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 392389 results
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Decision Reference DRN-5773557
22 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5773557 The complaint Mr E complains Revolut Ltd (“Revolut”) hasn’t refunded funds he says he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr E said he was introduced to an i... (4 pages)View decision -
Decision Reference DRN-5827621
22 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5827621 The complaint Mr A and Mrs B complain Aviva Insurance Limited (Aviva) haven’t included costs for damage to their kitchen and bathroom following a claim they made under their home insurance policy. They also complain Aviva have caused further damage to their property. This co... (5 pages)View decision -
Decision Reference DRN-5827321
22 Sep 2025 The Original Holloway Friendly Society Limited Not upheldInsuranceDRN-5827321 The complaint Mr O is unhappy that The Original Holloway Friendly Society Limited (‘the Society’) declined a claim made on his income protection insurance policy and cancelled the policy. What happened Earlier in September 2025, I issued a provisional decision explaining wh... (5 pages)View decision -
Decision Reference DRN-5574176
22 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5574176 The complaint Mr R complains about the way AXA Insurance UK Plc (‘AXA’) handled a claim he made on his motor insurance policy. What happened Mr R held a motor insurance policy with AXA. He reported a claim to them in June 2024 and AXA accepted the claim and arranged for rep... (4 pages)View decision -
Decision Reference DRN-5503189
22 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5503189 The complaint C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Ulster Bank hasn’t reimbursed funds it lost to an investment scam. What happened Mr M is a sole trader, and this case involves a business current account for C. It was looking online f... (3 pages)View decision -
Decision Reference DRN-5491864
22 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5491864 The complaint Mrs R complains that Wise Payments Limited (“Wise”) won’t reimburse funds she lost as part of a scam. What happened In October 2024, Mrs R was looking to purchase some perfume online. Mrs R found a seller of the specific perfume she was hoping to purchase, on ... (3 pages)View decision -
Decision Reference DRN-5386255
22 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5386255 The complaint X is unhappy that The Royal Bank of Scotland Plc (RBS) won’t refund payments he made because of a cryptocurrency based, investment scam. What happened In 2024, X was a victim of a cryptocurrency based, investment scam which involved 9 payments over around 2 we... (3 pages)View decision -
Decision Reference DRN-5767481
22 Sep 2025 Landmark Mortgages Limited UpheldMortgagesDRN-5767481 The complaint Miss G complains about an unsecured loan she took out alongside her mortgage. In particular, she’s unhappy that the interest rate on the loan increased after she repaid the mortgage. What happened In 2006 Miss G took a “Together” mortgage with Northern Rock. A ... (7 pages)View decision -
Decision Reference DRN-5799759
22 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5799759 The complaint Mr C complains about the problems he has faced accessing the Clydesdale Bank Plc trading as Virgin Money mobile app. What happened Mr C is a customer of Virgin Money. In late July 2024, his mobile phone was stolen along with his Virgin Money credit card. Since ... (2 pages)View decision -
Decision Reference DRN-5769624
22 Sep 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5769624 The complaint Mr M complains that HSBC UK Bank Plc paid a demand for rentcharges and added the amount paid to the balance of his mortgage. What happened Mr M has a mortgage with HSBC. The mortgage is secured over a property – Mr M owns the freehold of the property. A third p... (3 pages)View decision