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 375121 results
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Decision Reference DRN-5097606
21 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5097606 The complaint Miss P complains that Revolut Ltd hasn’t reimbursed the money she’s lost to scams. What happened Miss P has fallen victim to two separate scams. Scam 1 Miss P says she came across an online advertisement for an investment opportunity with a company I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5769832
21 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5769832 The complaint Mrs T complains that Aviva Insurance Limited (‘Aviva’) provided her with misleading documentation for her new private medical insurance policy. She says Aviva’s mistake led her to believe a condition was excluded, which later transpired to be incorrect. What ha... (3 pages)View decision -
Decision Reference DRN-5314490
21 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5314490 The complaint Mrs B complains that Bank of Scotland plc, trading as Halifax (“Halifax”), won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well-known to both parties, so I ... (7 pages)View decision -
Decision Reference DRN-5646306
21 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5646306 The complaint Mr D has complained about the service he received from Aviva Insurance Limited when he made a claim under a home emergency insurance policy. References in this decision to Aviva include its agents and suppliers. What happened Mr D took out a home emergency po... (3 pages)View decision -
Decision Reference DRN-5664259
21 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5664259 The complaint Mrs C is unhappy that NewDay issued her a store card with less favourable terms that she could have obtained, and also that NewDay moved her payment date forwards. What happened Mrs C had a store card, the administration of which was transferred to NewDay in 20... (2 pages)View decision -
Decision Reference DRN-5624948
21 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5624948 The complaint Miss M complains that Santander UK Plc won’t refund payments she made as a result of a scam. What happened Miss M was the victim of a job scam. In summary, she was tricked into making payments using her Santander credit card to crypto exchanges. From there, the... (3 pages)View decision -
Decision Reference DRN-5709822
21 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5709822 The complaint J has complained about the way Admiral Insurance (Gibraltar) Limited handled a claim under a car insurance policy taken out by a director, who I’ll refer to as Mr S. Mr S is representing J. What happened Mr S took out a policy to cover a vehicle leased by J. Th... (3 pages)View decision -
Decision Reference DRN-5716019
21 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5716019 The complaint Mr S complains that Clydesdale Bank Plc, trading as Virgin Money, closed his account without telling him. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll focus on my decision and the reasons... (2 pages)View decision -
Decision Reference DRN-5354955
21 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5354955 The complaint Mrs D complains that HSBC UK Bank Plc hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only briefly summarise events here. Mrs D received a message about investing thro... (3 pages)View decision -
Decision Reference DRN-5769582
21 Aug 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5769582 The complaint Mr D complains London & Colonial Services Limited (‘L&C’) didn’t carry out sufficient due diligence before it allowed him to transfer his two existing pensions into a new L&C Self- Invested Personal Pension (‘SIPP’) and invest his SIPP monies in Lla... (44 pages)View decision
