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 375868 results
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Decision Reference DRN-5752185
28 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5752185 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax, won’t refund to him the money that he paid for some flights. What happened I issued a provisional decision on this complaint last month in which I described what had happened as follows: “Mr S used h... (5 pages)View decision -
Decision Reference DRN-5741545
28 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5741545 The complaint Miss I complains that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Miss I says that she was introduced to someone I’ll call F in this decision by a trusted friend. F traded in cryptocurrenc... (4 pages)View decision -
Decision Reference DRN-5462140
28 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5462140 The complaint Mr M complains that the car he acquired through MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality. He wants MFL to fairly and reasonably settle his complaint by either accepting rejection of the car, or by providing him with a fully working replac... (5 pages)View decision -
Decision Reference DRN-5333779
28 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5333779 The complaint Mr O has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr O found an investment opportunity through social media, which unfortunately later turned out to be a scam... (3 pages)View decision -
Decision Reference DRN-5631789
28 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5631789 The complaint Mr M is unhappy that his home insurance policy was voided because Royal & Sun Alliance Insurance Limited (“RSA”), trading as More Th>n, recorded home emergency claims on the insurance database, Claims Underwriting Exchange (“CUE”). What happened When Mr ... (3 pages)View decision -
Decision Reference DRN-5781348
28 Aug 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5781348 The complaint Mr R complains that Automobile Association Insurance Services Limited (‘AA’) mis-sold him an upgrade to his AA membership and misled him into thinking a claim would be covered with only his excess payable. What happened Mr R held AA membership which included r... (5 pages)View decision -
Decision Reference DRN-5775430
28 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5775430 The complaint Mr O complaints that PayPal UK Ltd provided him with a line of credit without assessing whether he could afford to repay that credit. What happened Mr O bought a sofa for £3,900 online using his PayPal account. Mr O instructed PayPal to process the payment usin... (3 pages)View decision -
Decision Reference DRN-5685378
28 Aug 2025 Investec Bank PLC Not upheldBanking and PaymentsDRN-5685378 The complaint Mr R complains Investec Bank PLC failed to action his transfer request in a timely manner and it provided him with poor service. What happened Mr R held an Investec savings account. In December 2023 Mr R made a request to obtain some funds from his account. In... (4 pages)View decision -
Decision Reference DRN-5568443
28 Aug 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5568443 The complaint Mr Y complains that he has faced online error messages whilst trying to take action on his daughters’ Junior ISAs with Financial Administration Services Limited (“Fidelity”). What happened Mr Y is the registered contact for his daughters’ Junior ISAs with Fidel... (3 pages)View decision -
Decision Reference DRN-5709973
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5709973 The complaint Miss M complains Revolut Ltd didn’t stop payments she made to third-party companies for gambling, despite having a gambling block on her account. What happened Miss M said she made multiple payments to third-party online gambling companies over a period of 12 m... (5 pages)View decision
