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 393318 results
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Decision Reference DRN-5038869
30 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5038869 The complaint Mrs B complains that Bank of Scotland plc trading as Halifax won’t reimburse her after she sent funds to an online auction firm that she now considers to have been a scam. Mrs B is professionally represented in bringing her complaint to our service. But for eas... (3 pages)View decision -
Decision Reference DRN-5178671
30 Sep 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5178671 The complaint Mrs G complains that ClearBank Limited (trading as Tide) (‘Tide’) hasn’t reimbursed the money she’s lost to a scam. What happened Mrs G has fallen victim to a romance scam. In June 2023, she began conversing with an individual she’d met on a dating website (‘th... (4 pages)View decision -
Decision Reference DRN-5818560
30 Sep 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5818560 The complaint Mr S has complained that The Co-operative Bank Plc (“Co-op Bank”) didn’t allow him to withdraw money when using an ATM. What happened Mr S went to withdraw money out of his account from an ATM, but the transaction was declined. After making repeated attempts to... (2 pages)View decision -
Decision Reference DRN-5849347
30 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5849347 The complaint Miss M complains that HSBC UK Bank Plc (‘HSBC’) declined to refund her £10,000 which she says she lost as a result of a scam. What happened I wrote to both parties, sharing my provisional thoughts on this complaint in July 2025. The following is an extract from... (6 pages)View decision -
Decision Reference DRN-5454696
30 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5454696 The complaint Miss H complains that Barclays Bank UK PLC (“Barclays”) won’t refund the money she says she lost to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events h... (4 pages)View decision -
Decision Reference DRN-5755900
30 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5755900 The complaint Miss T complains about how Advantage Insurance Company Limited handled a claim on her motor insurance. Miss T’s policy was sold and is administered by a third-party company on Advantage’s behalf and all her correspondence has been with this company. However, Ad... (3 pages)View decision -
Decision Reference DRN-5681173
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5681173 The complaint E complains that Revolut Ltd won’t refund the full amount of money it says it lost to a scam. What happened The circumstances of the complaint are known to both parties, so I’ll only set out the key points here. E says it was introduced to an investment opportu... (3 pages)View decision -
Decision Reference DRN-5824754
30 Sep 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5824754 The complaint Mr R complains that Great Lakes Insurance SE declined his claim against his travel insurance policy. Mr B is assisting Mr R in bringing his complaint. Reference to Great Lakes includes its agents. What happened Mr R had a single trip travel insurance policy un... (3 pages)View decision -
Decision Reference DRN-5682862
30 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5682862 The complaint Miss H complains AXA PPP Healthcare Limited refused to pay for her appointment with a specialist. Miss H’s complaint is brought on her behalf by a relative, but for ease I will refer to all submissions as having been made by Miss H herself. What happened Miss H... (3 pages)View decision -
Decision Reference DRN-5690811
30 Sep 2025 Covea Insurance plc UpheldInsuranceDRN-5690811 The complaint Mrs T is complaining about the way Covea Insurance plc has handled a claim she made on her commercial property insurance policy. What happened In June 2024 Mrs T’s tenants notice an odour in the bathroom and contacted the letting agent to advise them of this. T... (3 pages)View decision