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 369227 results
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Decision Reference DRN-5067662
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5067662 The complaint Mr R complains that Revolut Ltd won’t refund him money he lost in an investment scam. Mr R is being represented by a professional representative, but I’ll just refer to Mr R for ease of reading. What happened The circumstances surrounding this complaint are w... (4 pages)View decision -
Decision Reference DRN-5621044
12 Jun 2025 Halifax Share Dealing Limited Not upheldInvestmentsDRN-5621044 The complaint Mr H complains Halifax Share Dealing Limited (HSDL) has restricted his ability to acquire shares in an Investment Trust. What happened Mr H has an ISA and a general investment account with HSDL. As of 2024, he held a number of shares in an Investment Trust I’l... (2 pages)View decision -
Decision Reference DRN-5577158
12 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5577158 The complaint Mr L is unhappy with the service he’s received from The Royal Bank of Scotland Plc (RBS) when he exceeded his overdraft limit, and he subsequently requested a repayment plan. What happened Towards the end of December 2024, RBS informed Mr L that, as he’d gone ... (2 pages)View decision -
Decision Reference DRN-5611097
12 Jun 2025 AWP P&C S.A. UpheldInsuranceDRN-5611097 The complaint Miss C and Mr M complain that AWP P&C S.A. has turned down a cancellation claim they made on a travel insurance policy. What happened In August 2023, Miss C and Mr M booked a holiday abroad. They were due to travel to a country I’ll call T on 27 January 2024... (3 pages)View decision -
Decision Reference DRN-5384849
12 Jun 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5384849 The complaint Mr C complains about the markers Barclays Bank UK PLC (“Barclays”) put on the CIFAS database about him. What happened In August 2022 Mr C was out on a night out for his birthday. He says he invited two people he’d met back to his hotel room to continue drinking... (3 pages)View decision -
Decision Reference DRN-5620839
12 Jun 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5620839 The complaint Mr E’s complaint is about the service provided by Scottish Widows Limited, the provider of a Group Personal Pension Plan (GPPP) of which Mr E is a member. Mr E’s complaint centres on late payment of employer contributions to the GPPP. What happened Mr E’s main... (7 pages)View decision -
Decision Reference DRN-5578144
12 Jun 2025 Paratus AMC Limited UpheldMortgagesDRN-5578144 The complaint Mr M’s mortgage with Paratus AMC Limited trading as Foundation Home Loans has been paid by Miss E for some years. Miss E says she’s only recently discovered that paying at the end of the month costs her more, and she says Paratus should have told her this earli... (8 pages)View decision -
Decision Reference DRN-5203598
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5203598 The complaint Mr T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t reimburse him for payments he made 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 s... (3 pages)View decision -
Decision Reference DRN-5617640
12 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5617640 The complaint Mr A complains that Monzo Bank Ltd (Monzo) was irresponsible in granting him a personal current account overdraft, as it was unaffordable for him. Mr A also complains that his relationship with Monzo was unfair as he was allowed to rely on high-cost debt, and t... (5 pages)View decision -
Decision Reference DRN-5619787
12 Jun 2025 Vitality Life Limited UpheldInsuranceDRN-5619787 The complaint Mr R is unhappy that Vitality Life Limited (Vitality) declined his income protection claim and applied a retrospective exclusion to his policy. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of wh... (5 pages)View decision
