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-5596218
2 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5596218 The complaint Mr S is complaining that Bank of Scotland plc trading as Halifax (Halifax) didn’t do enough to prevent him from making payments to a cryptocurrency investment scam. The complaint is brought on his behalf by a professional representative. What happened In 2023 M... (3 pages)View decision -
Decision Reference DRN-5367657
2 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5367657 The complaint and background Mr A complains that Lloyds Bank PLC (“Lloyds”) won’t fully reimburse the money he lost to an investment scam. In total he paid over £27,000 to the scam. Lloyds considered Mr A’s complaint. It upheld it in part and said, in summary, it should have... (2 pages)View decision -
Decision Reference DRN-5558548
2 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5558548 The complaint Mr D says National Westminster Bank Plc irresponsibly lent to him. What happened Mr D is complaining about two loans he took out from NatWest. The first, in OctoberrtoberOctoberOctober 2021, was for £19,000 over 63 months. The monthly repa The monthly reppaymen... (3 pages)View decision -
Decision Reference DRN-5591619
2 Jun 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5591619 The complaint Mr S complains that Haven Insurance Company Limited (“Haven”) declined a claim and cancelled his motor insurance policy because it thought he’d acted fraudulently. When I mention Haven I also mean its suppliers and engineers. What happened Mr S had a motor insu... (3 pages)View decision -
Decision Reference DRN-5597113
2 Jun 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5597113 The complaint Mrs P complains about the way Zurich Insurance PLC trading as Zurich Municipal has handled a claim she made on a home insurance policy which provides cover for her property. What happened In 2021 Mrs P made a claim on a Zurich home insurance policy which cover... (5 pages)View decision -
Decision Reference DRN-5596156
2 Jun 2025 Sabre Insurance Company Limited UpheldInsuranceDRN-5596156 The complaint Mr S complains about Sabre Insurance Company Limited (‘Sabre’) and says they unfairly increased his premiums on his motor insurance policy. What happened Mr S took out a motor insurance policy with Sabre in September 2022 as an international license holder. He... (3 pages)View decision -
Decision Reference DRN-5497085
2 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5497085 The complaint Mr N on behalf of Company G complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ov... (2 pages)View decision -
Decision Reference DRN-5591632
2 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5591632 The complaint Ms A is unhappy with the service she received from Aviva Insurance Limited when she claimed on her travel insurance policy. What happened Ms A has a travel insurance policy linked to her package bank account. She is unhappy with the support she received when sh... (2 pages)View decision -
Decision Reference DRN-5574802
2 Jun 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5574802 The complaint Mr E has complained that BUPA Insurance Limited has declined to continue funding his treatment. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary Mr E has held a private medical insurance... (2 pages)View decision -
Decision Reference DRN-5367340
2 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5367340 The complaint and background Mr A complains that Revolut Ltd (“Revolut”) won’t reimburse the money he lost to an investment scam. Our investigator didn’t uphold the complaint. He said that the payments were all relatively low in value – with the highest being for £200 – so d... (2 pages)View decision
