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 360982 results
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Decision Reference DRN-5318633
27 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5318633 Complaint Mr and Mrs J have complained that Bank of Scotland plc (trading as “Halifax”) continued to allow them to use their overdraft over an extended period, even when they were in financial difficulty. Background We’ve previously explained to the parties why we are unabl... (5 pages)View decision -
Decision Reference DRN-5361607
27 Feb 2025 AXIS Specialty Europe SE UpheldInsuranceDRN-5361607 The complaint Mr D complains that AXIS Specialty Europe SE declined a claim under a travel insurance policy. What happened Mr D holds a travel insurance policy through his employer. The insurer is AXIS. Mr D sadly had to cancel a holiday as his uncle passed away shortly be... (2 pages)View decision -
Decision Reference DRN-5215978
27 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5215978 The complaint Miss G complains that Revolut Ltd hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to all parties, so my summary here will be brief. Miss G fell victim to what’s commonly known as a safe account s... (2 pages)View decision -
Decision Reference DRN-5215974
27 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5215974 The complaint Miss G complains that Bank of Scotland plc trading as Halifax hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to all parties, so my summary here will be brief. Miss G fell victim to what’s common... (2 pages)View decision -
Decision Reference DRN-5215980
27 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5215980 The complaint Miss G complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to all parties, so my summary here will be brief. Miss G fell victim to what’s commonly known as a safe accoun... (4 pages)View decision -
Decision Reference DRN-5361693
27 Feb 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5361693 The complaint B, a limited liability partnership, complain that Stripe Payments UK Limited blocked and subsequently closed their account. They are unhappy funds were withheld from them and say this damaged their reputation and led to them incurring additional costs. What ha... (3 pages)View decision -
Decision Reference DRN-5007590
27 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5007590 The complaint Mr W is being represented by solicitors. He’s complaining about Wise Payments Limited because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr W fell victim to a cruel job scam. He was approached online and offered a role that r... (4 pages)View decision -
Decision Reference DRN-5132840
27 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5132840 The complaint Mrs B complains about Lloyds Bank PLC’s handling of a Data Subject Access Request (DSAR) made in connection with an account. Note Mrs B brings this complaint with the assistance of her son, Mr B who holds Power of Attorney (POA) for her. As such, and because Mr... (3 pages)View decision -
Decision Reference DRN-5358934
27 Feb 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5358934 The complaint Mr B has complained that Domestic and General Insurance Plc (D&G), when it provided him with a replacement laptop computer, provided a replacement that didn’t have the same memory capacity as the one it was replacing and was therefore unacceptable. What ha... (3 pages)View decision -
Decision Reference DRN-5032609
27 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5032609 The complaint Mrs B complains Lloyds Bank PLC didn’t contact her about her ISA transfer. Eventually, the request was cancelled. She believes she has lost out because of its actions. Note Mrs B brings this complaint with the assistance of her son, Mr B who holds Power of Atto... (2 pages)View decision
