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-5289756
25 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5289756 The complaint Mr R complains that HSBC UK Bank Plc has declined to reimburse payments that he says he didn’t make or allow anyone else to make. What happened Mr R opened an account with HSBC and deposited £8,000. He says he never received his card or PIN, and realised someon... (3 pages)View decision -
Decision Reference DRN-5384127
25 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5384127 The complaint Mr D and Ms S have complained that AXA Insurance UK Plc (AXA) unfairly declined a claim under their home insurance policy. Mr D and Ms S are represented for their complaint but, for ease, I will normally only refer to them. What happened Mr D and Ms S were on... (3 pages)View decision -
Decision Reference DRN-5122335
25 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5122335 The complaint Mr W says Revolut Ltd (“Revolut”) should refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In short, Mr W says he was away on holid... (2 pages)View decision -
Decision Reference DRN-5109218
25 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5109218 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr B says he found an investment company I’ll refer to as G online. G offered an opportunity that involved making money through cryptocurr... (10 pages)View decision -
Decision Reference DRN-5345448
25 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5345448 The complaint Ms L complains about Royal & Sun Alliance Insurance Limited’s decision to decline a claim made under her home insurance policy for subsidence-related damage to her extension. What happened The background to this complaint is well known to both parties, so I... (5 pages)View decision -
Decision Reference DRN-5073257
25 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5073257 The complaint Miss M complains that Revolut Ltd didn’t do enough to protect her funds when she fell victim to a job scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I will ... (3 pages)View decision -
Decision Reference DRN-5370691
25 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5370691 The complaint Mr B complains about the amount Admiral Insurance (Gibraltar) Limited paid him for a claim he made on his motor insurance policy after his car was declared a total loss. Reference to Admiral includes its agents. What happened Mr B holds a motor insurance policy... (2 pages)View decision -
Decision Reference DRN-5015394
25 Mar 2025 Schroder Investments Limited Not upheldInvestmentsDRN-5015394 The complaint Mr T complains that Schroder Investments Limited (“Schroder”) won’t give him access to their online portal until he sends them copies of documents to verify his identity and address. What happened Mr T holds an investment account with Schroder. He moved abroad ... (3 pages)View decision -
Decision Reference DRN-5371535
25 Mar 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5371535 The complaint Mrs C complains that Creation Financial Services Limited has treated her unfairly in relation to a payment she made on her Creation credit card. What happened In June 2022 Mrs C and her husband contracted with a third-party timeshare relinquishments company (I... (5 pages)View decision -
Decision Reference DRN-5074281
25 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5074281 The complaint Mr N complains Barclays Bank UK PLC (“Barclays”) failed to make up the £2,000 missing from a cash withdrawal he made in branch, and he would like the disputed amounted refunded. What happened The facts of this complaint are well known to both parties, so I won’... (2 pages)View decision
