymentsDRN-5426898 The complaint J complains that LDF Operations Limited trading as White Oak are pursuing it for two cross- company guarantees provided to two other companies, which I’ll refer to as D and P. Mr M, the current director of J, says J was unaware that it had been entered into the... (3 pages)View decision -
Decision Reference DRN-5002065
25 Mar 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5002065 The complaint Mr M complains that Trading 212 UK Limited trading as Trading 212 sold shares from his stocks and shares ISA without his consent, rather than transferring them to his general investment account (‘GIA’). What happened Mr M has both a GIA and a stocks and shares... (3 pages)View decision -
Decision Reference DRN-5100162
25 Mar 2025 Aviva Pension Trustees UK Limited UpheldPensions and AnnuitiesDRN-5100162 The complaint Mrs D complains that Aviva Pension Trustees UK Limited (Aviva) didn’t do enough to locate her when she reached the normal retirement date for her pension held with them in 2013. Mrs D says she was unaware of this pension with Aviva until 2024 and believes that ... (4 pages)View decision -
Decision Reference DRN-5325173
25 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5325173 The complaint Ms F complains that Santander UK Plc (Santander) won’t refund money she lost in an investment scam. What happened What Ms F says: Ms F was looking to add to her income, which had been depleted by the COVID pandemic. She saw one of her Facebook contacts had appa... (6 pages)View decision -
Decision Reference DRN-4758677
25 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4758677 The complaint Miss N complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to th... (3 pages)View decision -
Decision Reference DRN-5424490
25 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5424490 The complaint Miss K has complained she was mis-sold her Admiral Insurance (Gibraltar) Limited (Admiral) motor insurance policy. What happened Miss K had a motor insurance policy with Admiral. She says she was incorrectly told that if she added named drivers and other cars t... (2 pages)View decision -
Decision Reference DRN-5382912
25 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5382912 The complaint Mr S complains that Vanquis Bank Limited was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with statutory interest. Mr S is represented by a third party but for ease of reference I have referred to Mr S throug... (3 pages)View decision
