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-5500586
21 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5500586 Complaint Mr G is unhappy that Barclays Bank UK PLC didn’t reimburse him after he reported falling victim to a scam. Background In May 2020, Mr G fell victim to an investment scam. At the time, he was undertaking a property investment training course with a well-established ... (5 pages)View decision -
Decision Reference DRN-5761850
21 Aug 2025 Yorkshire Building Society Not upheldMortgagesDRN-5761850 The complaint Mr A complains about how Yorkshire Building Society (‘YBS’) has administered his mortgage. He disputes the validity of the mortgage agreement, the interest rates applied and the calculation of his contractual monthly payment. Mr A also questions the legality an... (7 pages)View decision -
Decision Reference DRN-5750504
21 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5750504 The complaint Mr D and Mr P have complained that Lloyds Bank PLC (“Lloyds”) mis-sold them a fee-paying Platinum account, that they took out in December 2024. They say it was mis-sold because it wasn’t made clear to them that replacement parts are not covered by the break dow... (2 pages)View decision -
Decision Reference DRN-5706769
21 Aug 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5706769 The complaint B complains that PayPal UK Ltd unfairly withheld its funds and imposed a rolling reserve on incoming sales from its business. What happened B opened its PayPal business account in October 2024. In or around January 2025 PayPal placed a hold on some of B’s funds... (3 pages)View decision -
Decision Reference DRN-5518341
21 Aug 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5518341 The complaint Mr G complains about the way Acromas Insurance Company Limited (Acromas) handled a claim he made under his roadside assistance insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. ... (3 pages)View decision -
Decision Reference DRN-5310177
21 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5310177 The complaint Mr K complains that Revolut Ltd hasn’t refunded him money he lost to a cryptocurrency investment scam. What happened In late 2023, Mr K met someone through online dating. Not long after they began speaking, she introduced him to a cryptocurrency investment plat... (3 pages)View decision -
Decision Reference DRN-5767863
21 Aug 2025 China Taiping Insurance (UK) Co Ltd Not upheldInsuranceDRN-5767863 The complaint Mrs S has complained after China Taiping Insurance (UK) Co Ltd (CTIUK) avoided her policy and declined her claim, following a fire to her static caravan. What happened Mrs S has complained after China Taiping Insurance (UK) Co Ltd (CTIUK) avoided her policy an... (4 pages)View decision -
Decision Reference DRN-5768532
21 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5768532 The complaint Mrs S is unhappy with the service provided by Aviva Insurance Limited (Aviva) following a claim for escape of water under a block building insurance policy. Aviva is the underwriter of this policy. Part of this complaint concerns the actions of third parties i... (3 pages)View decision -
Decision Reference DRN-5649453
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5649453 The complaint Mr M complains Barclays Bank UK Plc won’t reimburse him the money he lost when he fell victim to a work-tasks scam. Mr M is being represented by a professional representative but for ease of reading I’ll just refer to Mr M. What happened Mr M says he was introd... (4 pages)View decision -
Decision Reference DRN-5310196
21 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5310196 The complaint Mr K complains that Wise Payments Limited hasn’t refunded him money he lost to a cryptocurrency investment scam. What happened In late 2023, Mr K met someone through online dating. Not long after they began speaking, she introduced him to a cryptocurrency inves... (2 pages)View decision