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 382298 results
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Decision Reference DRN-5601664
13 Jun 2025 Vitality Life Limited Not upheldInsuranceDRN-5601664 The complaint Mrs M, Mr T and Mrs T, as trustees of the T trust, have complained that Vitality Life Limited have unfairly declined Mr T’s total and permanent disability claim and have voided the policy because they say the claim was fraudulent. What happened Mr T bought a li... (3 pages)View decision -
Decision Reference DRN-5624661
13 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5624661 The complaint A complaint has been brought by the director of P, a limited company, about AXA Insurance UK Plc (“AXA”). Any references to P in this decision include its director, and any references to AXA include its appointed agents. P complains that AXA unfairly and unreas... (4 pages)View decision -
Decision Reference DRN-5127443
13 Jun 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5127443 The complaint Miss N complains that Legal and General Assurance Society Limited (L&G) didn’t make her aware that her life assurance policy was arranged through a third party company who has now gone out of business. This made her concerned about her policy and she has lo... (2 pages)View decision -
Decision Reference DRN-5110779
13 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5110779 The complaint Mr C complains Barclays Bank UK PLC (“Barclays”): Carried out a Know-Your-Customer (“KYC”) review on his account based on funds he had received from Barclays as part of a previous scam claim The KYC review was erroneously and unfairly initiated due to Barcl... (8 pages)View decision -
Decision Reference DRN-5617258
13 Jun 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5617258 The complaint Mr K complains about the quality of the car supplied to him by Motability Operations Limited (“MO”). What happened The facts of this case are broadly agreed upon by both parties now, but I will outline the basics again. Mr K took out a hire agreement with MO in... (3 pages)View decision -
Decision Reference DRN-5173160
13 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5173160 Complaint Ms J is unhappy that National Westminster Bank Public Limited Company (“NatWest”) didn’t reimburse her after she reported falling victim to a scam. Background In 2022, Ms J began communicating with a man she met on an online dating website. After exchanging message... (3 pages)View decision -
Decision Reference DRN-5302086
13 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5302086 The complaint Business F complains Santander UK Plc unfairly requested information regarding its account, and closed it without reason. Business F is represented by Mr F. What happened The facts of the complaint are well known to both parties, so I will only provide a summ... (3 pages)View decision -
Decision Reference DRN-5243832
13 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5243832 The complaint Mr T complains that Revolut Ltd (“Revolut”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr T has explained that between Sep... (2 pages)View decision -
Decision Reference DRN-5514660
13 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5514660 The complaint Mrs T complains that NewDay Ltd, trading as Marbles, irresponsibly provided her with a credit card. Mrs T is supported in bringing this complaint by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mrs T herself. What h... (3 pages)View decision -
Decision Reference DRN-5608668
13 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5608668 The complaint Mr and Mrs P are unhappy Bank of Scotland plc trading as Halifax returned their cheque as unpaid. They also complain about the service they received and how Halifax’s actions have affected their reputations and caused them considerable distress and inconvenienc... (3 pages)View decision
