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-5029823
11 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5029823 The complaint Mrs P complains about Santander UK Plc. She says that she has fallen victim to a scam and would like Santander to refund her the money she has lost as a result. What happened In December 2019, Mrs P made a payment of £10,000 to a company I will refer to as HS... (3 pages)View decision -
Decision Reference DRN-5308530
11 Jun 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5308530 The complaint Mrs M complains that Kroo Bank Ltd (“Kroo”) won’t refund a payment made as part of a scam. What happened In March 2024, Mrs M unfortunately fell victim to an impersonation scam. She received a call purportedly from Amazon about suspicious activity on her accou... (3 pages)View decision -
Decision Reference DRN-5234951
11 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5234951 The complaint A complains Starling Bank Limited unfairly restricted and closed its account. A is represented by a director – Mr A. 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 k... (4 pages)View decision -
Decision Reference DRN-5032745
11 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5032745 The complaint Mrs G is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Mrs G is being represented by solicitors but, for ease of reading, I’ll only refer to Mrs G in the decision. What happened The detailed background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-5182239
11 Jun 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5182239 The complaint Mr P complains about the service provided by Scottish Widows Limited (Scottish Widows) when he tried to take his small pot pension lump sum. He said there was no clear process, the questions asked were not specific to his claim and so he couldn’t complete the p... (5 pages)View decision -
Decision Reference DRN-4856478
11 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4856478 The complaint Mr H complains that Bank of Scotland plc trading as Halifax won’t refund money he lost to a scam. Mr H is represented by a firm I’ll refer to as “C”. For ease, I have referred to comments made by C as though Mr H made them. What happened Mr H is unhappy Halifax... (3 pages)View decision -
Decision Reference DRN-5583104
11 Jun 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5583104 The complaint Mr N complains about Zurich Insurance Company Ltd’s handling of a claim under a home insurance policy. Zurich has been represented by its agents during the claim. All references to Zurich include its agents. What happened Mr N had a home insurance policy with Z... (5 pages)View decision -
Decision Reference DRN-5315100
11 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5315100 The complaint Mr and Mrs R complains AXA Insurance UK Plc handled their subsidence claim poorly. AXA’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being AXA’s own. Mr and Mrs R are both complainants. A... (7 pages)View decision -
Decision Reference DRN-5586569
11 Jun 2025 Covea Insurance plc UpheldInsuranceDRN-5586569 The complaint Miss H says Covea Insurance plc and its agent provided her with poor service and discriminated against her on the basis of her disabilities and / or failed to make reasonable adjustments after she requested a replacement rear windscreen for her car. What happe... (6 pages)View decision -
Decision Reference DRN-5584102
11 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5584102 The complaint Mr W complains Vanquis Bank Limited (“Vanquis”) lent him a credit card without an adequate assessment of whether or not he could afford the card. What happened In February 2019, Mr W applied for a credit card with Vanquis. The application was approved and he w... (4 pages)View decision
