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 366874 results
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Decision Reference DRN-5445962
15 May 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5445962 The complaint Mr P complains Fortegra Europe Insurance Company Ltd (“Fortegra”) unfairly declined his claim and voided his caravan insurance policy. All references to Fortegra include its agents. What happened Around March 2024, Mr P says he bought a used caravan from a deal... (3 pages)View decision -
Decision Reference DRN-5550575
15 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5550575 The complaint Mrs C complains about Barclays Bank UK PLC. She says that Barclays should refund her 100% of her losses after she fell victim to a romance scam. What happened On 16 March 2024, Mrs C met an individual on a dating site. They were chatting for a few days and se... (2 pages)View decision -
Decision Reference DRN-5196063
15 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5196063 The complaint Mr E complains on behalf of his business ‘E’. He says that he fell victim to a scam, and that E has lost money as a result. He thinks that Barclays could have prevented the loss, and would like it to refund the money to E. What happened Mr E has signed up to ... (2 pages)View decision -
Decision Reference DRN-5457073
15 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5457073 The complaint Mr P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr P applied for an Aqua credit card in January 2022. In his application, Mr P said he had an income of £29,000 a year that Aqua calcu... (3 pages)View decision -
Decision Reference DRN-5514557
15 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5514557 The complaint Mrs P complains Revolut Ltd won’t refund a payment made after she fell victim to a scam. What happened Mrs P explains that on 13 April 2024, she opened an account with an e-commerce firm and listed items for sale. After selling an item, she received a message t... (3 pages)View decision -
Decision Reference DRN-5090995
15 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5090995 The complaint Mr C complains that Revolut Ltd didn’t do enough to protect him from a scam. Mr C is being represented by a claims management company, but for ease of reading, I’ll refer to Mr C in my decision. What happened The detailed background to this complaint is well ... (5 pages)View decision -
Decision Reference DRN-5283189
15 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5283189 The complaint Mr R complains about Lloyds Bank PLC. He says that he has been the victim of a scam and would like Lloyds to refund him the money he has lost as a result. What happened Mr R made an investment of £25,000 with a company I will refer to as ‘V’. However, Mr R n... (4 pages)View decision -
Decision Reference DRN-5389001
15 May 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5389001 The complaint Mr B complains Metro Bank PLC declined his debit card despite the fact that he had sufficient funds in his account. He complains that he’s been charged fees and interest as a result for which he wants compensating. What happened Mr B has two accounts with Metro... (3 pages)View decision -
Decision Reference DRN-5213752
15 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5213752 The complaint Mrs R complains that Aviva Insurance Limited (“Aviva”) unfairly declined a claim made under her landlord insurance policy. What happened In February 2024, Mrs R made a claim under her landlord insurance policy with Aviva when she was notified of damage to a pro... (4 pages)View decision -
Decision Reference DRN-5530890
15 May 2025 Assicurazioni Generali S.p.A Not upheldInsuranceDRN-5530890 The complaint Mr E is unhappy that Assicurazioni Generali S.p.A (Generali) declined his income protection claim. What happened Mr E is covered under his employer’s group income protection policy. The aim of the policy is to pay a monthly benefit in the event the insured beco... (3 pages)View decision
